Global Response Analyst

• Providing high quality and timely First Line Support to all clients globally.
• Application Support – help to ensure that the application is working correctly as deployed.
• Incident resolution and triage – resolve incidents as per agreed procedures and escalate internally to relevant teams to resolve any incidents outwith our remit.
• Stakeholder Communication – Triage incidents and manage customer expectations for incident resolution.
• Post Incident reviews  – evaluate the incident management response and recovery effort for major, critical and high priority incidents to provide continual improvement of our incident responses.
• Service Level Management – support the Service Managers in delivering FNZ services within KPIs, SLAs and contractual obligations

Specific Role Responsibilities

• Daily checks and BAU monitoring including fault resolution
• Identify and resolve issues with applications, following agreed procedures.
• Uses application management software and tools to collect agreed performance statistics.
• Carry out agreed applications maintenance tasks.
• Prioritise and diagnose incidents according to agreed procedures.
• Document and close resolved incidents according to agreed procedures.
• Draft and maintain procedures and documentation for application support.
• Participate in post Incident reviews, helping to provide a continually improved service for our customers and stakeholders.
• Other tasks: To undertake any other projects/ tasks as may reasonably be required to facilitate the smooth operation of the production environment

Performance Assessment

Availability – uptime during core and non-core hours

Performance – performance metrics during core and non-core hours

Reliability – test results and performance during real failure events

KPI reporting – performance against KPIs

Experience required

• Bachelor’s Degree or higher in Computer Science, Mathematics, Engineering, Physics or other Sciences or equivalent working experience. Degree preferable in either Commerce or IT; (A-B + average) or equivalent;
• Intermediate SQL skills;
• Interest / familiarity with financial markets and products beneficial but not essential;
• Passionate about providing an excellent service experience for our clients;
• Strong analytical thinking and keen attention to detail;
• Highly logical with proven problem-solving abilities;
• Independent, self directing and delivery focused working style;
• Excellent communication skills, confident in dealing with internal and external clients;
• Able to take initiative learn quickly in a dynamic fast-paced industry;
• Ability to effectively prioritize and execute tasks in a high-pressure environment;
• Excellent organisational, administration and time management skills.
• Some experience with Microsoft .NET development products, including C#, VB.NET and SQL Server, beneficial but not essential;
• Commitment to working long hours at times, particularly around project deadlines, in exchange for commensurate rewards.