.The role works closely with the Service manager to deliver a high-quality service to our customers.Organisational DesignThe position is part of the regional Production Support department and reports to the Head of EU Production Support. The role is based in Madrid, Spain. The role provides the Production Support service to the regional Service Manager.Team ResponsibilitiesIssue Management - analyse, investigate, and allocate for resolution and closure for all issuesChange Management - support testing and release process for production fixesProject Handover - facilitate the transition between project support and production support for all changeService Support - support the Service Managers in delivering FNZ services within KPIs, SLAs and contractual obligationsSpecific Role ResponsibilitiesPerform the issue management services, this includes; Oversight of the analysis, response and resolution to issue log items (incidents, problems and requests)Ensuring temporary and permanent fix times are within SLAs for the clientWorking with developers and testers to ensure that production fixes and business process changes are fit for purposeInternal escalation point for both external and internal issuesResponsible for regular catch ups with aligned analystsBe involved in performance management of those within the groupHelp with resolution of complex issue and in critical incident managementProvide the interface between the Production Support team and the Service Management team. This includes; Working with the service manager on client escalations and to ensure the service is of the highest quality to those clients, Escalating issues to the Head of Production Support as required, Attend client meetings as required, On a rota, work on-call to support the out of hours service provided by Production Support.Collaborate with colleagues, operational/client-servicing staff and other users to produce long term scalable root cause solutions that adhere to procedural and regulatory compliance requirements; Support other Service Support analysts to ensure that the service is maintained across the client base.Other tasks: To undertake any other projects/ tasks as may reasonably be required to facilitate the smooth operation of the production environment.Performance AssessmentAvailability - uptime during core and non-core hoursPerformance - performance metrics during core and non-core hoursReliability - test results and performance during real failure eventsKPI reporting - performance against KPIsExperience requiredUniversity degree qualified (2