The role works closely with the Service Manager to deliver a high-quality service to our customers.
Organisational Design
The 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 Responsibilities
Issue Management: Analyse, investigate, and allocate for resolution and closure for all issues.
Change Management: Support testing and release process for production fixes.
Project Handover: Facilitate the transition between project support and production support for all changes.
Service Support: Support the Service Managers in delivering FNZ services within KPIs, SLAs, and contractual obligations.
Specific Role Responsibilities
Perform the issue management services, including oversight of the analysis, response, and resolution to issue log items (incidents, problems, and requests).
Ensure temporary and permanent fix times are within SLAs for the client.
Work with developers and testers to ensure that production fixes and business process changes are fit for purpose.
Act as the internal escalation point for both external and internal issues.
Responsible for regular catch-ups with aligned analysts.
Be involved in performance management of those within the group.
Help with resolution of complex issues and in critical incident management.
Provide the interface between the Production Support team and the Service Management team, including working with the Service Manager on client escalations and ensuring high-quality service to clients.
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.
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
University degree qualified (2:1 or equivalent).
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