Global Response Analyst

Description

This role provides application support for FNZ business, it involves issue management from external and internal clients to meet KPIs and SLAs and to liaise with other areas of FNZ to ensure a robust and scalable production environment for all FNZ’s customers.

Organisational Design

Full time, Permanent role

Team Responsibilities

The team are responsible for :

• 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

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

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