Role 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 setting 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
- 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 d

📌 Global Response Analyst (Gurugram)
🏢 FNZ
📍 Gurugram