Production Support Analyst

ZILO™; London; On-site; GBP 40,000 - 70,000; Full time

Job summary

ZILO, a pioneering FinTech in London, seeks a Production Support Analyst to ensure system stability and reliability in business-critical environments. This role requires deep expertise in transfer agency operations and offers a collaborative atmosphere focused on innovation and continuous improvement.

Benefits

Private Healthcare Plan

Enhanced leave - 38 days inclusive of 8 UK Public Holidays

Flexible working - work from home or in the London office

Life Assurance - 5x salary

Employee Assistance Program

Company Pension (Salary Sacrifice options available)

Access to training and development

Buy and Sell holiday scheme

Global mobility opportunities

Qualifications

• Proven experience in production support or application support.
• Deep knowledge of transfer agency operations.
• Ability to document issues clearly for technical and non-technical audiences.

Responsibilities

• Respond to incidents raised via the support desk.
• Collaborate with engineering teams to resolve production defects.
• Track and manage defects according to severity.

Skills

Analytical skills

Problem-solving skills

Communication skills

Collaboration skills

Attention to detail

Tools

Jira

Job description

3 days ago Be among the first 25 applicants

This range is provided by ZILO. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Base pay range

Join the Future of Technology with ZILO

At ZILO, we're redefining what's possible in technology. ZILO is the UK-based FinTech specialising in global asset and wealth management software, designed to scale and transform businesses of all types using our own developed AI Technology. Our mission is to digitalise the future of the global asset management industry.

We are a team of experts with decades of combined experience at leading firms globally, who thrive in fast-paced environments and want to shape the future of . Every individual plays a key role in driving progress and making a real impact. We continuously strive to innovate and improve.

Why work with us? At ZILO, you'll be part of a dynamic and inclusive environment where creativity thrives. We offer the opportunity to work on cutting-edge technology, collaborate with talented individuals, and contribute to projects that have a real-world impact. We value continuous learning, personal growth, and providing our team with the resources they need to succeed.

Ready to shape the future? Let's talk.

About The Role

The Production Support Analyst is responsible for triaging and resolving incidents and defects in production environments. This role ensures the stability, reliability, and performance of business-critical systems by providing timely support, collaborating with engineering and product teams, and following established defect management processes.

This position has a strong focus on transfer agency (TA) operations, requiring a candidate with extensive experience and understanding of TA workflows, regulatory obligations, and client servicing impacts.

Please note that this role is based in London with a requirement to attend our office 2-3 days per week

Requirements

Key Responsibilities

• Respond to incidents raised via the support desk
• Triage incidents, identify root causes, and resolve or escalate issues as appropriate
• Raise and track defects in the defect backlog, ensuring all required information is documented (title, summary, classification, impacted journey, replication steps, screenshots, error messages, etc.)
• Collaborate with Site Reliability Engineering (SRE), scrum teams, and product teams to resolve production defects
• Prioritize and manage defects according to severity (Critical, High, Medium, Low)
• Allocate and track sprint capacity for production defect resolution in line with SLAs
• Communicate effectively with stakeholders regarding incident status, resolution plans, and post-incident reviews
• Participate in post-maintenance communication, summarizing activities performed and issues resolved
• Contribute to continuous improvement of support and defect management processes
  
  
  

Requirements

• Proven experience in production support, application support, or a similar technical support role
• Strong analytical and problem-solving skills
• Deep knowledge of transfer agency operations, including:
• Investor transaction processing
• Settlements and reconciliations
• Client reporting and statements
• Fund order and NAV processing
• Regulatory compliance considerations (e.g., FATCA, AML/KYC)
• Ability to assess the business impact of system outages or defects on TA functions and client deliverables
• Familiarity with defect management and incident tracking tools (e.g., Jira)
• Ability to document issues clearly and thoroughly for both technical and non-technical audiences
• Excellent communication and collaboration skills
• Ability to work under pressure and manage multiple priorities
  
  

Desirable

• Experience working in Agile/Scrum environments
• Familiarity with SRE practices and production maintenance planning
  
  
  

Essential

• Experience with financial services, investment platforms, or enterprise software environments
• Prior experience in a TA support, middle-office, or back-office technology role
  
  
  

Benefits

• Private Healthcare Plan
• Enhanced leave - 38 days inclusive of 8 UK Public Holidays
• Private Health Care including family cover
• Life Assurance - 5x salary
• Flexible working-work from home and/or in our London Office
• Employee Assistance Program
• Company Pension(Salary Sacrifice options available)
• Access to training and development
• Buy and Sell holiday scheme
• The opportunity for "work from anywhere/global mobility"

Seniority level

• Seniority level

  Associate

Employment type

• Employment type

  Full-time

Job function

• Job function

  Other

• Industries

  IT Services and IT Consulting

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