Production Support Analyst

Vanguard; Manchester; On-site; GBP 42,000 - 60,000; Full time

Job summary

Vanguard is seeking a Production Support Analyst to help maintain operational stability across its technology estate and drive continuous improvement. You will operate within a follow-the-sun model, collaborating with stakeholders, vendors, and teams across Europe, Australia, and the Americas to sustain reliable services.

You will strengthen incident management, monitoring, and runbook development while advancing resilience initiatives in a hybrid UK-based role with in-office days three per week

Qualifications

• Previous experience in an Application Support, Production Support, Site Reliability, or Operations-focused role.
• Experience working within ITIL-aligned environments, including Incident, Problem, and Change Management processes.
• Strong analytical and troubleshooting skills with the ability to diagnose and resolve complex technical issues.
• Excellent communication skills, with the ability to engage effectively with both technical and non-technical audiences.
• A continuous improvement mindset and enthusiasm for driving operational excellence.
• A collaborative approach and the ability to build strong working relationships across diverse teams and geographies.

Responsibilities

• Investigate, coordinate, and resolve production incidents across a range of business-critical applications.
• Monitor systems, alerts, and performance metrics to identify issues before they impact users.
• Lead and contribute to root cause investigations, implementing sustainable solutions to prevent recurrence.
• Ensure incidents and service requests are managed effectively within agreed SLAs.
• Communicate clearly and confidently with stakeholders at all levels, providing timely updates during incidents and service disruptions.
• Develop and maintain high-quality runbooks, knowledge articles, and operational documentation.
• Identify opportunities to improve system reliability, automation, monitoring, and support processes.
• Build strong relationships with business partners, vendors, and technology teams across multiple regions.
• Contribute to resilience initiatives, continuous improvement programmes, and wider team projects.

Skills

ITIL

Incident Management

Problem Management

Change Management

Root Cause Analysis

Communication Skills

Collaboration

Job description

Help Shape the Future of Application Resilience at Vanguard

Are you passionate about solving complex technical challenges, improving system reliability, and making a tangible impact every day? Join Vanguard's UK & European Technology team and play a critical role in ensuring the stability, performance, and resilience of applications that support thousands of clients and colleagues worldwide.

This is more than a traditional production support role. As our team evolves towards a proactive resilience and observability model, you'll have the opportunity to help drive that transformation by identifying risks before they become incidents, improving operational excellence, and influencing how we build and support technology in the future.

Working within a global follow-the-sun support model, you'll collaborate with business stakeholders, vendors, and technology teams across Europe, Australia, and the Americas, gaining broad exposure and building valuable international connections.

If you thrive in a fast-paced environment, enjoy troubleshooting challenging issues, and want to be part of a team that's shaping the future of operational resilience, we'd love to hear from you.

In this role you will

As a Production Support Analyst, you'll be responsible for maintaining operational stability while driving continuous improvement across our technology estate.

You:

• Investigate, coordinate, and resolve production incidents across a range of business-critical applications
• Monitor systems, alerts, and performance metrics to identify issues before they impact users
• Lead and contribute to root cause investigations, implementing sustainable solutions to prevent recurrence
• Ensure incidents and service requests are managed effectively within agreed SLAs
• Communicate clearly and confidently with stakeholders at all levels, providing timely updates during incidents and service disruptions
• Develop and maintain high-quality runbooks, knowledge articles, and operational documentation
• Identify opportunities to improve system reliability, automation, monitoring, and support processes
• Build strong relationships with business partners, vendors, and technology teams across multiple regions
• Contribute to resilience initiatives, continuous improvement programmes, and wider team projects

What it takes

We're looking for someone who combines technical curiosity with a proactive, customer-focused mindset.

You’ll bring:

• Previous experience in an Application Support, Production Support, Site Reliability, or Operations-focused role
• Experience working within ITIL-aligned environments, including Incident, Problem, and Change Management processes
• Strong analytical and troubleshooting skills with the ability to diagnose and resolve complex technical issues
• Excellent communication skills, with the ability to engage effectively with both technical and non-technical audiences
• A continuous improvement mindset and enthusiasm for driving operational excellence
• A collaborative approach and the ability to build strong working relationships across diverse teams and geographies

Special Factors

• Vanguard is not offering visa sponsorship for this position
• This is a hybrid position and would require you to work in the office 3 days per week (Tuesday, Wednesday & Thursday)

Why Vanguard?

Vanguard is a different kind of investment company. It was founded in the United States in 1975 on a simple but revolutionary idea: that an investment company should manage its funds solely in the interests of its clients.

This is a philosophy that has helped millions of people around the world to achieve their goals with low-cost, uncomplicated investments.

It's what we stand for: value to investors.

Inclusion Statement

Vanguard’s continued commitment to diversity and inclusion is firmly rooted in our culture. Every decision we make to best serve our clients, crew (internally employees are referred to as crew), and communities is guided by one simple statement: “Do the right thing.”

We believe that a critical aspect of doing the right thing requires building diverse, inclusive, and highly effective teams of individuals who are as unique as the clients they serve. We empower our crew to contribute their distinct strengths to achieving Vanguard’s core purpose through our values.

When all crew members feel valued and included, our ability to collaborate and innovate is amplified, and we are united in delivering on Vanguard's core purpose: to take a stand for all investors, to treat them fairly, and to give them the best chance for investment success.

How We Work

Vanguard has implemented a hybrid working model for the majority of our crew members, designed to capture the benefits of enhanced flexibility while enabling in-person learning, collaboration, and connection. We believe our mission-driven and highly collaborative culture is a critical enabler to support long-term client outcomes and enrich the employee experience.