Resilience-Driven Production Support Analyst

Vanguard; Manchester; Hybrid; 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

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