Global Response Analyst

FNZ (UK) Ltd; Gurugram District; On-site; INR 420,000 - 800,000; Full time

Job summary

FNZ (UK) Ltd is seeking an Application Support professional to provide first line support for global clients and ensure the deployment remains stable and scalable.

You will resolve incidents, triage issues, and communicate with stakeholders while contributing to post-incident reviews and service level management. A technical degree and SQL skills are desirable, with willingness to work in a fast-paced financial environment.

Qualifications

• Bachelor’s Degree or higher in Computer Science, Mathematics, Engineering, Physics or other Sciences or equivalent working experience.
• Intermediate SQL skills.
• Interest / familiarity with financial markets beneficial.
• Excellent service experience for clients.
• Strong analytical thinking and keen attention to detail.
• Independent, self‑directing and delivery focused working style.

Responsibilities

• Providing high quality and timely First Line Support to all clients globally.
• Application Support – ensure application is working correctly as deployed.
• Incident resolution and triage – resolve incidents and escalate internally as needed.
• Stakeholder Communication – triage incidents and manage customer expectations.
• Post Incident reviews – evaluate responses and improve incident handling.
• Service Level Management – support services within KPIs and SLAs.

Skills

Analytical thinking

Attention to detail

Problem solving

Communication skills

Time management

Initiative

Delivery focus

Prioritisation

SQL

Education

Bachelor's degree or higher in CS/Math/Engineering/Physics

Commerce or IT degree preferred

Tools

C#

VB.NET

SQL Server

Microsoft .NET

Job description

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 environment for all FNZ’s customers.

Organisational Design

Full time, Permanent role

Team Responsibilities

• 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 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.

Experience required

• Bachelor’s Degree or higher in Computer Science, Mathematics, Engineering, Physics or other Sciences or equivalent working experience.
• Degree preferable in either Commerce or IT (A-B + average) or equivalent.
• Intermediate SQL skills.
• Interest / familiarity with financial markets and products beneficial but not essential.
• Passionate about providing an excellent service experience for our clients.
• Strong analytical thinking and keen attention to detail.
• Highly logical with proven problem‑solving abilities.
• Independent, self‑directing and delivery focused working style.
• Excellent communication skills, confident in dealing with internal and external clients.
• Able to take initiative and learn quickly in a dynamic fast‑paced industry.
• Ability to effectively prioritise and execute tasks in a high‑pressure environment.
• Excellent organisational, administration and time‑management skills.
• Some experience with Microsoft .NET development products, including C#, VB.NET and SQL Server, beneficial but not essential.
• Commitment to working long hours at times, particularly around project deadlines, in exchange for commensurate rewards.