Technology Operations Analyst - Fixed-Term Contract (12 months)

We are a rapidly growing pan-European digital wealth manager, serving over 167,000 active investors with more than £5.5 billion invested on our platform. We began in Milan in 2011 with the purpose to help more people improve their financial well-being by making personal investing simple and accessible through technology. Fast forward to today, and we are recognised as one of the most innovative fintechs, headquartered in the heart of London.

Our vision is to combine passion, expertise, and technology to provide best-in-class investment solutions and advice that protects and grows client wealth over time.

Our Core Values:

• Relationships are our first asset: We’re one team, built on trust, honesty, and transparency. We value our relationships above all else.
• Trust drives success: We give each other the space to grow. We empower our employees to succeed, so they can make a real impact.
• Our customers dream big, just like us: We see the bigger picture and we make sure our customers see it, too. We’re always focused on the best outcomes for our clients and for each other, no matter what the goal, or how big the dream.

What this means in practice:

At Moneyfarm, our success comes from the impact each of us makes. We move with purpose, urgency, and ambition, focused on delivering outcomes that matter for our clients and our business. Everyone is empowered to take ownership, challenge the status quo, and turn bold ideas into results. As we evolve, we embrace AI as a catalyst for sharper thinking, smarter decisions, and even greater impact. Our diversity makes this possible. Different perspectives, backgrounds, and experiences fuel our creativity and drive better decisions — it’s our competitive edge. We value people for who they are and their unique strengths: that’s why we offer flexible ways of working to support them in doing their best work.

About the role:

We’re looking for a Technology Operations Analyst to join our L2 support structure on a fixed-term basis (12 months, with possibility of renewal). In this role, you will not interface directly with external customers. Instead, you will investigate and resolve technical escalations from our front-line Customer Support (CSR) team and handle complex requests from internal stakeholders. You’ll tackle our most challenging operational issues, improve processes, and maintain the knowledge base that keeps our front-line teams effective. You will be expected to leverage AI-assisted tooling for log analysis, root cause investigation, and documentation generation, and to help us build and refine those workflows. This is a key role for platform stability and for empowering support teams to deliver an excellent customer experience. Hybrid working is required: minimum 2 days/week in office (Milan or Cagliari).

Main Responsibilities:

• Advanced Troubleshooting: Diagnose and resolve complex issues by analysing application logs, querying databases, and investigating system integrations.
• Incident Escalation Handling: Act as the primary escalation point for the team, taking ownership of critical incidents and coordinating with engineering through to resolution.
• Knowledge Management: Develop and maintain technical runbooks for incident response and clear process walkthroughs to ensure consistent team operations.
• Process Improvement: Identify recurring problems, perform root cause analysis, and contribute to permanent solutions in collaboration with engineering and product teams.
• Stakeholder Communication: Manage communications with internal teams (primarily CSR and Operations), providing clear updates and resolution plans for escalated issues.
• Regulatory & Compliance Support: Contribute to operational documentation and evidence gathering in support of regulatory requirements (e.g. DORA, FCA).

Requirements:

• Demonstrated experience in a Technology Ops, Application Support, or similar technical role; the level of seniority is less important than hands-on capability and attitude.
• Previous experience in financial services (fintech, wealth management, banking, or insurance) is required.
• Hybrid working: minimum 2 days/week in office in Milan or Cagliari.
• Strong proficiency with SQL and experience troubleshooting REST APIs.
• Proven ability to author technical documentation such as runbooks or process guides.
• Ability to manage issues and requests autonomously, using documented knowledge bases to extrapolate context and resolution paths.
• Excellent problem-solving and communication skills, in both Italian and English.
• Proactive mindset focused on improving systems and processes.
• Experience with Python/Bash scripting and observability tools (Grafana, Kibana, Jaeger) is a plus.

Level & Compensation:

We apply CCNL Credito and based on candidate’s experience and skills, we will assign the title of Technology Operations Analyst or Senior Technology Operations Analyst. The salary ranges for each role are as follows:

• Technology Operations Analyst: from €32.200 to €42.000 gross per year
• Senior Technology Operations Analyst: from €40.000 to €48.000 gross per year

This role is based in our Milan or Cagliari office and our smart working policy requires at least 2 days of in-office presence per week. For this role, please upload your CV in English.

Benefits:

• Health Insurance
• Wellness plan
• Fee free investments on Moneyfarm platform
• Career development opportunities
• Training opportunities
• Regular office social events