Production Support Analyst

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. 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.

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)

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”