Production Support Lead Analyst

Role Overview

The Production Support Lead Analyst is the operational leader and primary accountability owner for platform stability across one or more FNZ platforms. This role provides day-to-day leadership for the Production Support team, ensures consistent operational standards, and leads incident response and stability improvements. This is a player-coach role: the Lead Analyst is expected to provide strong people leadership and operational governance, while remaining hands-on during major incidents, complex investigations, and critical decision points. The role works closely with Analysts, Senior Analysts, Developers, and global operational teams to ensure high-quality service outcomes, effective incident management, and continuous improvement of platform reliability.

Team Responsibilities

• Oversee daily checks, recoveries, and platform reliability activities, ensuring consistency and quality across the Analyst team.
• Lead and coordinate incident response, ensuring correct triage, timely escalations, and alignment with operational playbooks.
• Ensure SOPs, runbooks, monitoring rules, and KB articles across all supported platforms remain current and high-quality.
• Review and validate RCAs, ensuring they are accurate, complete, and delivered within required timelines.
• Drive preventive actions, stability improvements, and operational maturity uplift across supported platforms.
• Act as the primary liaison between Analysts, Senior Analysts, Developers, and global operational teams.
• Lead operational reporting, SLA/KPI tracking, and present key insights in operational reviews.
• Coach Analysts and Senior Analysts, building investigation discipline, platform knowledge, and operational excellence.

Specific Role Responsibilities

• Proven experience managing and leading teams of 8–10+ members, including workload planning, performance oversight, coaching, and capability development.
• Provide day-to-day leadership to Analysts and Senior Analysts, managing task allocation, priority handling, and operational workload.
• Oversee all daily platform checks, validations, and recovery tasks performed by the team, ensuring accuracy and timely completion.
• Lead incident bridges when required, ensuring structured investigation, evidence capture, technical analysis, and clear communication.
• Validate and sign off RCAs for assigned platforms, ensuring actionable follow-ups, accuracy, and alignment with Problem Management standards.
• Proactively identify patterns, recurring incidents, and operational inefficiencies; drive corrective actions with Developers and platform owners.
• Maintain high-quality SOPs, runbooks, and operational artifacts, ensuring consistency across regions and teams.
• Provide escalation support to Analysts during complex investigations and decision-making scenarios.
• Support client-facing communications by reviewing technical details and ensuring accuracy and clarity.
• Represent Production Support in cross-functional forums, including change reviews, operational meetings, and platform discussions.
• Maintain strong oversight of SLAs, KPIs, and risk controls, ensuring timely reporting and highlighting risks proactively.
• Facilitate continuous learning and capability uplift within the team through structured coaching, feedback, and knowledge sharing.

Leadership & Development

• Lead, mentor, and guide a dedicated application support team.
• Monitor team performance and continuously seek improvement opportunities for skills and processes.
• Develop, maintain, and ensure adherence to comprehensive documentation on team activities.
• Collaborate with internal stakeholders to ensure that business objectives and needs are met.
• Contribute to audit and effectiveness requests.