Production Support Analyst, Specialist

Join Vanguard Europe and help us in our mission…. To take a stand for all investors, treat them fairly, and give them the best chance for investment success. Here, you can be a part of a culture that promotes teamwork, integrity and doing the right thing for our clients and our crew! As a production support analyst you will be part of an established and well-respected team working towards maintaining the availability and providing technical support to numerous critical business systems in the middle and back office space. We are increasingly bringing technology to the role to improve the support process via automation and monitoring. This is an exciting time to join the team and pioneer new technologies in the support arena. Join us and help develop solutions that put clients first! In this role you will

• Work in a team of 3
• Support some of the below applications:
+ Calypso - Collateral & Derivatives Management + CRD - Back Office Post Trade compliance + Spire - Stock Lending Application + Gresham CTC - Cash and Position Reconciliation + Corporate Actions - S&P vendor application + TWS - Treasury workstation used for FX + DMA - Fund Distribution Management Service + Extra - used for Basket publish and valuations
• Own incidents from start until resolution, working with peers across support, development and the business to bring about a timely fix for our customers
• Find opportunities to improve system and applications performance (e.g., automating manual system tasks)
• Leverage your knowledge and expertise to manage incidents across different types of issues i.e. application, Data, Infrastructure, batch processing, data transmission
• Develop a deep understanding of your client's business functions and issues and determine the appropriate technical tool to address the client's business need or issue
• Use your past experiences and knowledge gained from personal development to suggest and implement process improvements both to your business clients but also within the support team (examples could be tools to improve daily activity, scripts, processes/procedure changes and automation of manual tasks, etc.)
• Support Change Management initiatives by being a project liaison representing the support team and acting as a proxy for the business to ensure deliveries are supportable and operational for the team
• Be part of a follow-the-sun model, handing off to the US and receiving hand-over from Australia
  
  Experience with dealing with production issues in the middle and back office arena, working with teams to quickly resolve issues for our clients. You will need solid analysis and problem-solving skills with a good eye for detail
• Experience gained in a similar Financial Services organisation would be beneficial but not essential for the right candidate
• Strong written and oral communication skills, you will enjoy interacting with clients and building an enduring relationship
Technical Knowledge in the following areas:
• Scheduling Systems - Control M, mainframe System
• Infrastructure Architecture
• Database Structure and Operation - basic SQL skills required
• Operating System Knowledge - Windows and UNIX
• Enterprise monitoring and alerting tools - Splunk , Honeycomb
• Cloud Systems and components - Hands-on exposure to AWS services and cloud-native architectures, including CloudWatch, Lambda, S3, event-driven processing, alarms, logging, and operational support
• IT Service Management (ITSM) Tools - Experience with ServiceNow for Incident, Problem, Change, and Request Management, including root cause tracking, operational reporting
• Agile tooling - Experience with Jira & Confluence for work tracking, backlog management, Kanban boards, and operational work prioritization
Having some exposure to development techniques and tools with some experience of writing in a scripting language would allow the successful candidate to excel in this position.
• Nice to have exposures on different AI tools like MS Copilot, Atlassian Intelligence or similar platforms which can help drive operational efficiency.
• A flexible schedule - some activities you'll be performing may require off-hours or weekend support.
  
  Vanguard is a different kind of investment company. It was founded in the United States in 1975 on a simple but revolutionary idea: that an investment company should manage its funds solely in the interests of its clients.
This is a philosophy that has helped millions of people around the world to achieve their goals with low-cost, uncomplicated investments. It's what we stand for: value to investors. Inclusion Statement Vanguard's continued commitment to diversity and inclusion is firmly rooted in our culture. Every decision we make to best serve our clients, crew (internally employees are referred to as crew), and communities is guided by one simple statement: "Do the right thing." We believe that a critical aspect of doing the right thing requires building diverse, inclusive, and highly effective teams of individuals who are as unique as the clients they serve. We empower our crew to contribute their distinct strengths to achieving Vanguard's core purpose through our values. When all crew members feel valued and included, our ability to collaborate and innovate is amplified, and we are united in delivering on Vanguard's core purpose: to take a stand for all investors, to treat them fairly, and to give them the best chance for investment success. How We Work Vanguard has implemented a hybrid working model for the majority of our crew members, designed to capture the benefits of enhanced flexibility while enabling in-person learning, collaboration, and connection. We believe our mission-driven and highly collaborative culture is a critical enabler to support long-term client outcomes and enrich the employee experience.