Job Title

Role ProfileJob TitleProduction Support Lead – HealthcareLocationGurgaon, IndiaReports toHead of Prod SupportFor advertising: About FNZWho we are: FNZ Group is an established and rapidly growing company in the financial technology sector. We partner with the entire industry to make wealth management accessible to more people. Today, we partner with over 650 financial institutions and 12,000 wealth management firms, enabling over 24 million people across all wealth segments to invest in the things they care the most about, on their own terms. We have over 30+ offices globally with 6000+ employees (and growing!).To learn more about us and our journey, check out our careers site.Role DescriptionWhat would you accomplish as a Lead Production Support?Alert Management & Monitoring:Provide first and second-line support for FNZ’s healthcare-related monitoring and alerting systems.Ensure that critical healthcare platform alerts are managed effectively, minimizing system downtime and disruption.Proactively monitor the healthcare platform, identifying and addressing potential issues before they impact service.24/7 Support Management:Manage the scheduling and availability of support teams across strategic global locations to ensure continuous healthcare platform support.Ensure out-of-hours alerts are transitioned seamlessly to existing dedicated teams for resolution.Oversee global team coordination to ensure timely and efficient response to critical platform issues.Healthcare Platform Maintenance:Implement and manage routine platform checks to ensure the healthcare systems’ robustness and reliability.Migrate healthcare management responsibilities to 24/7 teams for uninterrupted support and enhanced service delivery.Lead the platform maintenance process, ensuring comprehensive healthcare management practices are in place.Transition of Manual Workarounds:Identify and oversee the transition of manual workarounds into standard operating procedures, improving operational efficiency.Guide teams in implementing these workarounds, ensuring they are seamlessly integrated into standard operational workflows.Ensure that transition processes are documented accurately and that new procedures are thoroughly tested before deployment.Incident Management & Service Improvement:Analyse incidents related to healthcare platform issues and recommend solutions to prevent recurrence.Contribute to continuous service improvement by actively driving proactive measures and system enhancements.Lead efforts in incident management, ensuring that incidents are resolved quickly and efficiently, and contributing to knowledge-sharing across the team.Leadership & Team Development:Lead, mentor, and guide a dedicated healthcare support team, prioritizing their professional development and ensuring that the team operates effectively under pressure.Monitor team performance and continuously seek opportunities for skill enhancement and process improvement.Documentation & Process Improvement:Develop and maintain comprehensive documentation on healthcare platform support procedures, including incident management and maintenance protocols.Ensure that the team follows documented processes and maintains high standards of service delivery.Collaboration with Stakeholders:Work closely with senior internal stakeholders to align healthcare platform support with business objectives.Engage with external clients, particularly those in healthcare, to ensure their needs are understood and met in a timely manner.Contribute to audits and reviews, gathering evidence to evaluate the effectiveness of support and maintenance procedures.Experience required What we are looking for:Degree preferable in either Commerce/IT or a related field; or equivalent.Decent SQL skills.Proficient in healthcare systems and platform management.• Leadership Skills: Demonstrated ability to lead a team, manage resources, and drive operational excellence.• Communication Skills: Strong verbal and written communication skills; able to confidently interact with clients and senior stakeholders.• Incident Management: Significant experience in support and incident management, preferably with ITIL or equivalent frameworks.• Healthcare Familiarity: Experience in healthcare platform management or support is highly beneficial.• Work Hours Flexibility: Willingness to work flexible hours and adapt to changing needs, including early/late shifts for global coverage.Experience preferredBeneficial but not essential.• Familiarity with financial markets and products, particularly in a healthcare context.• Basic knowledge of Microsoft .NET development, including C#, , and SQL Server, is advantageous.• Experience with platform transition management and healthcare migration processes.For advertising: OpportunitiesWhat we offer:We are mission led - work at the heart of a purpose-led organization, where you can be proud of the impact you make, every day. Where you’ll transform the way over 20 million people invest, making wealth management more accessible, sustainable and transparent to more people.Rapid career growth - encouraged to take on responsibility, play a part in the evolution of the company and rapidly drive your career development working on real projects that directly impact our clients and their customers.Market leading technology - Build, create and evolve innovative solutions for the world’s most trusted brands using the latest technologies to help change the face of investing for the futureLearning & development – Placing emphasis on a willingness to learn, to think differently, to be creative and to help drive innovation.For advertising: inclusionAt FNZ, we recognise that diversity, equity and inclusion are important factors contributing to our success. We embrace the unique perspective and capabilities of our current and future employees, which will help us continue to drive innovation and achieve our business goals. Recruitment decisions at FNZ are made in a non-discriminatory manner without regard to gender, ethnicity/race, faith, age, nationality, gender identity, sexual orientation, marital status, socio-economic background, disability or military veteran status where all applicants and employees are valued and respected. In addition, we want to ensure accessibility needs are well supported, if you require specific support, please advise us.