Lead Production Services Analyst

We're looking for an experienced Lead Production Services Analyst to lead our Production Services team, ensuring the stability, performance, and availability of our production applications while delivering exceptional service to our clients and stakeholders.

In this role, you'll lead day-to-day operational support, manage major incidents, drive root‑cause analysis and continuous improvement, and act as the technical escalation point for complex production issues. You'll work closely with Engineering, Product, and Client teams to maintain operational excellence, support new product releases, and improve service reliability.

• Lead and mentor the Production Services team, providing technical leadership and operational guidance.
• Manage high‑priority incidents from investigation through to resolution and service restoration.
• Drive Problem Management and Root Cause Analysis to prevent recurring issues.
• Monitor production environments, troubleshoot complex applications, and ensure SLA performance.
• Collaborate with internal teams, clients, and partners to deliver a high‑quality production support service.
• Champion operational improvements, automation, and service optimisation initiatives.

• 3+ years' experience in a Lead or Senior Production Support, Application Support, Service Management, or IT Operations role.
• Strong experience with Incident Management, Problem Management, and Major Incident leadership.
• Technical expertise supporting web applications, REST APIs, microservices, .NET applications, and AWS‑hosted environments.
• Experience working with PostgreSQL, MySQL, SQL Server, DynamoDB, or similar databases.
• Knowledge of monitoring and service management tools such as Jira, Service Now, Datadog, or Cloud Watch.
• Excellent stakeholder management, communication, and leadership skills.
• A proactive, customer‑focused mindset with a passion for service excellence and continuous improvement.
• Experience in fintech, payments, loyalty, banking, or other regulated environments, along with knowledge of ITIL, Agile, Dev Ops, PCI DSS, or ISO 27001, would be an advantage.
• If you're passionate about leading high‑performing operational teams, solving complex technical challenges, and driving service excellence in a fast‑paced technology environment, we'd love to hear from you.

• Ability to buy and sell holiday days as well as the ability to bank days (tenure dependent).
• Flexible working options: we are operating a hybrid working model with 3 days a week from the office.
• Pension:
  Hargreaves Lansdown – 6% matched contribution.
• Generous family‑friendly cover.
• Income protection.
• Critical illness cover.
• Life insurance cover.
• Optical cover.
• Yulife app for access to employee wellbeing and discounts.
• Perks at Work, cashback/discount shopping site.
• Salary sacrifice program which includes cycle‑to‑work scheme, electric car scheme and season ticket loans.
• Company events i.e. Christmas party, all‑company event and other social/hosted events during the year (we have an active social committee!).