Production Support Analyst, Specialist

Job Title

Production Support Analyst, Specialist Vanguard

London, England, GB

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!

• Work in a team of 3
• Support some of the below applications:
• CRD
  - Back Office Post Trade compliance
• Gresham CTC
  - Cash and Position Reconciliation
• TWS
  - Treasury workstation used for FX
• 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

• Scheduling Systems – Control M, mainframe System
• 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 Cloud Watch, Lambda, S3, event-driven processing, alarms, logging, and operational support
• IT Service Management (ITSM) Tools
  - Experience with Service Now 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 not offering visa sponsorship for this position
• This is a hybrid position and will involve working from the office and from home
• Please note that we review applications on a rolling…