Kapiti Support Analyst

Kapiti Support Analyst will play a key role in providing technical support and ensuring the smooth operation of systems within the financial services industry.

Client Details

This opportunity is within a large organisation in the financial services industry, renowned for its stability and commitment to providing comprehensive solutions. The company is dedicated to innovation and excellence in its technology department

Description

Core Responsibilities

• Provide technical support for assigned production applications, ensuring high levels of availability, reliability, integrity, and stability.
• Take full ownership of production issues and drive timely resolution using established processes and methodologies.
• Work closely with business users, internal technology teams, and vendors to investigate and resolve incidents.
• Maintain technical support documentation, operational runbooks, and disaster recovery (DR) materials.
• Follow change-management procedures, including packaging, testing, approvals, and installation verification.
• Participate in rostered after-hours on-call support and work to eliminate recurring issues through root-cause remediation.
• Support capacity planning and ongoing performance management.
• Assist project teams (local and global) with new software releases and deployments.
• Ensure DR and business continuity procedures are defined, communicated, implemented, and routinely validated.
• Schedule and perform regular system maintenance to ensure optimal performance.
• Manage incidents, requests, and tasks through service-management tools, ensuring timely and effective handling.
• Contribute to process improvements and automation initiatives.
• Identify opportunities to enhance supportability, reliability, and cost efficiency of existing systems.

Profile

Project Responsibilities

• Ensure smooth transition of project deliverables into BAU support, including documentation, knowledge transfer, and handover activities.
• Additional Responsibilities
• Promote knowledge sharing and reuse across supported applications.
• Manage vendor relationships, including issue escalation, enhancement discussions, and release verification.
• Work with the Service Desk to support reporting and monitoring of key service metrics (e.g., outages, resolution times, recurring issues).
• Conduct regular service review meetings with stakeholders.
• Adhere to organisational policies, industry standards, and all relevant compliance requirements.
• Maintain up-to-date training records and pursue ongoing professional development.
• Communicate effectively with both technical and non-technical audiences across all levels of the organisation.
• Collaborate flexibly and supportively with colleagues across technology and business teams to ensure smooth operations.

It is expected that the role holder will most likely have the following qualifications and experience:

• 5 years + of experience in Technology
• Customer focussed experience
• Highly experienced technology professional and preferably with strong specialised understanding of the financial services industry
• Kapiti and AS/400 detailed knowledge

Job Offer

• Competitive salary ranging from £50,000 to £80,000 per annum.
• Additional bonus and benefits package.