Technology Operations Analyst

Who we are:

We’re a pan-European digital wealth manager with 128.000 active investors (growing fast!) and over £3.5 billion invested on our platform. With 170+ people across 3 offices in Italy and the UK, we’re supported and funded by Poste Italiane, Cabot Square Capital, Allianz and M&G.

We started in 2011 in Milan with a simple vision - to help more people improve their financial well-being by making personal investing straightforward and accessible through technology. Fast forward a few years, and we’re known as one of the most innovative fintechs headquartered in the heart of London.

Mission

To provide investment solutions and advice to protect and grow client wealth through time.

Our Core Values:

We’ve built our business on three Principles:

• Relationships are our first asset: We’re one team, built on trust, honesty and transparency. We value our relationships above all else.
• Trust drives success: We give each other the space to grow. We empower our employees to succeed, so they can make a real impact.
• Our customers dream big, just like us: We see the bigger picture and we make sure our customers see it, too. We’re always focused on the best outcomes for our clients and for each other, no matter what the goal, or how big the dream.

What this means in practice:

At Moneyfarm, diversity is the foundation of our competitive advantage. We value our employees for who they are – their backgrounds, experiences, talents, knowledge and individual differences. This is what makes us better at what we do. To accommodate our different needs and commitments, we offer flexible working to all. Our individual impact and output is what counts most.

About the role

We're looking for a Technology Operations Analyst to join our L2 support structure. In this role, you will not interface directly with external customers. Instead, you will investigate and resolve technical escalations from our front-line Customer Support (CSR) team and handle complex requests from internal stakeholders. You’ll tackle our most challenging issues, improve our operational processes. This is a key role for ensuring platform stability and empowering our front-line teams to deliver an excellent customer experience.

Main Responsibilities:

• Advanced Troubleshooting: Diagnose and resolve complex issues by analyzing application logs, querying databases, and investigating system integrations.
• Incident Leadership: Act as the primary escalation point for the team, taking ownership of critical incidents and coordinating with engineering to see them through to resolution.
• Create Knowledge Guides: Develop and maintain technical runbooks for incident response and clear process walkthroughs to ensure consistent team operations.
• Process Improvement: Identify recurring problems, perform root cause analysis with project managers, and contribute to permanent solutions.
• Stakeholder Management: Manage communications with internal teams, primarily the front-line CSR and Operations teams, providing them with clear updates and resolution plans for escalated customer problems.

• A minimum of 3 years of experience in a Technology Ops, Application Support, or similar technical role.
• Strong proficiency with SQL and experience troubleshooting REST APIs.
• Proven ability to author technical documentation like runbooks or walkthrough guides.
• Experience in managing issues and requests autonomously/independently by extrapolating information using the documented knowledge base.
• Excellent problem-solving and communication skills.
• A proactive mindset focused on improving systems and processes.
• Experience with Python/Bash scripting and observability tools (Grafana, Kibana, Jaeger) is a plus.

• Health Insurance, Wellness plan
• Fee free investments on Moneyfarm platform
• Career development opportunities
• Training opportunities
• Regular office social events
• Happy and friendly culture!