Reward
Lead Production Services Analyst
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Lead Production Services Analyst
About Us
Founded in 2001, Reward is an industry leader transforming the world of customer engagement and commerce media. Operating in 15 countries across Europe, Middle East and Asia, Reward’s cloud-based API platform integrates content, advertising, and commerce to deliver exceptional experiences for consumers resulting in increased customer engagement, retention, and overall satisfaction.
Reward’s Loyalty-tech platform is behind many award-winning bank loyalty programmes seen today from brands such as Visa, NatWest Group, Barclays, and First Abu Dhabi Bank to name a few. Reward also works with the world’s largest retailers such as McDonald’s, eBay, Deliveroo and Amazon.
Our leading commerce media platform fuses purchase insights with loyalty-tech, offering an unparalleled edge in digital advertising and performance marketing for retailers. Leveraging rich data and insights, the Reward platform provides a comprehensive view of consumer behaviour, empowering retailers to target marketing messages more effectively, resulting in independently verified sales uplift and long-term customer lifetime value.
Beyond bridging the gap between content and commerce, Reward is a purpose driven business. Our mission is to make everyday spending more rewarding. During the last 5 years, Reward has proudly given back more than $1billion in cashback rewards to consumers world-wide.
Most recently, Reward’s rapid growth was recognised in The Independent’s E2E Tech 100 list of the fastest-growing tech scale-ups in the UK. Reward, in conjunction with partners NatWest Group, were awarded the Industry Achievement Award 2023 at the prestigious Card and Payments Awards. In 2026, Reward was also recognised as a Great Place to Work UK, ranking #41, and was named on Great Place to Work UK’s Best Workplaces for Development™ List, placing #37 in our first year of entry.
Job Description
The Lead Production Services Analyst role provides a customer-focused approach to supporting and maintaining Reward's production applications and services while leading the day-to-day activities of the Production Services team. The focus is on delivering value to customers through effective incident management, service stability, operational excellence, leadership, and continuous improvement.
The role is delivered through a combination of people, processes, and technology, ensuring that client, product, and service requirements are met while maintaining high levels of operational performance. The Lead Production Services Analyst is responsible for ensuring production services remain stable, secure, and performant while supporting both internal stakeholders and external clients.
The job holder will have strong incident management, service management, technical troubleshooting, and leadership experience. They will be responsible for coordinating the daily activities of the Production Services team, investigating production incidents across Reward's applications, identifying root causes, and working with engineering teams to implement effective resolutions. They will support the integrity and stability of production services, ensuring issues are managed efficiently, customer impact is minimised, and service commitments are consistently achieved.
As the technical lead within the team, the role will provide leadership during major incidents, troubleshoot complex issues that cannot be resolved through standard support processes, and drive continuous service improvements through the evaluation of workflows, tools, operational procedures, and service performance. The role will also contribute to production planning activities, ensuring new products and applications are operationally ready before transitioning into production support.
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In addition to technical responsibilities, the Lead Production Services Analyst will act as the primary operational point of contact for clients, scheme partners, and senior stakeholders, managing incident communications, service reporting, SLA performance, and operational risk. They will collaborate with stakeholders across the business to ensure Production Services remains aligned with business objectives while identifying opportunities to improve service reliability, scalability, and operational efficiency.
The role requires a balance of technical expertise, leadership, service ownership, and customer focus, with responsibility for managing incidents from initial investigation through to resolution and service restoration, mentoring Production Service Analysts, coordinating the day-to-day activities of the team, and contributing to the ongoing maturity of the Production Services and Service Management function.
Essential
- 3+ years of experience in a senior/Lead role in Production Support, Application Support, Service Management, or IT Operations roles.
- Previous experience leading or mentoring technical teams within a production support environment.
- Strong experience in Incident Management, Problem Management, and Root Cause Analysis within a production environment.
- Proven ability to lead the resolution of critical and high-severity incidents involving multiple stakeholders and technical teams.
- Experience coordinating workloads and priorities within an operational support team.
- Experience troubleshooting complex web applications, REST APIs, microservices, and .NET-based applications.
- Strong knowledge of cloud-hosted environments, preferably AWS.
- Experience working with relational and NoSQL databases, including PostgreSQL, MySQL, DynamoDB, SQL Server, or equivalent technologies.
- Ability to analyse application logs, system metrics, and monitoring data to diagnose and resolve production issues.
- Experience using ticketing, monitoring, and incident management tools such as Jira, ServiceNow, Datadog, CloudWatch, or similar platforms.
- Excellent problem-solving and analytical skills with the ability to make informed decisions under pressure.
- Strong stakeholder management skills, including experience communicating with senior leaders, clients, suppliers, and technical teams.
- Ability to prioritise and coordinate multiple incidents, tasks, and competing business priorities simultaneously.
- Experience contributing to production readiness reviews and supporting the transition of new applications into live service.
- Strong documentation skills, including the creation and maintenance of operational procedures, support runbooks, and knowledge articles.
- Excellent verbal and written communication skills, with the ability to communicate technical concepts to non-technical audiences.
- A proactive, customer-focused mindset with a commitment to service excellence, operational stability, and continuous improvement.
Desirable
- Experience within payments, loyalty, fintech, banking, or other highly regulated environments.
- Knowledge of PCI DSS, ISO 27001, and information security best practices.
- Experience using Artificial Intelligence (AI) tools and technologies within an operational or technical support environment would be advantageous.
- ITIL Foundation certification or practical experience applying ITIL principles.
- Experience in Project Management, Business Analysis, Product Development, or Delivery functions.
- Degree educated (2:1 or above) or equivalent professional experience.
- Familiarity with DevOps practices, CI/CD pipelines, and modern software delivery methodologies.
- Understanding of Agile delivery frameworks.
- Experience identifying, evaluating, and implementing operational improvements, automation opportunities, and service optimisation initiatives.
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Key Responsibilities
- Lead and coordinate the daily activities of the Production Services team, providing guidance, mentoring, and technical leadership.
- Act as the primary operational point of contact between the Production Services team and senior management.
- Provide second-line production support across Reward's systems and applications.
- Manage client incidents through to resolution, providing timely communications, updates, and post-incident reporting.
- Build and maintain strong relationships with scheme partners, acting as a trusted point of contact for operational support and service delivery matters.
- Monitor, report on, and manage client Service Level Agreements (SLAs), ensuring performance targets are achieved and service expectations are met.
- Support client governance activities, including service reviews, operational reporting, and continuous improvement initiatives.
- Collaborate with stakeholders to ensure Production Services aligns with business goals and strategic priorities.
- Troubleshoot and support applications hosted within AWS environments, including PostgreSQL, MySQL, and DynamoDB databases.
- Manage issue tickets from initial investigation and triage through to remediation and resolution.
Technical Responsibilities
- Troubleshoot and resolve complex technical issues and production incidents escalated by team members.
- Monitor the operational health, availability, and performance of production applications and services.
- Lead the investigation and resolution of critical incidents, coordinating technical teams and stakeholders as required.
- Ensure incidents are resolved within agreed Service Level Agreements (SLAs) and customer expectations.
- Oversee post-incident reviews and Root Cause Analysis (RCA), ensuring corrective and preventative actions are identified and implemented.
- Drive initiatives to improve system reliability, scalability, operational efficiency, and service maturity.
- Maintain production support documentation, runbooks, and knowledge repositories.
- Participate in production planning activities and production readiness reviews, ensuring new applications and services are fully supported before release.
- Participate in Major Incident Management processes, including stakeholder communications and post-incident reviews.
- Support organisation-wide compliance activities, including PCI DSS and ISO 27001 certification requirements.
- Represent the Production Services function in cross-departmental meetings, governance forums, client meetings, and strategic initiatives.
Benefits
- Annual Leave: 25 days + bank holidays
- Ability to buy and sell holiday days as well as the ability to bank days (tenure dependant)
- 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
- Private healthcare - Bupa
- Income protection
- Critical illness cover
- Life insurance cover
- Dental cover
- Optical cover
- Yulife app for access to employee wellbeing and discounts
- Perks at Work, cashback/discount shopping site
- Employee referral scheme
- 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!)
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