Lead Production Services Analyst

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.

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.

What you'll be doing

• 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.

What we're looking for

• 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, ServiceNow, Datadog, or CloudWatch.
• 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, DevOps, 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.

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!)

Full Job Description available after clicking Apply!