Technical Application Service Specialist

Overview

Working independently on a wide range of customer inquiries and moderately complex issues for the Financial Wellbeing Platform, contributing to service process improvements and beginning to mentor newer team members.

What you'll do

• Improve restoral time and reduce incident impacts, and target actions to avoid reoccurrence of the Problem portfolio for the Financial Wellbeing Platform.
• Assess and triage impact of existing incidents and problems, and deliver change to enhance service offering.
• Support and help to prioritise defect fixes based on risk / impact alongside other backlog items.
• Communicate and present on the impact of risks to peers, Lab Engineering Lead and Product Owner.
• Identify, understand and analyse new trends and issues in live service.
• Create MI and reports to be shared within the Lab and Value Stream Leadership.
• Support live service to help ensure Bank Service Level Agreements are being met.
• Challenge software solutions to help them adhere to Quality Charter.
• Understand production change process, providing impact analysis to Lab and Value Stream Leadership.
• Assist in the planning and scheduling of change, and be aware of changes being applied to Platform/Squad supported production services.
• Monitor and analyse data as directed using systems and protocols.
• Provide a quality service to customers by processing cases, dealing with complex queries and/or investigating and resolving customer problems.
• Support and enable others to use and benefit from existing data management systems.
• Identify shortcomings in existing processes, systems and procedures, and use established change management programmes to deliver prescribed outcomes.
• Apply technical skills to develop and support robust systems and services.
• Ensure systems meet quality standards and are fit for purpose.
• Support 24/7 responsibilities for service availability, performance, and currency, supporting incident recovery and minimising impact on service.
• Identify emerging issues and needs, determine potential causes, related issues, key stakeholders, and barriers; support Problem Management reviews following significant incidents.
• Monitor, troubleshoot, diagnose, resolve or manage technical issues across a range of technology products, organised and directed by policies, processes and supporting procedures.
• Apply software and automation as tools to solve challenges and manage production systems, balancing release of new features with system stability.

What you'll need

• Minimum 4+ years of SRE/L2 support experience.
• Passion for application support and data engineering, with a strong desire to serve customers.
• Collaborating with engineers from on and offshore teams, working across different platforms and technologies.
• Good problem-solving skills, supporting live support and incident management as and when needed; able to consider impacts, resolve or escalate, and raise risks and mitigations.
• Understanding and ability to learn or experience of use of tools such as Dynatrace, GHE, UCD, and ServiceNow, and embrace a learning and constant improvement culture.
• Able to build working relationships with a range of internal customers, with a passion to learn from others and, where possible, coach others.
• Comfortable challenging stakeholders, saying "No" but explaining why in terms they understand.
• Works effectively in different team / lab environments (situational adaptability).
• Appetite to continuously improve as a continuous learner.
• Able to analyse incident data and explore patterns.
• Able to network effectively and understand Lloyds operating structures.
• Stakeholder management: ability to gather information to support influencing and agreements from key stakeholders.
• Aim towards operational excellence and experience in IT support; understands production environments and complexities of system architecture.
• Production testing expertise: awareness of Lloyds system architecture and requirements to ensure thorough testing pre-release.
• Good knowledge of implementation risks and considerations, including run cost management, supplier performance, resource supply and demand, regulatory compliance and quality management.

Nice to have

• Application portfolio management to ensure configuration, risk and currency management plans are in place and take appropriate priority.
• Influencing multiple product team backlogs so that the application landscape is modernised and automated through exploiting new technologies.
• Technical skills based around technologies like Linux, Scheduling, WebSphere, SQL Server, Mainframe, GCP.
• Experience in application and database performance tuning for SQL Server, with triage experience using full stack Dynatrace and SentryOne Client.
• SQL scripting knowledge using bash, shell, python, or PowerShell.
• Awareness of DevOps toolsets to deliver to live, within a cloud environment.
• Innovative: takes an interest in change, industry standard processes (e.g. DevOps, Automation) and emerging technologies (e.g. AI and Machine Learning).
• Relevant knowledge or experience of the specific business area and supporting systems.

Details

• Location: Hyderabad Knowledge City (LTC).
• Hybrid working.
• Team accepts 24*7 responsibility for service availability, currency, and performance.
• Colleagues based in the Islands would need to be exclusively dedicated to the non-ring-fenced bank and would need to consider relocation for Ring Fenced Bank roles.