Technical Service Specialist

Overview

JOB TITLE:
Technical Application Service Specialist

LOCATION(S):
Bristol & Edinburgh

HOURS
:
Full Time - 35 Hours per week

WORKING PATTERN
:
Our work style is hybrid, which involves spending at least two days per week, or 40% of our time, at one of the above office sites

About this opportunity:

As a Technical Application Service Specialist, you'll help deliver great customer experiences, contribute to service strategy, and manage high-priority service issues. This position plays a key role in enabling the Group's ambition to modernise our digital capabilities whilst serving our current digital demand, with two dynamic roles available to make a lasting impact.

Your deep technical expertise will enable you to work within or lead multi-disciplinary teams to maintain operational readiness and ensure IT service stability, resolving service-related and management issues while ensuring technical priorities are met.

This role focuses on critical thinking, process improvement, and collaboration to elevate overall service quality.

Why Lloyds Banking Group

We're on an exciting journey to transform our Group and the way we're shaping finance for good. We're focusing on the future, investing in our technologies, workplaces, and colleagues to make our Group a great place for everyone to work, learn, and thrive, including you!

You'll be accountable for Service within a Lab Team in the Workplace & Retirement Platform to ensure high quality delivery of tasks, aligning with agile methodologies. Leading incident resolution relating to underlying applications or online service, taking full ownership of system availability, performance, and currency. Accepting 24/7 accountability.

Ensure there is a continuous focus and improvement on service stability and observability. Lead trend analysis to improve service and own all lifecycle management activities on tools including Service Now.

Collaborate closely with product owners, architects and software engineers to prioritise and deliver the roadmap and key controls, influencing the technical direction of your lab by mentoring your teams and ensuring the delivery of robust, scalable, secure and innovative solutions.

Make sure that a portfolio of suppliers is delivering required levels of service while reporting to senior colleagues and identify shortcomings in current compliance processes, systems and procedures, developing ad hoc solutions to immediate problems within your lab.

Continuously grow your own capabilities by pursuing and investing in personal development opportunities.

Demonstrable experience in IT Operations or Service Management in a run/support environment; leading the resolution of complex service-related issues within source business systems and web technologies.

Proven knowledge of ITIL processes, especially Incident, Problem and Change.

Experience improving Run operations for high-availability systems, including automation, monitoring, and observability.

Critical Thinking - Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.

The ability to act as the main point of contact, supervise and coordinate all types of incidents, and guarantee timely resolution, communication, and post-incident review activities.

A strong service mentality and will need to be able to remain calm while working to resolve incidents in high pressured situations.

To be a self-starter with an organised and methodical approach to problem-solving and a fast learner with an inherent ability to understand complex technology solutions.

Coordinate problem management efforts to identify root causes and implement permanent fixes.

Maintain and improve runbooks, support documentation and operational procedures.

Run daily standups and operational reviews ensuring team alignment with service level agreements, performance indicators, and compliance requirements.

Clear communication and interpersonal skills whilst engaging interested parties and partners with diverse technical skill levels; supporting engineering change in an agile environment

Effective time management skills with the capacity to work on multiple tasks simultaneously, prioritising tasks due to shifting priorities.

Development and maintenance of resilient systems on Cloud platforms such as GCP, Azure or AWS.

A firm knowledge of IT infrastructure (servers, networks, databases)

Monitoring tools (e.g. Splunk, Dynatrace)

SRE principles and tooling.

Our focus is to ensure we're inclusive every day, building an organisation that reflects modern society and celebrates diversity in all its forms. We want our people to feel that they belong and can be their best, regardless of background, identity or culture.

We were one of the first major organisations to set goals on diversity in senior roles, create a menopause health package, and a dedicated Working with Cancer initiative. And it's why we…