Technical Service Specialist

Overview

JOB TITLE
:
Technical Application Service Specialist

LOCATION(S):
Edinburgh

HOURS
:
Full time

WORKING PATTERN
:
Hybrid, 40% (or two days) in the above office

About this opportunity

Within our ECP Service team, the Senior Technical Application Service specialist is an operational leader who leads all aspects of the availability of our systems and the service provided to our customers. In this role you will represent the Lead Technical Application Service specialist, implementing service principles and standards, to ensure the Technical Recovery Bridge team maintains an outstanding level of service across the group.

This role covers a shift working pattern with 12-hour shifts scheduled Monday to Friday from 7am to 3pm, 9am to 5pm and 11am to 7pm. Outside of those hours you will be expected to provide an On Call capability on a rota. That will ensure we have a 24 x 7hrs and 365 days a year capability. Within ECP, we look after 100+ applications hosted on a variety of technologies;

this role will be expected to have good knowledge of Microservice/Unix and Mainframe operating systems. To be familiar with ECP and Payments Industry would be an advantage.

• Demonstrable experience in IT Operations or Service Management in a run/support environment.
• A good understanding of ITIL processes, especially Incident, Problem and Change.
• Operate as the main point of contact to oversee and coordinate all types of incidents, ensuring timely resolution, communication, and post-incident review activities.
• Maintain a strong service attitude; remain calm and courteous while resolving incidents in high-pressure situations.
• Be an initiative-taker with an organised, methodical approach to problem-solving and the ability to understand complex technology solutions.
• Coordinate and influence platform Labs through problem management to identify root causes and implement permanent fixes.
• Maintain and improve runbooks, support documentation, and operational procedures.
• Lead daily standups and operational reviews to ensure team alignment and service transparency.
• Ensure alignment with service level agreements, performance indicators, and compliance requirements.
• Drive service improvement initiatives including automation, monitoring, and alerting.
• Mentor and develop team members, fostering a collaborative and customer-focused culture.
• Explore patterns in incident data to identify risks and mitigation strategies.

• A familiarity with incident management and business continuity software (e.g., Service Now, Dynatrace, Splunk).
• Demonstrable experience in leading recovery teams in fast-paced situations.
• Exposure to Agile, Dev Ops or SRE.
• Knowledge of OCP, GCP and Azure cloud platforms.
• Experience with Dynatrace, Splunk, and modern observability tools.

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 especially welcome applications from under-represented groups.

We re disability confident. So, if you d like reasonable adjustments to be made to our recruitment processes, just let us know.

• A generous pension contribution of up to 15%
• An annual bonus award, subject to Group performance
• Share schemes including free shares
• Benefits you can adapt to your lifestyle, such as discounted shopping
• 30 days  holiday, with bank holidays on top
• A range of wellbeing initiatives and generous parental leave policies

Want to do amazing work, that s interesting and makes a difference to millions of people?
Join our journey.