Customer Technology Support Team Lead - Permanent

Purpose of the role:

Lead and manage a team of analysts to provide 2nd and 3rd line support to the bank’s business systems.

Support and deputise for Head of Application Support.

• The role is subject to the Conduct Rules set by the FCA/PRA. You are required to familiarise yourself with, and comply with, the Conduct Rules and their successors and complete such ongoing training and competence requirements as required by the FCA/PRA and the bank from time to time.

The value you will add to our customers:

Customer interactions with the bank (payments, statements, credit cards, letters, phone calls etc) depend heavily on well-maintained, high quality systems and high availability/uptime. You will drive a high level of system availability, enabling customers to transact seamlessly.

You will support internal bank users with the bank’s business systems and drive a continuous service improvement attitude to improve system stability, flexibility, efficiency and cost.

Role responsibilities:

• Be a role model for the Customer Technology support team.

• Line-manage a team to analysts on- and off-shore
• Assign work and make priority decisions for the team
• Seek out responsibilities and opportunities for improvement within and outside the team, and drive to conclusion
• Demonstrate leadership in providing support for the bank’s application suite
• Troubleshoot issues and implement fixes as required
• Grow capabilities of the team and reduce key person dependencies
• Design, implement and maintain customer experience metrics and drive improvements
• Drive a reduction in the outstanding ticket count (incidents, requests, problems)
• Lead automation efforts to reduce manual effort and intervention
• Drive reduction in out-of-hours call outs
• Trend recurring incidents and provide suitable long-term solutions (‘problem’ management)
• Capacity management & service improvements
• Own relationship with suppliers and be part of supplier selection process; monitor supplier costs and ensure we are obtaining value for money
• Provide on-call support on a regular basis, working in a shift pattern
• Work with in-house / external development teams to implement application changes
• Act as technical liaison with project teams as necessary
• Provide technical guidance / mentoring to other members of the team
• Analyse existing applications and use a continuous service improvement (CSI) approach; identify and assess potential improvements for both technical and business suitability.
• You will ensure that vulnerabilities for all bank systems managed by your team are adequately mitigated as directed by the Cyber Security Operations Team (SECOPS), to comply with the relevant information security policy.

Requirements

Required qualifications:

• Minimum 2 A levels grade A-D or equivalent

Desirable qualifications:

• University degree, ideally in an IT-related subject

Essential skills/experience:

• Excellent knowledge of applications, certificate technology and SQL
• Previous experience working in a senior application support role
• Windows Operating System (2012 and above)
• Linux
• ITIL knowledge

Desirable skills/experience:

• Scripting (especially PowerShell)
• Middleware knowledge (especially Biztalk, IBM MQ, Mule)
• Database technology (MS SQL server, Oracle)
• Understanding of Cloud technology
• Application monitoring tooling (Dynatrace, AppDynamics etc.)
• Excellent communication skills, written and verbal
• Leadership by example
• An attitude of continuous improvement
• Excellent analytical & problem-solving skills
• Experience of dealing with 3rd party suppliers
• A positive ‘can-do’ attitude, flexibility, persistence
• The ability to develop effective relationships internally with all departments in the bank, and leverage relationships to drive greater efficiencies
• A team player mindset

For internal use only: Work Level 2 - Experienced

• 28 DAYS OF HOLIDAY (Work Level 2)
• 20% PENSION (MARKET-LEADING)
• GROUP LIFE ASSURANCE
• GROUP INCOME PROTECTION
• SEASON TICKET LOANS
• PRIVATE MEDICAL INSURANCE
• SUBSIDISED STAFF DINING ROOM
• CHARITABLE DONATIONS/ GIVE AS YOU EARN
• EYE CARE
• FLEXIBLE BENEFITS
• ADDITIONAL ANNUAL LEAVE
• COMPUTER PRODUCTS
• CHARITY DAYS
• CRITICAL ILLNESS AND CRITICAL ILLNESS SPOUSE/PARTNER
• CYCLE TO WORK
• DENTAL INSURANCE
• PERSONAL ACCIDENT INSURANCE
• TRAVEL INSURANCE
• VEHICLE BREAKDOWN COVER
• GYM MEMBERSHIP/RETAIL DISCOUNTS
• WORKPLACE NURSERIES
• ELDERCARE SCHEME
• ELECTRIC VEHICLE SCHEME

Supporting Your Recruitment Experience

If you have a disability, health condition or are neuro-diverse and may benefit from some adjustments and support during the recruitment experience, then just ask – we don’t want our hiring process to be a barrier for you.

Finally, please note that no candidate will meet every single desired requirement. If your experience looks a little different from what we have identified and you think you can bring value to the role, we would love to hear more about you!