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Job Description Summary

Job Description

JOB TITLE: Technical Application Service Specialist

SALARY: £65,385 - £79,915

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!

Day to day:

• 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 ServiceNow.

• 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.

What you’ll need

• 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.

In addition, any experience of these would be desirable:

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

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

• An ITIL Foundation certification.

• Monitoring tools (e.g. Splunk, Dynatrace)

• SRE principles and tooling.

About working for us

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

We also offer a wide-ranging benefits package, which includes:

• A generous pension contribution of up to 15%

• An annual performance-related bonus

• 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

This is a phenomenal opportunity to help shape your future as well as ours. Join us and grow with purpose.

At Lloyds Banking Group, we're driven by a clear purpose; to help Britain prosper. Across the Group, our colleagues are focused on making a difference to customers, businesses and communities. With us you'll have a key role to play in shaping the financial services of the future, whilst the scale and reach of our Group means you'll have many opportunities to learn, grow and develop.

We keep your data safe. So, we'll only ever ask you to provide confidential or sensitive information once you have formally been invited along to an interview or accepted a verbal offer to join us which is when we run our background checks.  We'll always explain what we need and why, with any request coming from a trusted Lloyds Banking Group person. 

We're focused on creating a values-led culture and are committed to building a workforce which reflects the diversity of the customers and communities we serve. Together we’re building a truly inclusive workplace where all of our colleagues have the opportunity to make a real difference.