Location: GLASGOW, LANARKSHIRE, United Kingdom

Join us as a senior Technology Support III team member in Cross Risk Calculation Technology and make a meaningful impact by ensuring seamless user experiences and operational excellence. You’ll collaborate with talented professionals, solve complex challenges, and help drive continuous improvement in a supportive, innovative environment.

Job Summary:
As a senior Technology Support III team member in Cross Risk Calculation Technology, you will help ensure the operational stability, availability, and performance of our production application flows. You will encourage a culture of continuous improvement as you troubleshoot, maintain, identify, escalate, and resolve production service interruptions and application support queries for all internally developed systems and external feeds. You will work closely with end users to analyze common requests and issues, implementing proactive measures to prevent future occurrences.

Job Responsibilities:

• Investigate and resolve user incidents and information requests related to exposure calculations, performing detailed analysis to distinguish between legitimate market activity and potential data quality issues.
• Provide clear explanations and documentation of exposure number changes, calculator modifications, and unusual spikes to stakeholders.
• Monitor exposure numbers and calculation outputs, identifying anomalies and validating whether variations align with normal market movements, trading patterns, or system changes.
• Escalate genuine data quality concerns while filtering out expected fluctuations.
• Work closely with traders, credit officers, risk managers, and technology teams to understand business context, analyze complex situations, and provide timely solutions.
• Communicate findings clearly to both technical and non-technical audiences, ensuring transparency around exposure calculations and data integrity.
• Document FAQs for end user community to enable self-service query resolution and engage in automation and scripting activities to streamline support.
• Analyze trends in user requests and recurring issues to identify root causes and implement preventive measures.
• Contribute to continuous improvement of calculators, data processes, and support procedures to reduce future incidents.
• Identify issues requiring escalation and manage communication across business and technology stakeholders.
• Support full stack technology systems through effective incident, problem, and change management practices.

Required Qualifications, Capabilities, and Skills:

• Experience troubleshooting, resolving, and maintaining information technology services.
• Demonstrated knowledge of applications or infrastructure in a large-scale technology environment, both on premises and public cloud.
• Experience with observability and monitoring tools and techniques.
• Strong technical skills, including experience with general purpose programming languages and automation scripting.

Preferred Qualifications, Capabilities, and Skills:

• Experience with general purpose programming languages and/or automation scripting.
• Working understanding of public cloud.
• Exposure to processes within the Information Technology Infrastructure Library (ITIL) framework.

 

 

Drive operational stability and continuous improvement by supporting production application flows and resolving service interruptionss.