Digital Support Engineer

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Our Team

Digital Service Support sits within Technology Operations & Cyber Security (TOCS) and is responsible for supporting the bank’s Digital Banking Platform. Our team is responsible for the deployment of project changes to the iB platform and at the same time providing technical support, maintenance and improvement of underlying technical estate within all the environments involved in the software delivery lifecycle. This is crucial to our organisation’s strategy to be a fully digitised bank and to improve our customer experience thus contributing to our purpose of Making you happier about money. It’s an exciting time to join given the evolution of iB release model across tribes and squads which will enable us to deliver on our objective in being a truly agile bank.

What you’ll be doing

• Supporting our services through the proactive identification of risk and resolution of live issues while delivering excellent customer service.
• Conducting defect/incident/problem investigation, validation and resolution within technical specialism(s). Contributing to resolution of all environmental issues.
• Collaborating with other teams and escalating where necessary to the Senior Technical Specialist to ensure issues are resolved within agreed SLAs.
• Share learnings and support the implementation of improvements to mitigate further issues arising.
• Input to review of playbooks and code to ensure that they are to a suitable standard, supporting resolution of initial defect/playbook issues from initial delivery through to deployment.
• Escalation of any risks/issues to Management Team
• Providing Technical Validation of Build
• Deployment of code and data as per the playbook and plan.
• Liaise with business and development teams to ensure appropriate tests are executed utilising appropriate testing tools
• Improving our delivery through innovation, continuous improvement and automation.
• Working with project & technical teams to ensure solutions meet the Bank’s operational and strategic needs.
• Collaborating and building relationships with internal and external parties
• Participate in cross skilling to create a team of multi-skilled engineers.
• Deputise for the Senior Support Engineer where required

We need you to have

• A track record of working within large multi-platform environments where you’ve delivered to planned schedules with challenging timescales.
• The ability to work with our Operational Platform and related technologies
• Experience of monitoring tools, frameworks and processes (AppDynamics, Dynatrace etc.)
• The ability to prioritise multiple activities in a rapidly changing environment
• Knowledge of at least one of our key skills UNIX, F5, IM, WAS, Oracle, Pega, MQ, ESB, Openshift
• Knowledge of reviewing/updating playbooks
• A good understanding of environments, constituent components and their interoperability
• Strong technical knowledge with good problem-solving skills
• Familiar with SDLC and different testing methodologies
• Use and interpretation of information/diagnostic tools
• Knowledge of deploying applications both from installers and as individual components

It’s a bonus if you have but not essential

• Scripting and automation skills
• Experience with agile methodologies
• Experience of Process Improvements and Lean Methodology
• Been involved in facilitating groups of technical people 

Red Hot Rewards

• Generous holidays - 38.5 days annual leave (including bank holidays and prorated if part-time) plus the option to buy more.
• Up to five extra paid well-being days per year
• 20 weeks paid, gender-neutral family leave (52 weeks in total) for expectant parents and those looking to adopt. 
• Market-leading pension.
• Free private medical cover, income protection and life assurance.
• Flexible benefits include Cycle to Work, wellness and health assessments, and critical illness. 

Salary Range: £33,600- £42,000 per annum per annum DOE + red-hot benefits

Location: UK Hybrid with occasional visit to Glasgow Hub