INSIDE IR35 2 DAYS ON SITE IN SHEFFIELD
We are seeking an experienced Service Quality Lead / Production Support Lead to provide production and infrastructure support for the CIB Onboarding and KYC value stream. The role will lead and coordinate response during live incidents, drive continuous improvement to reduce repeat issues, and partner closely with engineering and service teams across regions.
Location & Working Pattern
* Primary location: Sheffield (must be based near Sheffield).
* On-site requirement: 2 days per week at Sheffield Office.
* Collaboration: Work closely with a GCB3 permanent hire based in India to ensure coverage and continuity (follow-the-sun ways of working).
* Availability: Participation in incident bridges/calls when required (including potentially outside core hours during major incidents).
Key Responsibilities
* Provide L1/L2 production and infrastructure support for mission‑critical applications within the CIB Onboarding and KYC value stream; coordinate L3 support as needed.
* Own and lead major incident management: triage, coordination of responders, stakeholder communications, and restoration to service within SLA/OLA.
* Facilitate problem management and Root Cause Analysis (RCA); drive corrective and preventative actions to reduce repeat incidents.
* Maintain and improve monitoring/observability capabilities; interpret dashboards and alerts to identify issues early.
* Partner with SRE/DevOps and engineering teams to drive automation, resilience improvements, and operational readiness.
* Support release management activities where required (risk assessment, readiness checks, communications, post‑release monitoring).
* Ensure operational processes align with regulatory, security, data protection, and resilience expectations in a banking environment.
* Produce and maintain operational documentation (runbooks, knowledge articles, incident playbooks) and ensure it is kept up to date.
Must-Have Experience & Skills
* 8‑12 years of experience in IT production support/operations for complex, global banking (or similarly regulated) applications.
* Strong incident management experience including Major Incident response, triage, SLA management, and RCA facilitation.
* Hands‑on experience with monitoring/logging tooling such as Splunk, AppDynamics, and/or Grafana.
* Solid technical foundations: Unix/Linux and Windows; networking basics (TCP/IP, DNS, firewalls); and SQL (Oracle, Postgres).
* Comfort supporting Java applications (log analysis, thread dumps, JVM basics).
* DevOps exposure: CI/CD pipelines and tooling (e.g., Jenkins/GitLab CI, Git/GitHub) and automation configuration tools (e.g., Ansible).
* Awareness of containers/cloud: Docker and Kubernetes; exposure to AWS/Azure/GCP is beneficial.
* Strong communication, organisation, and coordination skills; ability to lead across time zones and multiple teams.
* Compliance mindset: understanding of data protection, resilience, and disaster recovery expectations in a banking context.
Nice‑to‑Have
* Experience with MongoDB (in addition to relational databases).
* Prior experience in release management, test management, or project management.
* Familiarity with CIB environments (domain knowledge helpful but not required).
Key Stakeholders
* CIB Onboarding & KYC application owners and engineering teams.
* SRE/DevOps and platform/infrastructure teams.
* Service Management (Major Incident/Problem/Change) and operational governance forums.
* Global counterparts (including a GCB3 permanent hire based in India).
Measures of Success (Indicative)
* Major incident response is timely and well coordinated; clear stakeholder communications and documented timelines.
* Reduction in repeat incidents through effective RCA and closure of corrective actions.
* Improved observability and alert quality (fewer false positives; earlier detection).
* Operational readiness for releases (reduced change‑related incidents).
* High‑quality runbooks/knowledge base enabling faster resolution and smoother handovers.
Supplier Response Information (for CV Submissions)
* Summary of relevant production support and major incident management experience (including examples of RCA outcomes).
* Tooling experience: monitoring/logging platforms used (e.g., Splunk/AppD/Grafana) and CI/CD/automation tooling.
* Technical breadth: OS, networking, databases, Java application support.
* Working pattern confirmation: ability to attend Sheffield office 2 days/week and support incident calls as required.
* Availability date and notice period.
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