Description
Job Title: Senior Service Engineer
SALARY: £65,385 - £72,650
LOCATION: Leeds
HOURS: Full Time - 35 hours
WORKING PATTERN: Hybrid, with at least two days per week at our Leeds office.
About this opportunity
Join our dynamic team as a Senior Technical Application Service Specialist (TASS) and play a pivotal role in shaping the future of our customer experiences. Our ICS Lab products include Investment ISAs and Individual Pensions (SIPPs), offering a significant opportunity to meet growing customer needs through our brands, including Lloyds, Halifax, Bank of Scotland, and Scottish Widows. We use agile methodologies to deliver value iteratively, aligning with our purpose of Helping Britain Prosper. By collaborating with colleagues in Product, Design, and Engineering, we ensure seamless and effective customer journeys.
As a Senior Technical Application Service Specialist, you'll handle complex service issues, lead training sessions, contribute to service strategy, and manage high-priority service issues. This role emphasises strategic thinking, process improvement, and cross-functional collaboration to elevate overall service quality.
What you'll be doing:
1. Subject Matter Expertise: Resolve complex service issues and handle customer concerns.
2. Training & Development: Lead training sessions to upskill team members.
3. Strategic Contribution: Shape service strategy and drive process improvements.
4. Process Improvements: Identify and implement business practice improvements.
5. Operational Accountability: Ensure 24/7 service availability and performance.
6. Cross-Functional Collaboration: Enhance service quality with other departments.
7. Critical Thinking: Analyse data to identify problems and generate solutions.
8. SRE and Service Engineering: Use software and automation to manage production systems.
9. Technical Operations: Monitor, troubleshoot, and resolve technical issues.
Why Lloyds Banking Group
We're on an exciting transformation journey, investing in our people, data, and technology to create innovative projects and new ways to work, learn, and thrive.
What you’ll need:
10. Technical Troubleshooting: Diagnose and resolve hardware, software, and network issues.
11. Knowledge of ITSM Tools: Experience with ServiceNow and Jira.
12. Incident & Problem Management: Familiarity with ITIL practices.
13. Documentation & Reporting: Document fixes and contribute to knowledge bases.
14. Problem-Solving Abilities: Implement effective solutions under pressure.
15. Communication Skills: Clear verbal and written communication.
16. Technical Proficiency: Proficiency in .Net, React JS, Windows, Unix/Linux, SQL, PostgreSQL, Oracle, and GitHub.
17. Tools: Experience with UCD, MQ Message Queue, TWS Batch Scheduling, IBM WebSphere, IBM APIC, IBM MQ, Splunk, Dynatrace, Google Cloud, and CMS.
18. SRE & Service Engineering: Advanced knowledge in software and automation tools.
19. Technical Operations: Use scripts and tools to investigate and manage issues.
20. Critical Thinking: Interpret information objectively and generate ideas.
21. Values & Behaviours: Innovate, inspire, and embrace diverse viewpoints.
Additional Experience That Would Be Beneficial:
22. Scripting or Automation: Basic knowledge of Bash or Python.
23. Cloud Support Knowledge: Understanding of GCP, Azure, AWS, and Private Cloud solutions.
24. Soft Skills & Emotional Intelligence: Handle stressful situations effectively.
25. Observability: Familiarity with Splunk and Dynatrace.
26. Payment Schemes Knowledge: Knowledge of SWIFT, SEPA, TARGET2, and CHAPS.
27. Financial Products Support: Experience with SIPPs, Readymade Pensions, and Readymade Investments.
About Working for Us
We are committed to diversity, equity, and inclusion, supporting our customers, colleagues, and communities. We offer reasonable workplace adjustments for colleagues with disabilities and guarantee interviews for applicants who meet the minimum criteria through the Disability Confident Scheme. We provide reasonable adjustments throughout the recruitment process.
We offer a wide-ranging benefits package, including:
28. A generous pension contribution of up to 15%
29. An annual performance-related bonus
30. Share schemes, including free shares
31. Benefits you can adapt to your lifestyle
32. 30 days’ holiday, with bank holidays on top
33. Wellbeing initiatives and generous parental leave policies
Want to do amazing work that’s interesting and makes a difference to millions of people? Join our journey!
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.