Purpose of the role: To effectively monitor and maintain the bank’s critical technology infrastructure and resolve complex technical issues, while minimising disruption to operations.
Responsibilities
* Provide technical support for the service management function and resolve complex issues for selected clients.
* Develop and enhance the support model and service offering to improve customer and stakeholder experience.
* Execute preventative maintenance on hardware and software, utilising monitoring tools and metrics to identify, prevent and resolve potential issues, ensuring optimal performance.
* Maintain a knowledge base of resolved cases for future reference, self‑service opportunities and knowledge sharing.
* Analyze system logs, error messages and user reports to identify root causes of hardware, software and network issues, and resolve them through repair, replacement, reinstallation or configuration changes.
* Implement automation, monitoring enhancements, capacity and resiliency management, business continuity, and front‑office support to increase stability and efficiency.
* Identify and mitigate potential service‑impacting risks and issues, following the appropriate process.
* Proactively assess support activities and adopt automations to maintain stability and drive efficiency.
* Tune monitoring tools, thresholds and alerting to recognise issues at the moment they occur.
Leadership / Behavioural Expectations
For leaders: Guide and support a team, encourage professional development, allocate work, and coordinate resources. Demonstrate the Barclays LEAD behaviours: Listen, Energise, Align, Develop.
For individual contributors: Develop technical expertise, act as adviser, partner with other functions, remain accountable for operational outcomes, raise policy breaches, embed new controls, influence decision‑making, manage risk, and comply with rules, regulations and codes of conduct.
Qualifications & Experience
* Strong working knowledge of Incident, Problem and Change Management (IPC) within a regulated environment.
* Proven experience managing major incidents (MIM) and leading triage sessions.
* Ability to assess and justify changes during controlled periods such as HA and CF.
* Hands‑on experience with Red Hat OpenShift (pods, deployments, logs, probes, routes, scaling, YAML configuration).
* Familiarity with API technologies, microservices and RESTful architecture.
* Proficiency with observability and monitoring tools such as AppDynamics, Kibana/ELK and Observe, and basic scripting skills (Shell, SQL, automation tools).
* Excellent communication and stakeholder management skills, analytical and troubleshooting abilities, prioritisation capability and flexibility for out‑of‑hours activities.
* Experience supporting high‑volume, customer‑facing APIs and understanding operational demands.
* Exposure to CI/CD pipelines, DevOps delivery models and modern engineering practices.
* Knowledge of security fundamentals, authentication mechanisms, certificates and API governance frameworks.
Technical Skills
* Incident, problem and change management.
* Major incident management.
* Red Hat OpenShift.
* Microservices & API design.
* Monitoring & observability (AppDynamics, ELK, etc.).
* Shell, SQL, automation scripting.
* Security fundamentals & API governance.
Location
This role is based in Knutsford.
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