Technical Application Specialist

End Date

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Job Description Summary

Job Description

• JOB TITLE: Technical Application Service Specialist

  Grade D

  Job Description

  Our Production Support & SRE function within the Analytics & AI Platform is looking for an experienced Technical Application Service Specialist to help deliver reliable, resilient services across our AI, automation and digital products.

  You’ll play a key role in the day-to-day operation of our production services, coordinating incidents, executing operational runbooks and working closely with Product Teams and SREs to ensure services remain stable and reliable.

  You’ll help drive operational excellence by identifying service improvements, maintaining operational documentation and supporting the onboarding of new products into Production Support.

  This is an excellent opportunity for someone who enjoys problem solving, collaborating with engineering teams and improving live service.

  What you’ll do

• Coordinate the triage and progression of production incidents, ensuring they are managed effectively through to resolution.
• Execute operational runbooks to restore service and identify opportunities to improve them following incidents.
• Support Major & High impacting Incidents by engaging the appropriate technical teams and providing clear communication throughout the incident lifecycle.
• Investigate recurring issues and work with Product Teams and SREs to drive permanent fixes through Problem Management.
• Support the onboarding of new applications into Production Support, ensuring operational readiness standards are met.
• Monitor the health of production services and proactively identify issues before they impact customers.
• Review monitoring and alerting, helping reduce noise while improving service visibility.
• Produce operational reporting and identify trends to support continual service improvement.
• Support User Access Management (UAM) processes and ensure compliance with internal and external audit requirements.
• Identify opportunities to automate repetitive operational activities and improve team efficiency.
• Build strong relationships with Product Teams, SREs and Platform Engineering to ensure effective collaboration during live service events.

• What you’ll need

• Experience working within a Production Support, Service Operations, Site Reliability Engineering or IT Operations environment.
• Experience coordinating or supporting incidents.
• Strong analytical and troubleshooting skills.
• Experience using ServiceNow or another ITSM platform.
• Experience working with Jira and Confluence.
• Knowledge of ITIL Incident, Problem and Change Management.
• Excellent communication skills with both technical and non-technical stakeholders.
• Ability to work calmly under pressure and prioritise competing demands.
• Experience using operational monitoring and alerting tools.
• Banking or Financial Services experience would be beneficial but is not essential.