IT Service Delivery Lead

*INSIDE IR35* *2-3 DAYS HYBRID WORKING*

Role Description:

• Monitor, troubleshoot, and resolve production incidents for local and global banking applications in a timely manner to minimize downtime.
• Provide L1 and L2 support, including initial triage, diagnostics, and resolution, and collaborate with application support teams and vendors for partial L3 support to address complex issues.

Global And Regional Coordination:

• Act as the primary point of contact between local teams in region and global/regional system teams, including SRE and DevOps teams, to ensure seamless incident resolution and system alignment.

Collaboration:

• Work closely with application support teams to resolve escalated issues and implement fixes for production systems.
• Engage with the bank's operation resilience project team to align on initiatives for system robustness, disaster recovery, and regulatory compliance.
• Collaborate with internal IT/tech center staff and external vendors to manage service-level agreements (SLAs) and ensure effective incident resolution.

Problem Management:

• Lead post-incident root cause analysis (RCA) and coordinate with problem management teams to identify and implement preventive measures.
• Drive initiatives to reduce recurring incidents and improve system stability.

Monitoring And Reporting:

• Oversee monitoring systems (e.g., Splunk, AppD) to proactively detect issues and analyze performance metrics.
• Provide regular reports to senior management on system health, incident trends, and SLA adherence.

Process Improvement:

• Enhance support processes, tools, and documentation to improve operational efficiency and response times.
• Collaborate with SRE and DevOps teams to integrate automation and resilience practices into production support workflows.

Compliance And Security:

• Ensure compliance with region's regulatory requirements (e.g., Cybersecurity Law, data localization) and global banking standards where applicable.
• Work with security teams to protect sensitive financial data during incident resolution where applicable.

Team Leadership:

• Manage and mentor a team of production support engineers, fostering a culture of collaboration, accountability, and technical excellence.
• Ensure team readiness for on-call support and efficient incident handling.

To be successful in the role, you should meet the following requirements:

• Minimum of 8 years of experience in IT production support.
• Proven experience supporting complex banking applications in a global banking environment.
• Proven experience in automating CI/CD pipelines and implementing security practices in a financial services or banking environment.
• Experience supporting production support teams during incidents, with a focus on rapid resolution and root cause analysis.
• Familiarity with coordinating with global/regional SRE and DevOps teams in a distributed environment.
• Experience in L1/L2 support and coordination with application teams/vendors.

Technical Skills:
Systems: Strong knowledge of Linux/Windows for system administration and troubleshooting.

Monitoring Tools: Proficiency in Splunk, AppD, Grafana, or similar for real-time system monitoring.

Scripting: Basic scripting skills in Bash, Python, or PowerShell for automating support tasks.

Database: Familiarity with SQL (e.g., Oracle, Mongo Db) for querying and troubleshooting database issues.

Networking: Understanding of TCP/IP, DNS, and firewalls for diagnosing connectivity issues.

Incident Management: Experience with Jira, ServiceNow for tracking and resolving incidents.

Banking Systems: Knowledge of banking applications and regulatory compliance in region.

Primary Skills: Java production support or development experience, Unix Shell Scripting, Ansible, DevOps (Git, Jenkins, CI/CD) Secondary Skills: IKP, HIC Infrastructure, Postgres DB, KAFKA, any cloud exposure and training (GCP, Azure) CI/CD Pipelines: Expertise in Jenkins, GitLab CI, GitHub Actions, or CircleCI for building secure, automated pipelines.

Infrastructure as Code: Proficiency in Terraform, CloudFormation, or Ansible for automated infrastructure provisioning.

Cloud Platforms: Deep knowledge of AWS, Azure, or GCP for managing secure, scalable infrastructure. Containerization: Experience with Docker, Kubernetes, or Helm for secure containerized deployments.

Secrets Management: Familiarity with HashiCorp Vault, AWS Secrets Manager, or similar for secure key management.

Programming/Scripting: Strong skills in Python, Bash, or Go for automation and tool development.

Communication Skills:
Excellent verbal and written communication skills in English to engage with local teams, global/regional SRE and DevOps teams, vendors, and the operation resilience project team.

Ability to communicate technical issues clearly to non-technical stakeholders, including bank operations and compliance teams.

• Additional Requirements:

Willingness to participate in on-call rotations for critical incident support.

Ability to work across time zones to coordinate with global and regional teams.

Strong understanding of banking systems and compliance with local and global regulations.

Monitoring And Observability:

• Deploy and maintain monitoring tools (e.g., AppD, Grafana, Splunk) to track system performance, security events, and compliance metrics.
• Develop dashboards and alerts to proactively detect and respond to potential issues in production systems.

Process Improvement:

• Optimize CI/CD pipelines, deployment processes, and security workflows to reduce lead time, improve deployment frequency, and enhance system reliability.
• Collaborate with SRE teams to integrate reliability and security practices into automated workflows.

Team Leadership And Mentorship:

• Lead a team of DevSecOps engineers, fostering a culture of security-first development, automation, and collaboration.

LA International is a HMG approved ICT Recruitment and Project Solutions Consultancy, operating globally from the largest single site in the UK as an IT Consultancy or as an Employment Business & Agency depending upon the precise nature of the work, for security cleared jobs or non-clearance vacancies, LA International welcome applications from all sections of the community and from people with diverse experience and backgrounds.

Award Winning LA International, winner of the Recruiter Awards for Excellence, Best IT Recruitment Company, Best Public Sector Recruitment Company and overall Gold Award winner, has now secured the most prestigious business award that any business can receive, The Queens Award for Enterprise: International Trade, for the second consecutive period.