Seior Service Quality Manager

Role Title:
Senior Service Quality Manager

Duration:
12 month initial contract

Location:
Sheffield, Hybrid 3 days per week onsite

Rate:
up to £460 p/d Umbrella inside IR35

*Role Purpose / Summary*
Our client is in need of a Service Quality Manager who not only has past experience in Java application production support but has also demonstrated expertise in a wide variety of automation processes to improve efficiency and effectiveness.

This is a senior role, where someone who has been an application owner can drive the development teams to improve resilience and reduce incidents. The ideal candidate would also work on shifting left and automating processes, reviewing every incident, and drive the Dev teams to work on preventative and permanent fixes to enhance overall processes.

*Focus Areas:*

• Mission-critical production support (L1/L2 with L3 coordination)
• Incident & problem management (RCA, reduction of repeat incidents)
• Monitoring/Observability (Splunk, AppD, Grafana)
• SRE/DevOps collaboration (automation, CI/CD, resilience)
• Regulatory compliance & security in banking environments
• Team leadership across regions/time zones

*Must-Have Experience*

• 8-12 years in IT production support/operations for complex, global banking applications
• Proven in incident management (Major Incident response, triage, SLA management, RCA facilitation)
• Hands-on with monitoring & logging: Splunk, AppDynamics, Grafana
• Strong in Unix/Linux & Windows, networking basics (TCP/IP, DNS, firewalls), and SQL (Oracle, Postgres; MongoDB nice-to-have)
• DevOps exposure: Jenkins/GitLab CI, Git/GitHub, CI/CD pipelines, Ansible
• Containers & Cloud: Docker, Kubernetes; exposure to AWS/Azure/GCP
• Comfort with Java application support (log analysis, threads, JVM basics)
• Compliance mindset: understands data protection, resilience, disaster recovery in banking

Nice-to-Have

• Kafka, Vault/Secrets management, Terraform
• Experience with ServiceNow/Jira for Incident/Problem/Change
• Prior work in OBKYC, CIB, or Private Banking onboarding flows
• Coordinated with SRE/DevOps globally (follow-the-sun model)

Onboarding and Know Your Customer (OBKYC) Value Stream
The Onboarding and Know Your Customer (OBKYC) Enabler Value Stream has been established to deliver common, group-wide onboarding and KYC capabilities and services. It brings together business, operations and technology colleagues to co-design and build solutions to deliver better products and services for our customers.

This value stream is intended to deliver towards our Future State Architecture (FSA) and the Digital Acceleration Programme - enabling a consistent approach in how we deliver change across the bank to facilitate improving the experience of our customers, the resilience of our infrastructure, and allow us to embrace innovative technologies.

Our global businesses, operations and technology teams work closely together to help design and build digital services that allow our millions of customers around the world, to bank quickly, simply, and securely.

We are investing heavily across these domains, and to accelerate achieving our vision, we are seeking an experienced Service Quality Lead to join the Client Services and OBKYC Technology group. The role can be based in Poland or Canada but will work with our teams globally.

*About Onboarding And Know Your Customer Value Stream*
OBKYC scope incorporates onboarding products, platforms, and a delivery capability particularly suited to client-aligned agile delivery at pace. The products provide our CIB and Private Banking client base with onboarding capabilities to enable a best-in-class staff and client experience. Solutions are tailored to suit the client's needs, from Treasury depts of large multi-nationals to sole traders.

*The Opportunity:*
As part of our ongoing growth and transformation journey, we are seeking an experienced Service Quality Lead to join the team.

*Incident Management:
In this role, you will:*

• 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.
• Coordinate with global teams to manage incidents affecting distributed banking systems, ensuring consistency in processes and standards.

*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.

*Soft Skills:*

• Strong problem-solving skills and the ability to perform under pressure during critical incidents.
• Proactive mindset with a commitment to driving operational excellence and process improvement.

*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 system

*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 and mentor a team of DevSecOps engineers, fostering a culture of security-first development, automation, and collaboration.
• Provide training and guidance on DevSecOps tools and practices to development and operations teams.

All profiles will be reviewed against the required skills and experience. Due to the high number of applications we will only be able to respond to successful applicants in the first instance. We thank you for your interest and the time taken to apply