Operations Support Analyst

What is the opportunity

This is an exciting opportunity for someone with experience in IT support or application development role to join a friendly and professional team. You will enjoy fixing IT issues and be passionate about delivering quality customer service. You will encounter a different technical challenge every day which requires analysis and delivery of a solution working within the ITIL framework.

• Be accountable for working within the ITIL framework to manage incidents, problems and changes.
• Investigate system issues raised via Service Desk with the aim of resolving the issues promptly. Fixes can either be permanent solutions or temporary workarounds.
• Address the root causes of incidents to prevent recurrent incidents and minimise business impact. This could be by applying data fixes or other changes to the systems.
• Develop, test, document and implement changes/fixes, where the Business has requested the change or where incidents/problem resolution requires it.
• Be involved in service improvement activities by participating in any local or group wide projects which seek to introduce or improve service. Take the initiative to suggest improvements from an Application Operations perspective.
• Monitor day‑to‑day operations to ensure service stability and report to management.
• Have proven expertise in Oracle, SQL, and PL/SQL, as well as hands‑on experience with Unix or Linux environments and shell scripting.

The ideal candidate will bring strong analytical reasoning and problem solving skills, along with the ability to communicate effectively with stakeholders at all levels and work under pressure to meet SLAs. They should also have the technical experience required to investigate and resolve service issues. This combination of problem solving and technical capability enables effective support and continuous improvement of critical systems.

Experience with any of the following will help you to stand out but is not vital:

• Experience of IT service management.
• ITIL Foundation qualification or equivalent.
• Experience of working with Third Party Vendors/Managed Service Providers.
• Knowledge of file transfer tools.
• Experience in Control‑M batch scheduler and GIT/Bitbucket.
• Exposure to JBoss and Axway environments.

There are no specific qualifications or minimum educational requirements needed for this role.

Bristol Application Operations (Back End), which is part of Technology Services, is responsible for the full end-to-end support of a wide range of systems/applications used by Business users. This is a hybrid role, based primarily at Temple Quay, Bristol. We typically ask colleagues to spend a minimum of 8 days per month working in-person to support collaboration and connection. Specific arrangements will be confirmed by your recruiter to ensure they meet the needs of the role and team.

The Bank of Ireland company culture prioritises work‑life balance with a commitment to hybrid working, along with 23 days annual leave and excellent pension contributions. Family can mean different things to different people; we offer 6 months paid maternity leave, an innovative fertility and surrogacy policy along with working parent and carer supports. Your health and wellbeing is important to us;

we offer a substantial health insurance contribution, employee assistance program, Web Doctor and financial wellbeing coaches available. We also encourage and support staff to pursue educational and professional qualifications to grow and enhance your career!

• Customer Focused – Self
• Take Ownership – Self
• Manage Risk – Self
• Be Decisive – Self
• Better together – Self

Bank of Ireland Group is an equal opportunities employer and is committed to fostering an inclusive workplace which values and benefits from the diversity of our workforce.