Connectivity Service​/Network Operations Engineer

Job Description

Purpose of the role:
To effectively monitor and maintain the bank’s critical technology infrastructure and resolve more complex technical issues, whilst minimising disruption to operations.

• Provision of technical support for the service management function to resolve more complex issues for a specific client or group of clients.
• Develop the support model and service offering to improve the service to customers and stakeholders.
• Execute preventative maintenance tasks on hardware and software and utilise monitoring tools and metrics to identify, prevent and address potential issues, ensuring optimal performance.
• Maintain a knowledge base containing detailed documentation of resolved cases for future reference, self‑service opportunities and knowledge sharing.
• Analyze system logs, error messages and user reports to identify the root causes of hardware, software and network issues, and provide a resolution by fixing or replacing faulty hardware components, reinstalling software or applying configuration changes.
• Implement automation, monitoring enhancements, capacity management, resiliency, business continuity management, front‑office specific support and stakeholder management.
• Identify and remediate or raise, through appropriate process, potential service‑impacting risks and issues.
• Proactively assess support activities and implement automations where appropriate to maintain stability and drive efficiency.
• Actively tune monitoring tools, thresholds and alerting to ensure issues are known when they occur.

• Advise and influence decision making, contribute to policy development and take responsibility for operational effectiveness.
• Collaborate closely with other functions and business divisions.
• Lead a team performing complex tasks using professional knowledge and skills to deliver work that impacts the whole business function.
• Set objectives, coach employees in pursuit of those objectives, appraise performance relative to objectives and determine reward outcomes.
• Demonstrate the four LEAD behaviours:
  Listen and be authentic, Energise and inspire, Align across the enterprise, Develop others.
• For individual contributors: lead collaborative assignments, guide team members, identify the inclusion of other specialisations, identify new directions or projects, consult on complex issues, and provide advice to People Leaders.
• Identify ways to mitigate risk and develop new policies and procedures to support control and governance.
• Take ownership of managing risk and strengthening controls related to the work performed.
• Perform work closely related to other areas, requiring understanding of how areas coordinate and contribute to organisational objectives.
• Collaborate with other areas for business‑aligned support, keeping up to speed with business activity and strategy.
• Engage in complex analysis of data from multiple internal and external sources to solve problems creatively and effectively.
• Communicate complex information, including sensitive or difficult content, and influence stakeholders to achieve outcomes.

• Provide day‑to‑day support and maintenance of our network and core infrastructure services, including routing and switching systems, Application Delivery (Global/Local Traffic Management and Load Balancing), Proxy and Internet Access, and DDI (DNS, DHCP and IPAM).
• Create and maintain support documentation for technical and non‑technical platform teams to facilitate incident management and service recovery.
• Keep and update knowledge of the bank’s infrastructure products and services.
• Handle technical operational activities on a follow‑the‑sun basis, incorporating Incident, Problem and Change Management as well as user request fulfillment.
• Be accountable for Incident, Problem and Change Management for critical and major issues and events.
• Investigate and drive technical incidents to resolution, ensuring network services meet defined SLAs.
• Manage the lifecycle and hygiene of network devices, ensuring the integrity and stability of the production data network.
• Resolve real‑time system errors and service problems to minimise downtime and…