Service Engineer

In this role, you will be responsible for Run the Bank (RTB) L2 support to customers using Pega applications. You'll troubleshoot issues within the Pega platform, while analyzing system behavior and identify root causes. Additionally, you will collaborate with development teams to resolve multi-faceted problems, ensuring smooth operation and high availability of Pega systems in a production environment. You will effectively monitor and maintain the bank’s critical technology infrastructure and resolve more complex technical issues, whilst minimising disruption to operations.

To be successful as a Service Engineer, you should have experience with:

• Pega development tools and methodologies (Pega BPM, Scrum, Agile) as well as Pega platform architecture, including case management, decision rules, and workflow concepts.
• Relational Databases, particularly MSSQL (including stored procedures & optimisation) and Unix Shell script.
• Monitoring & Observability solutions (e.g. Geneos ITRS, App Dynamics).

• Strong knowledge of IT Infrastructure components (e.g. Linux or Windows Server OS, Databases, Networks, Load Balancer).
• Troubleshooting and debugging highly detailed technical issues.
• Experience managing batch environments (e.g. Autosys, Tivoli) and technical knowledge of middleware (e.g. Solace/ MQ).
• Excellent problem-solving, collaboration and conflict resolution skills to interact with customers effectively.

You may be assessed on key skills that support success in this role, such as risk and governance methodologies, strategic thinking, and best practices for standard technology control processes, alongside role-specific technical skills.

This role can be based in either Knutsford or Glasgow.

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 of group of clients. Develop the support model and service offering to improve the service to customers and stakeholders.
• Execution of preventative maintenance tasks on hardware and software and utilisation of monitoring tools/metrics to identify, prevent and address potential issues and ensure optimal performance.
• Maintenance of a knowledge base containing detailed documentation of resolved cases for future reference, self-service opportunities and knowledge sharing.
• Analysis of system logs, error messages and user reports to identify the root causes of hardware, software and network issues, and providing a resolution to these issues by fixing or replacing faulty hardware components, reinstalling software, or applying configuration changes.
• Automation, monitoring enhancements, capacity management, resiliency, business continuity management, front office specific support and stakeholder management.
• Identification and remediation or raising, through appropriate process, of potential service impacting risks and issues.
• Proactively assess support activities implementing automations where appropriate to maintain stability and drive efficiency. Actively tune monitoring tools, thresholds, and alerting to ensure issues are known when they occur.

• To advise and influence decision making, contribute to policy development and take responsibility for operational effectiveness. Collaborate closely with other functions/ business divisions.
• Lead a team performing complex tasks, using well developed professional knowledge and skills to deliver on work that impacts the whole business function. Set objectives and coach employees in pursuit of those objectives, appraisal of performance relative to objectives and determination of reward outcomes.
• If the position has leadership responsibilities, People Leaders are expected to demonstrate a clear set of leadership behaviours to create an environment for colleagues to thrive and deliver to a consistently excellent standard. The four LEAD behaviours are: L – Listen and be authentic, E – Energise and inspire, A –…