Mainframe Service Operator

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.

Provide 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 for customers and stakeholders. Execute preventative maintenance tasks on hardware and software and utilise monitoring tools/metrics to identify, prevent and address potential issues and ensure optimal performance.

Maintain a knowledge base containing detailed documentation of resolved cases for future reference, self‑service opportunities and knowledge sharing. Analyse 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.

Automate monitoring enhancements, capacity management, resiliency, business continuity management, front office specific support and stakeholder management. Identify and remediate or raise potential service impacting risks and issues through the appropriate process. 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.

Perform prescribed activities in a timely manner and to a high standard consistently driving continuous improvement. Requires in-depth technical knowledge and experience in their assigned area of expertise and a thorough understanding of underlying principles and concepts.

Lead and supervise a team, guiding and supporting professional development, allocating work requirements and coordinating team resources. Demonstrate the four LEAD behaviours:
Listen and be authentic;
Energise and inspire;
Align across the enterprise;
Develop others. For an individual contributor, develop technical expertise, act as an advisor, partner with other functions and business areas, take responsibility for end results, and manage risk and controls.

Advise and influence decision making, take ownership for managing risk, strengthen controls in relation to the work, deliver work in line with relevant rules, regulations and codes of conduct, and maintain an understanding of how own sub‑function integrates within the organisation.

• Experience of working on IBM Mainframes and proficiency in TWS, JCL, CICS, IMS, MQ, DB2.
• Experience with Mainframe batch and online applications.
• Experience of Mainframe Infrastructure.
• Confirmed understanding of the Major Incident and ITIL processes.
• Knowledge of Barclays applications, z/Linux experience.

Additional desirable skills may include advanced automations, monitoring enhancements, capacity management and business continuity management.

Required to work 12‑hour shifts on a split night and day pattern.

Location:

Knutsford.