Service Engineer

Overview

Join us as a Service Engineer responsible for monitoring and maintaining the bank’s critical technology infrastructure, tackling complex technical issues, and minimising disruption to operations.

• Monitor and maintain the bank’s critical technology infrastructure and resolve more complex technical issues to minimise 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 service to customers and stakeholders.
• Execute preventative maintenance tasks on hardware and software and use monitoring tools and 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 root causes of hardware, software and network issues, and provide resolutions 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.
• 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.
• Tune monitoring tools, thresholds, and alerting to ensure issues are known when they occur.

• Strong working knowledge of Incident, Problem, and Change Management (IPC), ideally within a regulated environment.
• Proven experience managing Major Incidents (MIM), including leading and coordinating triage sessions.
• Ability to manage, assess, and justify changes during controlled periods such as HA and CF.
• Hands-on understanding of Red Hat Open Shift, including pods, deployments, logs, probes, routes, scaling, and YAML configuration.
• Familiarity with API technologies, microservices, and RESTful architectural principles.
• Proficiency with observability and monitoring tools such as App Dynamics, Kibana/ELK, and Observe; basic scripting experience (Shell, SQL, automation tools) is an advantage.
• Excellent communication and stakeholder management skills; ability to operate effectively in fast-moving, high-pressure environments.
• Strong analytical, troubleshooting, and prioritisation capabilities; able to resolve issues swiftly and effectively.
• Flexibility to support out-of-hours activities when required (including deployments and MIM participation).
• Experience supporting high-volume, customer-facing APIs and understanding the operational demands of such platforms.
• Exposure to CI/CD pipelines and Dev Ops delivery models, with awareness of modern engineering practices.
• Knowledge of security fundamentals, authentication mechanisms, certificates, and API governance frameworks.
• Willingness to be assessed on critical skills relevant for success in the role, including risk and controls, change and transformation, business acumen, strategic thinking, and digital/technology skills.

Knutsford

Our culture emphasizes collaboration, curiosity, trust, and accountability. We expect colleagues to demonstrate our values in daily work and interactions, and to contribute to a supportive and high-performing team environment.