Senior Service Quality Manager

Senior Service Quality Manager

Duration: 12 month initial contract

Rate: up to £460 p/d Umbrella IR35

Our client is in need of a Service Quality Manager who not only has past experience in Java application production support but has also demonstrated expertise in a wide variety of automation processes to improve efficiency and effectiveness.

This is a senior role, where someone who has been an application owner can drive the development teams to improve resilience and reduce incidents. The ideal candidate would also work on shifting left and automating processes, reviewing every incident, and drive the Dev teams to work on preventative and permanent fixes to enhance overall processes.

• Mission‑critical production support (L1/L2 with L3 coordination)
• Incident & problem management (RCA, reduction of repeat incidents)
• Monitoring/Observability (Splunk, AppD, Grafana)
• Regulatory compliance & security in banking environments
• Team leadership across regions/time zones

• 8–12 years in IT production support/operations for complex, global banking applications
• Proven in incident management (Major Incident response, triage, SLA management, RCA facilitation)
• Hands‑on with monitoring & logging:
  Splunk, App Dynamics, Grafana
• Strong in Unix/Linux & Windows, networking basics (TCP/IP, DNS, firewalls), and SQL (Oracle, Postgres; Mongo
  
  DB nice‑to‑have)
• Containers & Cloud:
  Docker, Kubernetes; exposure to AWS/Azure/GCP
• Comfort with Java application support (log analysis, threads, JVM basics)
• Compliance mindset: understands data protection, resilience, disaster recovery in banking

• Kafka, Vault/Secrets management, Terraform
• Experience with Service Now/Jira for Incident/Problem/Change
• Prior work in OBKYC, CIB, or Private Banking onboarding flows
• Coordinated with SRE/Dev Ops globally (follow‑the‑sun model)

OBKYC scope incorporates onboarding products, platforms, and a delivery capability particularly suited to client‑aligned agile delivery  products provide our CIB and Private Banking client base with onboarding capabilities to enable a best‑in‑class staff and client experience. Solutions are tailored to suit the client’s needs, from Treasury depts of large multi‑nationals to sole traders.

As part of our ongoing growth and transformation journey, we are seeking an experienced Service Quality Lead to join the team.

• Monitor, troubleshoot, and resolve production incidents for local and global banking applications in a timely manner to minimize downtime.
• Provide L1 and L2 support, including initial triage, diagnostics, and resolution, and collaborate with application support teams and vendors for partial L3 support to address complex issues.

• Act as the primary point of contact between local teams in region and global/regional system teams, including SRE and Dev Ops teams, to ensure seamless incident resolution and system alignment.
• Coordinate with global teams to manage incidents affecting distributed banking systems, ensuring consistency in processes and standards.
• Work closely with application support teams to resolve escalated issues and implement fixes for production systems.
• Engage with the bank’s operation resilience project team to align on initiatives for system robustness, disaster recovery, and regulatory compliance.
• Collaborate with internal IT/tech center staff and external vendors to manage service‑level agreements (SLAs) and ensure effective incident resolution.
• Lead post‑incident root cause analysis (RCA) and coordinate with problem management teams to identify and implement preventive measures.
• Drive initiatives to reduce recurring incidents and improve system stability.

• Oversee monitoring systems (e.g., Splunk, AppD) to proactively detect issues and analyze performance metrics.
• Provide regular reports to senior management on system health, incident trends, and SLA adherence.

• Enhance support processes, tools, and documentation to improve operational efficiency and response times.
• Collaborate with SRE and Dev Ops teams to integrate…