Seior Service Quality Manager

Role Title

Senior Service Quality Manager

12 month initial contract

Sheffield, Hybrid 3 days per week onsite

up to £460 p/d Umbrella inside 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 driving 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)
• SRE/Dev Ops collaboration (automation, CI/CD, resilience)
• 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)
• Dev Ops exposure:
  Jenkins/Git Lab CI, Git/Git Hub, CI/CD pipelines, Ansible
• 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)

The Onboarding and Know Your Customer (OBKYC) Enabler Value Stream has been established to deliver common, group‑wide onboarding and KYC capabilities and services. It brings together business, operations and technology colleagues to co‑design and build solutions to deliver better products and services for our customers. This value stream is intended to deliver towards our Future State Architecture (FSA) and the Digital Acceleration Programme – enabling a consistent approach in how we deliver change across the bank to facilitate improving the experience of our customers, the resilience of our infrastructure, and to embrace innovative technologies.

• Minimum of 8 years of experience in IT production support.
• Proven experience supporting complex banking applications in a global banking environment.
• Proven experience in automating CI/CD pipelines and implementing security practices in a financial services or banking environment.
• Experience supporting production support teams during incidents, with a focus on rapid resolution and root cause analysis.
• Familiarity with coordinating with global/regional SRE and Dev Ops teams in a distributed environment.
• Experience in L1/L2 support and coordination with application teams/vendors.

• Systems
  : strong knowledge of Linux/Windows for system administration and troubleshooting.
• Monitoring Tools
  : proficiency in Splunk, AppD, Grafana, or similar for real‑time system monitoring.
• Scripting
  : basic scripting skills in Bash, Python, or Power Shell for automating support tasks.
• Database
  : familiarity with SQL (Oracle, Mongo Db) for querying and troubleshooting database issues.
• Networking
  : understanding of TCP/IP, DNS, and firewalls for diagnosing connectivity issues.
• Incident Management
  : experience with Jira, Service Now for tracking and resolving incidents.
• Banking Systems
  : knowledge of banking applications and regulatory compliance in the region.
• Primary Skills
  :
  Java production support or development experience, Unix Shell…