Technical Specialist - IT Service (Shift)

Working in the IT Shared Services area of IT Service this role ensures ITIL best practice is adopted and promoted across the organisation.

 Continually assesses ways of working in order to develop or revise artefacts and processes that improve team efficiency and effectiveness.  A role model within the team who provides mentoring and coaching to peers and junior team members.

This role is responsible for ensuring the availability of the Society’s systems 24x7/365.

This role is the sole point of escalation for the team on night and weekend shifts. It will ensure that overnight batch completes successfully and in a timely manner, escalating where necessary to avoid impact to the business and the online day.  

The Technical Specialist should manage, monitor and delegate work to other members of the shift in line with the capabilities of their shift, ensuring all channels of engagement to the team are monitored and actioned. They should raise risks, concerns where identified, and continually look to improve the way the IT Operations team works.

Be the lead on Major Incidents on behalf of the IT Operations team.

Give advice and assistance to shift members to help them develop.

Reports into the IT Datacentre and Operations manager with feedback regarding performance and improvements for the team. 

Ensuring that all issues requiring escalation are escalated correctly and in line with known processes. 

Validate and update documentation on a regular basis to ensure it is up to date and relevant and responsibility to be the delegation point for the IT Datacentre and Operations manager in their absence.

You are passionate about ensuring the business delivers a great customer service and experience. Seeking to understand how decisions impact the end user and asking question to gain insight into the customer perspective and experience.

You create a culture of continuous improvement.  You learn from mistakes and use the experience to change how you and the team respond to similar situations in the future.

Intellectually curious; you encourage ideas and challenge.

Highly self-aware and emotionally intelligent, you understand your impact on others and take time to understand all colleagues and help them to operate at their best.

As a mutual, we’ve always worked together to improve the lives of others. Now one of the largest Building Societies in the UK, over 3,000 of us share that goal, in our branches and Head Office. Our benefits go beyond basic pay, with a discretionary bonus scheme, a culture of reward and recognition and total support for our wellbeing.

We’re serious about equality, of race, age, faith, disability and sexual orientation, but also of personality and the way we think. By being yourself, you’ll make us stronger. You can build so much more than a career.

Come and make a difference in our Society, that’s been voted a ‘Great Place to Work’ by our teams.

Flexibility and why it matters 

We understand the need for flexibility, so wherever possible, we’ll consider alternative working patterns. Have a chat with us before you apply to see what the possibilities are for this role.