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Production Services Lead – Command Center – Shared Analyst

Chester, , United Kingdom

Job Description:

Job Title: Production Services Analyst

Corporate Title: Officer

Location: Chester

Role Description:

Here in the Chester office we are looking to recruit a Production Services Analyst. This is part of a global structure across a 3 site model to ensure 24/7 coverage. You will be accountable for performing operational excellence by detecting, predicting and preventing customer and business impacting technology incidents and to restore service as quickly as possible when disruptions do occur.  The position provides 24x7 support for technical questions and procedural inquiries and has a Fixed Shift Pattern schedule of:  07:00 – 16:00 Sun – Thurs and Tues – Sat.

Responsibilities

Customer Sentiment Monitoring

  • Pro-actively monitor and utilize customer reports to escalate potential issues to support teams
  • Communicate up to senior management level for confirmed impacting incidents
  • Review and approve access requests across multiple platforms and support teams, cloud, server, network, storage, ATM

Business as Usual

  • Actively monitor and react to alerts presented in Service and Event dashboards
  • Perform assessment of alert conditions to understand actions
  • Communicate appropriately with customers, management and technical support teams
  • Identify possible production failure scenarios through monitoring of IT Services and react to the failure according to business impact
  • Performing troubleshooting analysis, research and resolutions for repeatable issues
  • Provision elevated access for Infrastructure devices
  • Follow appropriate escalation procedures, SLA’s, and policies regarding management notification
  • Ensure that all previously resolved problems have been documented with any required follow up activities and/or recommendations to avoid and reduce problems in the future
  • Perform succinct and comprehensive turnover for service continuity
  • Work effectively as team member when problems require a group effort. Ensure all general policies and procedures are adhered to
  • Looking for process efficiencies and automation opportunities

Actively engaged in the success of the team and delivering for our Customers

The Team:

We are a small team based in Chester and working with a global team in Singapore and the US.  This team is the primary interface for all line of business application and infrastructure operations functions within Foundational Services organization. 

We monitor the banks environment and act proactively to ensure that systems and services that we offer remain stable and deliver the service require to our customers.

Lots of opportunities to learn about the different lines of business, technology and ITIL.

Core Skills:

  • An understanding of Technology Infrastructure
  • Good analytical and problem solving skills with attention to detail, accuracy, and follow up
  • Ability to coordinate troubleshooting activities across multiple groups to ensure rapid problem resolution and recovery
  • Operational support experience
  • Have a flexible and 'can do' attitude and a sense of initiative with the ability to learn fast and deal calmly with situations
  • Good verbal and written communication skills
  • Working Experience of Microsoft Products (Outlook, Word, Excel)
  • Knowledge of Remedy or a similar Service Management tool
  • Knowledge of monitoring tools
  • An understanding of ITIL certifications

Preferred skills

  • Basic programming; Splunk, PHP

Bank of America:

Every day, across the globe, our employees bring a commitment to our purpose and to driving responsible growth by living our values: deliver together, act responsibly, realize the power of our people and trust the team. A key aspect of driving responsible growth is doing so in a sustainable manner, a critical pillar of which is being a great place to work for our teammates.

In line with these values, in EMEA we have 9 Employee Networks, a wide range of Sports & Social clubs, and other development and networking opportunities so that you can enjoy a range of experiences and connect with colleagues across the bank. We also offer exclusive discounts to some of the most iconic cultural experiences for you to enjoy in your spare time outside of work. Learn more about our benefits here.

Good conduct and sound judgment is crucial to our long term success. It’s important that all employees in the organisation understand the expected standards of conduct and how we manage conduct risk. Individual accountability and an ownership mind-set are the cornerstones of our Code of Conduct and are at the heart of managing risk well.

We are an equal opportunities employer, and ensure that no applicant is subject to less favourable treatment on the grounds of gender, gender identity, marital status, race, colour, nationality, ethnic or national origins, age, sexual orientation, socio-economic background, responsibilities for dependants, physical or mental disability. The Bank selects candidates for interview based on their skills, qualifications and experience.

We strive to ensure that our recruitment processes are accessible for all candidates and encourage any candidates to tell us about any adjustment requirements. As part of our standard hiring process to manage risk, please note background screening checks will be conducted on all hires before commencing employment.

Job Band:

H5

Shift: 

Hours Per Week:

35

Weekly Schedule:

Referral Bonus Amount:

0

Job Description:

Job Title: Production Services Analyst

Corporate Title: Officer

Location: Chester

Role Description:

Here in the Chester office we are looking to recruit a Production Services Analyst. This is part of a global structure across a 3 site model to ensure 24/7 coverage. You will be accountable for performing operational excellence by detecting, predicting and preventing customer and business impacting technology incidents and to restore service as quickly as possible when disruptions do occur.  The position provides 24x7 support for technical questions and procedural inquiries and has a Fixed Shift Pattern schedule of:  07:00 – 16:00 Sun – Thurs and Tues – Sat.

Responsibilities

Customer Sentiment Monitoring

  • Pro-actively monitor and utilize customer reports to escalate potential issues to support teams
  • Communicate up to senior management level for confirmed impacting incidents
  • Review and approve access requests across multiple platforms and support teams, cloud, server, network, storage, ATM

Business as Usual

  • Actively monitor and react to alerts presented in Service and Event dashboards
  • Perform assessment of alert conditions to understand actions
  • Communicate appropriately with customers, management and technical support teams
  • Identify possible production failure scenarios through monitoring of IT Services and react to the failure according to business impact
  • Performing troubleshooting analysis, research and resolutions for repeatable issues
  • Provision elevated access for Infrastructure devices
  • Follow appropriate escalation procedures, SLA’s, and policies regarding management notification
  • Ensure that all previously resolved problems have been documented with any required follow up activities and/or recommendations to avoid and reduce problems in the future
  • Perform succinct and comprehensive turnover for service continuity
  • Work effectively as team member when problems require a group effort. Ensure all general policies and procedures are adhered to
  • Looking for process efficiencies and automation opportunities

Actively engaged in the success of the team and delivering for our Customers

The Team:

We are a small team based in Chester and working with a global team in Singapore and the US.  This team is the primary interface for all line of business application and infrastructure operations functions within Foundational Services organization. 

We monitor the banks environment and act proactively to ensure that systems and services that we offer remain stable and deliver the service require to our customers.

Lots of opportunities to learn about the different lines of business, technology and ITIL.

Core Skills:

  • An understanding of Technology Infrastructure
  • Good analytical and problem solving skills with attention to detail, accuracy, and follow up
  • Ability to coordinate troubleshooting activities across multiple groups to ensure rapid problem resolution and recovery
  • Operational support experience
  • Have a flexible and 'can do' attitude and a sense of initiative with the ability to learn fast and deal calmly with situations
  • Good verbal and written communication skills
  • Working Experience of Microsoft Products (Outlook, Word, Excel)
  • Knowledge of Remedy or a similar Service Management tool
  • Knowledge of monitoring tools
  • An understanding of ITIL certifications

Preferred skills

  • Basic programming; Splunk, PHP

Bank of America:

Every day, across the globe, our employees bring a commitment to our purpose and to driving responsible growth by living our values: deliver together, act responsibly, realize the power of our people and trust the team. A key aspect of driving responsible growth is doing so in a sustainable manner, a critical pillar of which is being a great place to work for our teammates.

In line with these values, in EMEA we have 9 Employee Networks, a wide range of Sports & Social clubs, and other development and networking opportunities so that you can enjoy a range of experiences and connect with colleagues across the bank. We also offer exclusive discounts to some of the most iconic cultural experiences for you to enjoy in your spare time outside of work. Learn more about our benefits here.

Good conduct and sound judgment is crucial to our long term success. It’s important that all employees in the organisation understand the expected standards of conduct and how we manage conduct risk. Individual accountability and an ownership mind-set are the cornerstones of our Code of Conduct and are at the heart of managing risk well.

We are an equal opportunities employer, and ensure that no applicant is subject to less favourable treatment on the grounds of gender, gender identity, marital status, race, colour, nationality, ethnic or national origins, age, sexual orientation, socio-economic background, responsibilities for dependants, physical or mental disability. The Bank selects candidates for interview based on their skills, qualifications and experience.

We strive to ensure that our recruitment processes are accessible for all candidates and encourage any candidates to tell us about any adjustment requirements. As part of our standard hiring process to manage risk, please note background screening checks will be conducted on all hires before commencing employment.

Learn more about this role

Full time

JR-21079619

Band: H5

Manages People:

Manager:

Talent Acquisition Contact:

James Bannerman

Referral Bonus:

0

Street Address

Primary Location:
Chester Business Park, Chester, CH4 9FB