Production Support Lead

We support agile working

Click here for more information on agile working options.

Agile Working Options

LOCATION: London

HOURS: Full-time – 35 hours per week

WORKING PATTERN: Our work style is hybrid, which involves spending at least two days per week currently, or 40% of our time, at our London office.

Our Production Support & SRE function within the Analytics & AI Platform are looking for an experienced and passionate Production Support Lead with strong hands-on Incident Management experience. You’ll be working with a team of engineers on a suite of automation and AI products to monitor and fix live service across both Public and Private Cloud. Your leadership, diagnostic and communication skills will deliver an exceptional support experience for our customers and technical teams.

What you’ll do

• Lead and coach your team to deliver IT support across a diverse estate including the strategic robotics solution and digital document upload products
• Act as TRM on high severity incidents, and conduct Post Incident Reviews to identify root cause
• Use data driven insights to target remediation actions to drive down incidents and improve service and reliability in collaboration with engineers
• Pro-actively build relationships through effective communication with customers and technical teams
• Collation and presentation of incident and performance metrics through a technical and product lens, with a focus on driving up pre-emptive detection of incidents vs customer notified issues.
• Support UAM compliance across the platform including internal and external audits

What you’ll need

• Previous experience of Incident Management, including high severity incidents.
• Experience in the banking and finance industry
• Knowledge of Service Now and Power BI
• Leadership of a high performing team (our team is based in the UK and India)
• Experience working with Jira, Confluence and Agile working practices

About working for us

Our focus is to ensure we’re inclusive every day, building an organisation that reflects modern society and celebrates diversity in all its forms. We’re committed to creating a consciously inclusive workplace where our colleagues can be themselves, thrive and perform at their best.

We were one of the first major organisations to set goals on diversity in senior roles, create a menopause health package, and a dedicated Working with Cancer Initiative.

As an inclusive employer, we offer Workplace Adjustments for colleagues with a disability (which may include long-term health and neurodivergent conditions) where it is reasonable to do so. This could include flexibility with regards to office attendance, location, and working pattern.

We're proud to be a Disability Confident Leader. If you have a disability, you can also apply via our Disability Confident Scheme (DCS). Through the DCS, we guarantee to interview a fair and proportionate number of applicants with a disability, whose application meets the minimum criteria for the advertised job role.

We also provide adjustments that are reasonable throughout the recruitment process to reduce or remove barriers for applicants with a disability, long-term health condition or neurodivergent condition. If you’d like an adjustment to the recruitment process just let us know.

We also offer a wide-ranging benefits package, which includes:

• A generous pension contribution of up to 15%
• An annual performance-related bonus
• Share schemes including free shares
• Benefits you can adapt to your lifestyle, such as discounted shopping
• 30 days’ holiday, with bank holidays on top
• A range of wellbeing initiatives and generous parental leave policies

If you’re excited by the thought of becoming part of our team, get in touch. We’d love to hear from you.

By joining our Talent Community your profile will be visible to our recruitment teams, who are constantly looking to match outstanding talent with our current and future opportunities. Just complete the short form and we’ll be able to keep you up to date.

At Lloyds Banking Group, we're driven by a clear purpose; to help Britain prosper. Across the Group, our colleagues are focused on making a difference to customers, businesses and communities. With us you'll have a key role to play in shaping the financial services of the future, whilst the scale and reach of our Group means you'll have many opportunities to learn, grow and develop.

We're focused on creating a values-led culture and are committed to building a workforce which reflects the diversity of the customers and communities we serve. Together we’re building a truly inclusive workplace where all of our colleagues have the opportunity to make a real difference.