Technical Application Service Specialist

Job Summary
We are looking for a skilled Service Specialist to join our Domestic Payments Lab Service Team based in Edinburgh. In this role, you will independently handle a wide range of customer inquiries and moderately complex technical issues. You will play a key part in improving service processes and begin mentoring newer team members. This position offers an excellent opportunity to deepen your product knowledge, enhance your problem-solving skills, and take on increased responsibility for resolving customer challenges. You will operate in a fast-paced environment, working closely with technical teams to quickly diagnose issues, follow recovery procedures, and restore services with minimal disruption.

Key Responsibilities
Effectively manage incidents and problems by applying ITIL best practices to resolve recurring issues. You will troubleshoot technical problems by collaborating with Infrastructure Teams to identify and fix hardware, software, and network faults. Using IT Service Management (ITSM) tools such as ServiceNow and Jira, you will track and manage incidents throughout their lifecycle.

Documenting fixes, procedures, and contributing to knowledge bases will be essential to support continuous improvement efforts. Strong problem-solving skills are required to promptly identify and implement solutions, often under pressure.

You will work with UNIX applications and operating systems including Linux and AIX, while developing and maintaining code using Java, Perl, and Unix Shell scripting. Managing databases such as IBM DB2, Oracle PL/SQL, and PostgreSQL will also be part of your role.

Your responsibilities extend to operating middleware and integration platforms like IBM Integration Bus (IIB)/IBM App Connect Enterprise (ACE), Webservices (REST/SOAP), SpringBoot, Kafka, WebSphere MQ, and IBM WebSphere Application Server (WAS). You will utilize containerization and orchestration tools including Docker and Kubernetes.

Additionally, you will employ code management and continuous integration tools such as GitHub, SonarQube, Nexus, and Jenkins. Monitoring and automation tools like Tivoli Workload Scheduler (TWS), Splunk, Dynatrace, and ServiceNow will support your work in maintaining system stability.

Clear and effective communication with senior management, colleagues, and support teams is vital to ensure smooth operations and timely resolution of issues.

Required Qualifications
- Proven experience in incident and problem management within a technical environment.
- Strong knowledge of UNIX/Linux operating systems.
- Proficiency in Java, Perl, and Shell scripting.
- Familiarity with ITSM platforms such as ServiceNow and Jira.
- Experience with databases including IBM DB2, Oracle PL/SQL, and PostgreSQL.
- Understanding of middleware technologies like IBM Integration Bus, WebSphere MQ, and SpringBoot.
- Hands-on experience with Docker and Kubernetes.
- Ability to document technical procedures and contribute to knowledge sharing.
- Excellent verbal and written communication skills.
- Ability to work effectively under pressure and maintain composure in stressful situations.

Preferred Qualifications and Benefits
Basic scripting or automation skills in Bash or Python are advantageous. Knowledge of cloud platforms such as Google Cloud Platform (GCP), Microsoft Azure, Amazon Web Services (AWS), and private cloud solutions is desirable. Familiarity with observability and monitoring tools to ensure system reliability will be beneficial.

Strong emotional intelligence and soft skills to handle high-pressure situations professionally are highly valued.

We are committed to fostering an inclusive workplace that reflects modern society and celebrates diversity. We encourage applications from under-represented groups and are disability confident, offering reasonable adjustments throughout the recruitment process.

Our comprehensive benefits package includes:
- Generous pension contributions of up to 15%.
- Annual bonus awards subject to Group performance.
- Share schemes including free shares.
- Lifestyle benefits such as discounted shopping.
- 30 days’ holiday plus bank holidays.
- Wellbeing initiatives and generous parental leave policies.

Join us for a rewarding career where you can make a positive impact while growing and thriving in a supportive, innovative environment.