Digital Support Engineer

Business Unit: Technology Operations & Cyber Security
Salary Range: £33,600- £42,000 per annum per annum DOE + red-hot benefits
Location: UK Hybrid with occasional visit to Glasgow Hub

Get out of your comfort zone. Live a life more Virgin.

Our Team

Digital Service Support sits within Technology Operations & Cyber Security (TOCS) and is responsible for supporting the bank’s Digital Banking Platform. Our team is responsible for the deployment of project changes to the iB platform and at the same time providing technical support, maintenance and improvement of underlying technical estate within all the environments involved in the software delivery lifecycle. This is crucial to our organisation’s strategy to be a fully digitised bank and to improve our customer experience thus contributing to our purpose of Making you happier about money.  It’s an exciting time to join given the evolution of iB release model across tribes and squads which will enable us to deliver on our objective in being a truly agile bank.

What you’ll be doing

• Supporting our services through the proactive identification of risk and resolution of live issues while delivering excellent customer service.
• Conducting defect/incident/problem investigation, validation and resolution within technical specialism(s). Contributing to resolution of all environmental issues.
• Collaborating with other teams and escalating where necessary to the Senior Technical Specialist to ensure issues are resolved within agreed SLAs.
• Share learnings and support the implementation of improvements to mitigate further issues arising.
• Input to review of playbooks and code to ensure that they are to a suitable standard, supporting resolution of initial defect/playbook issues from initial delivery through to deployment.
• Escalation of any risks/issues to Management Team
• Providing Technical Validation of Build
• Deployment of code and data as per the playbook and plan.
• Liaise with business and development teams to ensure appropriate tests are executed utilising appropriate testing tools
• Improving our delivery through innovation, continuous improvement and automation.
• Working with project & technical teams to ensure solutions meet the Bank’s operational and strategic needs.
• Collaborating and building relationships with internal and external parties
• Participate in cross skilling to create a team of multi-skilled engineers.
• Deputise for the Senior Support Engineer where required

We need you to have

• A track record of working within large multi-platform environments where you’ve delivered to planned schedules with challenging timescales.
• The ability to work with our Operational Platform and related technologies
• Experience of monitoring tools, frameworks and processes (AppDynamics, Dynatrace etc.)
• The ability to prioritise multiple activities in a rapidly changing environment
• Knowledge of at least one of our key skills UNIX, F5, IM, WAS, Oracle, Pega, MQ, ESB, Openshift
• Knowledge of reviewing/updating playbooks
• A good understanding of environments, constituent components and their interoperability
• Strong technical knowledge with good problem-solving skills
• Familiar with SDLC and different testing methodologies
• Use and interpretation of information/diagnostic tools
• Knowledge of deploying applications both from installers and as individual components

It’s a bonus if you have but not essential

•       Scripting and automation skills
•       Experience with agile methodologies
•       Experience of Process Improvements and Lean Methodology
•       Been involved in facilitating groups of technical people 

Red Hot Rewards

• Generous holidays - 38.5 days annual leave (including bank holidays and prorated if part-time)​ plus the option to buy more.
• Up to five extra paid well-being days per year​. 
• 20 weeks paid, gender-neutral family leave (52 weeks in total) for expectant parents and those looking to adopt. 
• Market-leading pension.
• Free private medical cover, income protection and life assurance.
• Flexible benefits include Cycle to Work, wellness and health assessments, and critical illness. 

And there's no waiting around, you'll enjoy these benefits from day one.

Feeling insatiably curious about this role? If we’re lucky to receive a lot of interest, we may close the advert early and would hate you to miss out.

We're all about helping you Live a Life More Virgin, so happy to talk flexible working with you.

Say hello to Virgin Money
We’re making great strides towards achieving our ambition of becoming the UK’s best digital bank.  As a full-service digital bank with a heritage stretching back over 180 years, we’re a workforce to be reckoned with, and we're putting the full power of our experience behind disruptive ideas that reinvent the role a bank plays in people's lives. We're customer-obsessed and work tirelessly to deliver on our purpose, ‘Making You Happier About Money.’ This means we're able to do banking differently, and by innovating and working together we can make a real difference by creating memorable moments and red-hot experiences for our millions of customers. Join us and Live a Life More Virgin that empowers you with choice and flexibility in how you work. 

Be yourself at Virgin Money
Our purpose is to make people happier about money, this means seeing and feeling the world as our customers do by creating a workforce that reflects the rich diversity of our customers and communities.  We’re committed to creating an inclusive culture where colleagues feel safe and inspired to contribute, speak up and be heard.  

As a Disability Confident Leader, we're committed to removing any obstacles to inclusion.  If you need any reasonable adjustments or support making your application, contact our Talent Acquisition team careers@virginmoney.com

It’s important to note that there may be occasions where it’s not possible to interview all candidates declaring a disability who meet the essential criteria for the job. In certain recruitment situations such as receiving a high-volume of applications, we may need to limit the overall numbers of interviews offered to both disabled and non-disabled applicants. 

Now the legal bit
Living A Life More Virgin allows our colleagues to be based anywhere in the UK (if the role allows it), but we'll need you to confirm you have the right to work in the UK.

If you're successful in securing a role with us, there are some checks you need to complete before starting. These include credit and criminal record checks and three years' worth of satisfactory references. If the role is part of the Senior Manager Regime and Certification Regime, it requires enhanced pre-employment checks – we'll ask for six years of regulatory references, and once in the role, you'll be subject to periodic employment checks.