Service Reliability Engineer

Job Description

Purpose of the role

To manage the IT Services department and set the strategic direction, provide support to the bank's senior management team, and to manage IT Service risk across the organisation management of IT Services to support the banks operations and representing Technology service performance with senior stakeholders and managing IT service risk across the organisation.   

Accountabilities

• Development of strategic direction for IT Services, including the implementation of up-to- date methodologies and processes.
• Management of the IT Services department, including oversight of IT Services colleagues and their performance, implementation of departmental goals and objectives, oversight of department efficiency and effectiveness.  .
• Relationship management of IT Services stakeholders, including identifying relevant stakeholders, and maintenance of the quality of external third party services.
• Development and implementation of policies and procedures for IT Services, implementation and adherence of control targets and standards, policies and procedures for IT Services, managing adherence to group SLAs and controls associated with core technology production activities in incident, problem, and change.
• Management of IT Services risk, including identification of potential IT Services risks, development of strategies to mitigate those risks, and maintenance of alignment between the bank’s change and compliance functions.  .
• Monitoring the financial performance of the IT Services department, including revenue, profitability, and cost control, driving value from any commercial agreements, strong management of any directly controlled costs etc.
• Management of IT Services projects, including driving successful research and related product launches, and deliverance of integrated solutions to clients.
• Effectively monitor and maintain the bank’s critical technology infrastructure and resolve more complex technical issues, whilst minimising disruption to operations.

Analyst Expectations

• To perform prescribed activities in a timely manner and to a high standard consistently driving continuous improvement.
• Requires in-depth technical knowledge and experience in their assigned area of expertise
• Thorough understanding of the underlying principles and concepts within the area of expertise
• They lead and supervise a team, guiding and supporting professional development, allocating work requirements and coordinating team resources.
• If the position has leadership responsibilities, People Leaders are expected to demonstrate a clear set of leadership behaviours to create an environment for colleagues to thrive and deliver to a consistently excellent standard. The four LEAD behaviours are: L – Listen and be authentic, E – Energise and inspire, A – Align across the enterprise, D – Develop others.
• OR for an individual contributor, they develop technical expertise in work area, acting as an advisor where appropriate.
• Will have an impact on the work of related teams within the area.
• Partner with other functions and business areas.
• Takes responsibility for end results of a team’s operational processing and activities.
• Escalate breaches of policies / procedure appropriately.
• Take responsibility for embedding new policies/ procedures adopted due to risk mitigation.
• Advise and influence decision making within own area of expertise.
• Take ownership for managing risk and strengthening controls in relation to the work you own or contribute to. Deliver your work and areas of responsibility in line with relevant rules, regulation and codes of conduct.
• Maintain and continually build an understanding of how own sub-function integrates with function, alongside knowledge of the organisations products, services and processes within the function.
• Demonstrate understanding of how areas coordinate and contribute to the achievement of the objectives of the organisation sub-function.
• Make evaluative judgements based on the analysis of factual information, paying attention to detail.
• Resolve problems by identifying and selecting solutions through the application of acquired technical experience and will be guided by precedents.
• Guide and persuade team members and communicate complex / sensitive information.
• Act as contact point for stakeholders outside of the immediate function, while building a network of contacts outside team and external to the organisation.

All colleagues will be expected to demonstrate the Barclays Values of Respect, Integrity, Service, Excellence and Stewardship – our moral compass, helping us do what we believe is right. They will also be expected to demonstrate the Barclays Mindset – to Empower, Challenge and Drive – the operating manual for how we behave.

As a GTSM Service Reliability Engineer within XDP Platforms and Services, you will help ensure the reliability, stability, and performance of critical platform services that support a wide range of digital capabilities across the organisation. Your day may involve reviewing service health dashboards, investigating alerts and incidents, responding to support queries, and working closely with engineering teams to maintain the smooth operation of platform services.

You will collaborate with Development, Infrastructure, and Platform teams to troubleshoot issues, improve monitoring and observability, support platform releases, and identify opportunities for automation and operational improvement. You will also contribute to incident and problem management activities, helping to resolve production issues and enhance service resilience. This role is well suited to someone who enjoys solving technical challenges, working in a collaborative environment, and contributing to the delivery of reliable, secure, and scalable platform services.

To be successful as a Service Reliability Engineer, you should have experience in:

• Infrastructure, Middleware & Database Knowledge – Experience with Linux/Unix, middleware technologies (JBoss, Tomcat, Glassfish), and databases including Oracle, SQL, and MongoDB.
• Cloud, Microservices & DevOps Tooling – Exposure to microservices, container platforms (OpenShift), cloud technologies (AWS/Azure), and CI/CD tools such as Jenkins and GitLab.
• Monitoring, Automation & Programming – Knowledge of monitoring and scheduling tools (AppDynamics, ITRS, Observe, TWS, AutoSys), Kafka/Kibana, and programming or scripting languages such as Python, Java, Shell, AI/GenAI, or ML.

Some other highly valued skills include:

• Production Support & Incident Management – Proven ability to provide effective production support, rapidly respond to incidents and escalated user queries, participate in Major Incident Management, and drive issue resolution through to recovery.
• Stakeholder Management & Communication – Strong communication and prioritization skills with the ability to manage user expectations, coordinate across technical teams, and engage senior stakeholders across RTB, BTB, Compliance, and project teams.
• Operational Excellence & Service Reliability – Experience identifying and implementing operational improvements, with flexibility to support shift patterns, release activities, and occasional weekend support to ensure service stability.

You may be assessed on key critical skills relevant for success in role, such as risk and controls, communication skills and interaction with a diverse range of stakeholders, as well as job-specific technical skills.

This role will be based out of Knutsford.