Technical Application Service Specialist

Technical Application Service Specialist

We're looking to recruit a Technical Application Service Specialist (TASS) to work within The Customer Intelligence lab in Bristol. As a TASS, a solid technical background will be required to lead the IT recovery process in the event of system outages, incidents, or disasters. Coordinate multi-functional teams, manage recovery activities, maintain operational readiness, and ensure IT service stability. The TASS drives continuous improvement across operational processes and ensures service levels are consistently met or exceeded.

We believe that people don't fit neatly into roles, and we value everyone's individual skills, experience, and knowledge — it's what makes you awesome!

What follows is what you might find our TASS mostly doing, but your experience will flex depending on the team's needs, and your own aspirations. Our objective is to grow and create an environment where you can do what you enjoy.

The Customer Intelligence lab sits within the Personalised Experiences and Communications (PEC) platform in the Consumer Relationships business unit, with a remit to deepen our understanding of our customers, to enable data-led, personalised customer experiences. Our work is to get to know our customers like never before, gathering data from our customer touchpoints to generate meaningful insights and build data-driven experiences, helping us get closer to our customers, understand their motivations and maintain their loyalty. We are focussed on driving a transformation in the way we use customer data to deliver customer experience, and service reliability is a critical pillar in achieving this.

We're on an exciting transformation journey and there could not be a better time to join us. The investments we're making in our people, data, and technology are leading to innovative projects, fresh possibilities and countless new ways for our people to work, learn, and thrive.

What you'll need:

• Management skills – Demonstrable experience in IT Operations or Service Management in a run/support environment.
• A good understanding of ITIL processes, especially Incident, Problem and Change.
• Critical Thinking - Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems
• Have the ability to act as the main point of contact, oversee and coordinate all types of incidents, and guarantee timely resolution, communication, and post-incident review activities.
• You must have a strong service attitude and will need to be able to remain calm and courteous while working to resolve incidents in high pressured situations.
• A self-starter with an organised and methodical approach to problem-solving and a fast learner with an inherent ability to understand complex technology solutions.
• Coordinate problem management efforts to identify root causes and implement permanent fixes.
• Maintain and improve runbooks, support documentation and operational procedures.
• Lead daily standups and operational reviews ensuring team alignment and service transparency.
• Contribute by finding opportunities for automation or self-service.
• Ensure alignment with service level agreements, performance indicators, and compliance requirements.
• Clear communication and interpersonal skills in engaging with users of diverse technical skill levels.
• Effective time management skills with the ability to work on multiple tasks simultaneously, prioritising tasks due to shifting priorities.

And any experience of these would be really useful:

• A good understanding of IT infrastructures (servers, networks, databases, cloud environments, etc)
• A familiarity with incident management and business continuity software i.e. Service Now.
• Demonstrable experience in leading recovery teams in fast-paced situations.
• ITIL Foundation certification.
• Experience in enterprise environments with 24*7 operations.
• Familiarity with monitoring tools (e.g. Splunk, Dynatrace)
• Exposure to Agile, Devops or SRE principles.

Our ambition is to be the leading UK business for diversity, equity and inclusion supporting our customers, colleagues and communities and we're committed to creating an environment in which everyone can thrive, learn and develop.

We offer reasonable workplace adjustments for colleagues with disabilities, including flexibility in office attendance, location and working patterns. And, as a Disability Confident Leader, we guarantee interviews for a fair and proportionate number of applicants who meet the minimum criteria for the role with a disability, long-term health or neurodivergent condition through the Disability Confident Scheme.

We provide reasonable adjustments throughout the recruitment process to reduce or remove barriers. Just let us know what you need.

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

• A generous pension contribution of up to 15%.
• An annual bonus award, subject to Group performance.
• 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.

Ready to start growing with purpose? Apply today.