IT Operations Analyst

About us

Join one of the UK’s fastest growing and award-winning banks.

We are a team of ambitious, passionate, hardworking, and committed people who have successfully created and launched one of the UK’s newest specialist property finance banks. As we embark on an exciting journey of growth, we are seeking exceptional new team members who possess both the ambition and drive to contribute to our vision. At GB Bank, we believe that career progression should not only be achievable but accelerated, enabling our employees to reach their potential in a supportive and dynamic atmosphere.

Our environment is fast-paced and collaborative, where your efforts are recognised, rewarded, and make a tangible impact. We take pride in fostering and open and inclusive culture that not only embraces change but also encourages continuous learning and professional development.

In this role, you will:

Support the day to day operation, availability and support of the Bank’s technology services, ensuring colleagues receive a reliable and effective technology service.

Working within the Technology function, the role provides hands on operational support across end-user technology, Microsoft 365, identity and access management, business applications and technology services. The role works closely with the Bank’s technology suppliers to manage incidents, service requests, problems and changes through to resolution.

Operating within a regulated financial services environment, the role contributes to effective technology controls, operational resilience, audit readiness and the maintenance of appropriate operational evidence.

Key areas of responsibility:

• Provide day to day IT operational support across the Bank’s technology estate, acting as an escalation point for issues requiring further investigation beyond first-line support.

• Support the administration and operation of Microsoft 365, including Microsoft Teams, SharePoint, OneDrive, Exchange Online and associated collaboration services.

• Support Microsoft Entra ID identity and access management activities, including user administration, access changes and investigation of authentication and access issues.

• Work closely with technology suppliers to ensure incidents and service requests are appropriately prioritised, managed, escalated and resolved within agreed service levels.

• Support the Bank’s ITIL-aligned Incident, Problem, Change and Request Management processes.

• Support Major Incident Management activities, including coordination, communications, evidence gathering, incident timelines and follow-up actions.

• Maintain accurate operational records within Jira, ensuring incidents, problems, changes and associated actions contain sufficient information and evidence to support effective service management and governance.

• Use and maintain Confluence as an operational knowledge repository, including support documentation, knowledge articles, procedures, runbooks and troubleshooting guidance.

• Assist with user lifecycle activities including joiners, movers and leavers, access provisioning and periodic access reviews.

• Support endpoint, device and workplace technology activities including laptops, software, peripherals and associated corporate technology services.

• Monitor technology services and operational queues, identifying recurring issues, service degradation and opportunities for improvement.

• Liaise with internal teams and third-party suppliers during incident investigation and resolution, ensuring ownership remains clear through to service restoration.

• Assist with supplier service management by reviewing service performance, outstanding incidents, recurring issues and agreed actions.

• Support operational resilience and disaster recovery activities, including maintenance of recovery documentation and participation in recovery and resilience testing.

• Maintain operational documentation, procedures, support models, escalation paths and contact information.

• Support technology risk and control activities by maintaining appropriate evidence and assisting with control testing, audit and regulatory information requests.

• Ensure technology changes are appropriately recorded, assessed, approved and evidenced in accordance with the Bank’s Change Management process.

• Identify opportunities to improve or automate operational processes and reduce manual effort, recurring incidents and operational risk.

• Participate in technology projects and service transitions, ensuring new or changed services have suitable operational documentation, support arrangements, ownership and handover into BAU.

• Develop effective working relationships with colleagues across Technology, Information Security and the wider Bank, as well as key technology suppliers.

• Perform other reasonable technology operations duties appropriate to the role.

A bit about you – You are/have:

Essential

• Practical experience working within an IT Operations, IT Support, Service Delivery or similar technology environment.

• Good working knowledge of Microsoft 365, particularly Teams, SharePoint, OneDrive and Exchange Online.

• Experience of identity and access management, preferably Microsoft Entra ID.

• Practical experience using the Atlassian ecosystem, particularly Jira and Confluence, within an operational or service management environment.

• Good understanding of IT service management principles, including Incident, Problem, Change and Request Management.

• Strong troubleshooting and analytical skills with the ability to investigate issues methodically and coordinate resolution across multiple teams.

• Ability to work effectively with outsourced service providers and third party technology suppliers.

• Strong written and verbal communication skills, including the ability to communicate technical issues clearly to non-technical colleagues.

• Strong attention to detail and an understanding of the importance of maintaining accurate operational records and evidence.

• Ability to manage competing priorities and maintain ownership of issues through to resolution.

• A proactive approach to identifying recurring problems, operational risks and opportunities for service improvement.

Desirable

• Previous experience within banking, financial services or another regulated industry.

• Experience working within an FCA/PRA-regulated financial services environment would be particularly beneficial.

• Experience supporting technology services with formal operational resilience, disaster recovery or business continuity requirements.

• Experience working within an outsourced or multi-supplier technology operating model.

• Experience with ITIL based service management processes and tooling.

• Experience supporting cloud based environments, particularly Microsoft Azure and/or AWS.

• Experience with Microsoft Intune, endpoint management and device administration.

• Experience supporting audit, risk, compliance or technology control activities.

• Familiarity with security operations and technologies such as Microsoft Defender and Microsoft Sentinel would be advantageous.

Professional Qualifications

• Degree/Higher Education Institute (HEI) qualifications are favourable.

• Professional accreditations from recognised industry bodies and a commitment to continual professional development are preferred.

• ITIL Foundation or equivalent service management certification would be advantageous.

• Relevant Microsoft certifications, particularly relating to Microsoft 365, Azure, Entra ID or endpoint administration, would be advantageous.

• Significant demonstrable experience in relevant roles and organisations may be considered in place of formal qualifications.

What we can offer you:

• 8% company pension contribution and 3% individual contribution (which you can opt to increase)

• 25 days holiday every year plus bank holidays on top

• Private medical cover with BUPA

• Death in service at 4 x base salary with Aviva

• Mental health support - through a helpline and counselling sessions

• Enhanced maternity, paternity and adoption leave

What else do I need to know?

• Location: Mayfair, London (4+ days in the office)

• Salary: Competitive

• Hours: 35 Hours per week

We are an equal opportunities employer and positively encourage applications from suitably qualified and eligible candidates, regardless of their age, sex, race, disability, sexual orientation, gender reassignment, religion or belief, marital/civil partnership status, or pregnancy and maternity.

At GB Bank, we value privacy and data protection rights. We have longstanding data protection culture and promote robust ethical standards in data management. Please read our Privacy Notice in relation to our recruitment activities before submitting your application to work with us.