Solutions Support Lead

Location: West Midlands hybrid. Minimum one day per week in the office. Remote considered.
Employer: Platinum Investors in People. Award-winning UK bank focused on growth.

Let’s grow together. We help savers and businesses across the UK, using specialist expertise to achieve ambitions and build a sustainable future. If you are an experienced Savings Solutions Support Lead who wants to develop in a friendly, inclusive environment, we would love to hear from you.

What you will be doing

• Oversee the day to day operations, stability, performance and security of Savings applications, leading proactive improvements to support and monitoring processes.
• Act as the key escalation point for incidents and problems, restore service quickly, drive thorough root cause analysis and keep stakeholders informed to prevent repeat issues.
• Work closely with the Delivery Manager, Product Owner, Technical Leads and third party providers to align resources, releases and service goals as one team.
• Mature support processes and documentation, ensure effective monitoring and alerting, and use service metrics and trends to drive targeted improvements.
• Balance customer impact, risk and value in decision making, partner with Risk to meet frameworks and prioritise the backlog for resilient and efficient delivery.

About you

• Proven technical and leadership experience supporting and managing IT applications in financial services and mobile environments, ensuring robust and secure operations. Low code platform experience is preferred.
• Proactive and improvement focused, always looking to enhance support processes, monitoring and communications for better outcomes.
• Strong collaboration and communication skills, building effective partnerships across IT, business teams and third party providers.
• Critical thinking and structured problem solving, using data and trends to identify root causes and deliver sustainable fixes.
• Committed to team development and our values. You support colleagues, foster learning and maintain high standards of customer care and compliance.

Even if you do not meet every criterion, please apply. We value diversity and want to hear from passionate people.

More detail: further information is available in the Purpose and Performance Profile on this page.

Working hours

Ideally West Midlands based with hybrid working. Minimum one day per week in the office based on business need. Remote candidates will be considered.

Inclusion

We are a Disability Confident Employer. If you have a disability, long term health condition or are neurodiverse and need adjustments to our recruitment process, please contact our recruitment team.

What we offer

• Generous holiday allowance: from 25 days rising to 30, plus your birthday, Christmas Eve and New Year’s Eve. Option to buy or sell up to one week.
• Share Save Scheme: annual opportunity to buy Paragon shares at a discounted rate.
• Profit related pay: we share a portion of our annual profit with eligible employees.
• Pension plan: up to 10 percent employer contribution.
• Family friendly policies: enhanced parental pay and paid time off for fertility treatment.
• Employee discounts: savings on entertainment, travel, shopping, motoring and more.
• Volunteering day: one paid day per year to support a cause you care about.
• Life assurance and personal accident cover.

How we work

Be flexible
We promote hybrid working so you can achieve a healthier work life balance.

Be yourself
We welcome diversity and care about inclusion. Our Equality, Diversity and Inclusion Network meets regularly to share experience and ideas that help us build a more equal, diverse and inclusive business.

Be heard
We listen. Our People Forum and regular employee surveys ensure your voice can influence our future.

Be well
Access a range of wellbeing tools and resources, including a digital GP via our free Employee Assistance Programme, our Wellbeing team and the Vitality at Work programme for discounted gym membership, fitness equipment and wider wellbeing services.

Be better
As a Platinum Investors in People employer, we will build a personalised development plan with you to help you reach your potential.