Join us as an Application Support Analyst. At Barclays, we don’t just adapt to the future, we create it. As an Application Support Analyst you will support the organisation, achieve its strategic objectives by the identification of business requirements and solutions that address business problems and opportunities.

To be a successful Application Support Analyst you should have experience with:

Technical Skills:

• Cloud/Openshift
• Core Java/Java script
• UNIX and SQL

Key Responsibilities:

• Perform the following subset of ITIL aligned functions, Incident Management, Problem Management, Change Management
• Drive for the resolution of all Incidents relating to the relevant product area, to return product service to customers as quickly as possible.
• Lead the investigation into root cause analysis of major incidents to minimize their impact on the business operations. It is expected in this role that analysis will be complete in respect to all components within the remit of the role and the individual will own the root cause analysis and associated communications to stakeholders through to resolution
• Contribute to service improvement plans for products within scope.
• Ownership of the overall Problem Backlog and partner with BTB teams for the development of a Release Strategy to deliver Service Improvements.
• To establish strong relationships across the Contact Centre organisation in order to develop effective applications and work in a fully collaborative way an as per the Agile Delivery Methodology.
• Ensures the Service Introduction process is carried out for all new services.
• Shift and or Oncall support (approx. rota 1 in 4 weeks)
• Apply knowledge and skills in their specific product area in their everyday work to support the Application Support Lead.
• Ensure that all activities and duties are carried out in full compliance with regulatory requirements, Enterprise Wide Risk Management Framework and internal Barclays Policies and Policy Standards.

Additional relevant skills given below are highly valued

• ITIL v3 Foundation qualified
• AWS Certifications preferred
• Tech and tool Skills – AWS Cloud, Shell script, Python, Wily, Splunk, AppDynamics, ESaaS, Service First, ELK, Confluence and JIRA.

You may be assessed on the key critical skills relevant for success in role, such as risk and controls, change and transformation, business acumen strategic thinking and digital and technology, as well as job-specific technical skills

This role is based in Pune.

Purpose of the role

To effectively monitor and maintain the bank’s critical technology infrastructure and resolve more complex technical issues, whilst minimising disruption to operations. 

Accountabilities

• Provision of technical support for the service management function to resolve more complex issues for a specific client of group of clients. Develop the support model and service offering to improve the service to customers and stakeholders.
• Execution of preventative maintenance tasks on hardware and software and utilisation of monitoring tools/metrics to identify, prevent and address potential issues and ensure optimal performance.
• Maintenance of a knowledge base containing detailed documentation of resolved cases for future reference, self-service opportunities and knowledge sharing.
• Analysis of system logs, error messages and user reports to identify the root causes of hardware, software and network issues, and providing a resolution to these issues by fixing or replacing faulty hardware components, reinstalling software, or applying configuration changes.
• Automation, monitoring enhancements, capacity management, resiliency, business continuity management, front office specific support and stakeholder management.
• Identification and remediation or raising, through appropriate process, of potential service impacting risks and issues.
• Proactively assess support activities implementing automations where appropriate to maintain stability and drive efficiency. Actively tune monitoring tools, thresholds, and alerting to ensure issues are known when they occur.

Assistant Vice President Expectations

• To advise and influence decision making, contribute to policy development and take responsibility for operational effectiveness. Collaborate closely with other functions/ business divisions.
• Lead a team performing complex tasks, using well developed professional knowledge and skills to deliver on work that impacts the whole business function. Set objectives and coach employees in pursuit of those objectives, appraisal of performance relative to objectives and determination of reward outcomes
• 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 will lead collaborative assignments and guide team members through structured assignments, identify the need for the inclusion of other areas of specialisation to complete assignments. They will identify new directions for assignments and/ or projects, identifying a combination of cross functional methodologies or practices to meet required outcomes.
• Consult on complex issues; providing advice to People Leaders to support the resolution of escalated issues.
• Identify ways to mitigate risk and developing new policies/procedures in support of the control and governance agenda.
• Take ownership for managing risk and strengthening controls in relation to the work done.
• Perform work that is closely related to that of other areas, which requires understanding of how areas coordinate and contribute to the achievement of the objectives of the organisation sub-function.
• Collaborate with other areas of work, for business aligned support areas to keep up to speed with business activity and the business strategy.
• Engage in complex analysis of data from multiple sources of information, internal and external sources such as procedures and practises (in other areas, teams, companies, etc).to solve problems creatively and effectively.
• Communicate complex information. 'Complex' information could include sensitive information or information that is difficult to communicate because of its content or its audience.
• Influence or convince stakeholders to achieve outcomes.

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.