Senior Application Support Analyst

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.

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.

Join us as a Senior Application Support Analyst  at Barclays where you will spearhead the evolution of our infrastructure and deployment pipelines, driving innovation and operational excellence. You will harness cutting-edge technology to build and manage robust, scalable and secure infrastructure, ensuring seamless delivery of our digital solutions. 

 You will be accountable for Triumph (Barclays Credit card system), follow-the-sun mode with focus on exceling in service we provide to our colleagues and customers, you will be providing incident and problem management across the Triumph meeting the Banks SLA for incident management, joining MIM calls and supporting 24 x 7 x 365 systems.

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

• Must have skill # 1 Mainframe skills - Cobol

• Must have skill # 2  JCL, VSAM

• Must have skill # 3 DB2

• Must have skill # 4 CICS

• Flexible approach and ability to work under pressure.

• Communication and Collaboration: Ability to communicate effectively with cross-functional teams and stakeholders.

• Documenting configurations, processes, and best practices for the team.

• Analytical and Problem-Solving Skills: Strong analytical skills to address complex challenges  & effective trouble-shooter towards production issues in Mainframe environments.

• A proactive approach to identifying and mitigating risks.

• Identify issues & analysis: Must have understanding of Mainframe logs and understand of flow.

• System Maintenance: Regularly review system health and Batch jobs , Service first queues - ensuring platform stability.

• On call support,  24*7 available when he/she is on call

• Good to have knowledge on REXX tool.

• ITIL v3 certified

• Troubleshooting and Issue Resolution: Diagnosing and resolving system, application, and performance-related issues.

• Providing technical support and collaborating with other IT teams to resolve issues promptly

Some other highly valued skills may include:

• Nice to have skill # 1  Good to have knowledge on REXX tool.

• Nice to have skill # 2 ITIL v3 certified

• Nice to have skill # 3 Service First Knowledge or Experience

• Work experience in incident and problem management /business analysis is strongly desired

• Good analytical investigation techniques.

• Own maintain and track incidents through their entire lifecycle, Strong Analytical Skills

• Flexible approach and ability to work under pressure.

• Provide 24/7  cover and support, providing expertise and specialized system knowledge to allow resolution of key incidents outside of business hours

• Hands-on and should be able to work independently and if required guide

• Good written & oral communication skills

• Ability to work under own initiative and handle pressure situations.

• Good time management skills

• Previous second line support experience.

You may be assessed on 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.

The role is based out of PUNE.