Full Job Description
Job Title: Application Support
Barclays is a British universal bank. We are diversified by business, by different types of customers and clients, and by geography. Our businesses include consumer banking and payments operations around the world, as well as a top-tier, full service, global corporate and investment bank, all of which are supported by our service company which provides technology, operations and functional services across the Group.
Risk and Control Objective
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.
We’re committed to providing a supportive and inclusive culture and environment for you to work in. This environment recognises and supports ways to balance your personal needs, alongside the professional needs of our business. Providing the opportunity for all our employees, globally to work flexibly empowers each of us to work in a way that suits our lives as well as enabling us to better service our customers’ and clients’ needs. Whether you have family commitments or you’re a career, or whether you need study time or wish to pursue personal interests, our approach to working flexibly is designed to help you balance your life.
If you would like some flexibility then please discuss this with the hiring manager.
Application Support Analyst reporting to the Application Support Manager, is responsible for:
Delivery of 2nd Line Application Support services for application(s) under support
Maintain system availability and supplementary services within SLA
Ongoing liaison with Shared services team and IS to manage SLA expectations
Ongoing liaison with Barclaycard C&C, BIM’s/MIM’s to manage escalated incidents.
Maintain a proactive presence in providing help and guidance to Business operations.
Transitioning changes successfully in production
Working effectively with stake holder within technology and operations
What will you be doing?
Application Support (100%)
Delivery of 2nd Line Application Support services for applications under support.
Carry out Incident Management activities according to the process, procedures, and work instructions
Be a Single Point of Contact for the end-user community
Follow the Incident Management process, procedures, and work instructions
Incident registration, initial support & classification and update Incident records
Incident Resolution Coordination with 3rd parties - managing conf. calls
Route unresolved incidents to Back Office Support Staff
Provide the end-user with status updates concerning Incident records;
Identify opportunities for improvement
Obtain the technical and organisational knowledge required to perform these activities
Pro-actively keep informed of current and past Incidents, Problems and Known Errors (e.g. if there is a network outage, all Service Desk staff are to be aware)
If applicable, escalate to the Incident Management Process Manager
Maintain all formal controls, documents and records to auditable levels and in compliance with current AD Application Support operation procedures and documentation standards
Ensure key application functions and scheduled activities are completed in a timely manner and within SLA
As directed by Application Maintenance and Support manager, participate in project/change activities relating to the application(s) under support, including (but not restricted to):
System Testing (preparation and execution)
UAT (preparation and execution)
System / Business Analysis
What we’re looking for:
Application Support/Development experience
Understanding of Data Warehousing and ETL concepts
Proficient in Ab Initio and related components
Should be aware of performance tuning and optimization techniques
Understanding of scheduling tools
Good understanding about Unix Commands related to file handling, process management.
Understanding of reading and executing shell scripts
Knowledge on AWK and SED will be an added advantage
SQL / Oracle / Teradata
Should be able to write queries for data retrieval.
Knowledge on Database Indexes, Synonyms, Triggers
Knowledge on various types of Joins and its usage
Skills that will help you in the role:
Good understanding of the Credit Card Industry will be preferred but not mandatory.
Good knowledge of ITIL framework. ITIL certification preferred
Good knowledge of CRM Tools like Service Now, Service First, Service Watch, Service Manager, etc.
Logical, analytical approach to problem solving
Effective team player
Flexible approach and ability to work under pressure
Strong interpersonal and excellent communication skills
Where will you be working?
Be More at Barclays
At Barclays, each day is about being more – as a professional, and as a person. ‘Be More @ Barclays’ represents our core promise to all current and future employees. It’s the characteristic that we want to be associated with as an employer, and at the heart of every employee experience. We empower our colleagues to Be More Globally Connected, working on international projects that improve the way millions of customers handle their finances. Be More Inspired by working alongside the most talented people in the industry, and delivering imaginative new solutions that are redefining the future of finance. Be More Impactful by having the opportunity to work on cutting-edge projects, and Be More Valued for who you are.
Interested and want to know more about Barclays? Visit home.barclays/who-we-are/ for more details.
Purpose and Values
We deploy finance responsibly to support people and businesses, acting with empathy and integrity, championing innovation and sustainability, for the common good and the long term.
Our values underpin everything we do: Respect, Integrity, Service, Excellence and Stewardship.
We harness the power of diversity and inclusion in our business, trust those we work with, and value everyone's contribution.
We operate with honesty, transparency and fairness in all we do.
We act with empathy and humility, putting the people and businesses we serve at the centre of what we do.
We champion innovation, and use our energy, expertise and resources to make a positive difference.
We prize sustainability, and are passionate about leaving things better than we found them.
We aim to foster a culture where individuals of all backgrounds feel confident in bringing their whole selves to work, feel included and their talents are nurtured, empowering them to contribute fully to our vision and goals.
Our customers are unique. The same goes for our colleagues. That's why at Barclays we offer a range of benefits, allowing every colleague to choose the best options for their personal circumstances. These include a competitive salary and pension, health care and all the tools, technology and support to help you become the very best you can be. We are proud of our flexible working options for colleagues. If you have a need for flexibility, then please discuss this with us.