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.

Assistant Vice President Expectations

• 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.

Join us as a Senior Application Support Analyst at Barclays where you'll spearhead the evolution of our digital landscape, driving innovation and excellence. 
You'll harness cutting-edge technology to revolutionize our digital offerings, ensuring unapparelled customer experiences. As an Mainframe Senior Application Support Analyst, you will be accountable for UKBA and Customer System & Risk production support, 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 UKBA and Customer System & Risk Services. 
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 experienced with:

1. Mainframe Skills experience: Good working expertise in Mainframe skills - Cobol, JCL, DB2, IMS DB/DC and CICS system.
2. Flexible approach and ability to work under pressure.
3. Communication and Collaboration: Ability to communicate effectively with cross-functional teams and stakeholders. 
    Documenting configurations, processes, and best practices for the team.
4.  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.
5. Identify issues & analysis: Must have understanding of Mainframe logs and understand of flow.
6. 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
7. Good to have knowledge on REXX tool.
8.  ITIL v3 certified
9. 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 values skills include:
1.Work experience in incident and problem management /business analysis is strongly desired
2.Good analytical investigation techniques.
3.Own maintain and track incidents through their entire lifecycle, Strong Analytical Skills
4.Flexible approach and ability to work under pressure.
5.Provide 24/7  cover and support, providing expertise and specialized system knowledge to allow resolution of key incidents outside of business hours
6.Hands-on and should be able to work independently and if required guide
7.Good written & oral communication skills 
8.Ability to work under own initiative and handle pressure situations.
9.Good time management skills
10.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.

This role is based in Pune.