Full Job Description
Location: Pune
About Barclays
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.
Working Flexibly
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 carer, 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.
Introduction:
The Application Support Specialist will perm a critical role in Application Support and Service Management with responsibility to ensure stability, continuity and availability of the application, in addition to providing rapid response to incidents and escalated users queries.
Technical support and Maintenance of the Business Service and Applications
Hands-on and should be able to work independently and if required guide team mates
Own maintain and track incidents through their entire lifecycle, Strong Analytical Skills
Manage the success handover of change into the support environment
What will you be doing?
Takes responsibility for technical solution to incidents, Table updates, and problem, reacting quickly and as necessary to live software errors to limit downtime and resolve the issue
Takes accountability for ownership and execution of all application related activities related to the day to day operations of the Banks production applications related to the individual Product area
Ownership and prioritisation of individual Incidents and ensuring the delivery of solutions in line with the Service Level agreements and Operational Level Agreements to deadlines and quality standards, providing regular update to key stakeholders and all levels
Support the handover of new or enhanced software into business-as-usual (BAU) operation, absorbing and assimilating the information and providing resources information and education relating to the system technology and function.
The delivery of documentation to agreed standards, on time and error free
Provide 24/7 cover and support, providing expertise and specialised system knowledge to allow resolution of key incidents outside of business hours
Identify proactive remedial strategies to prevent future software problems and to improve the quality of delivered software.
Personal and Interpersonal-
Demonstrate integrity, initiative and commitment when interacting with colleagues & clients.
Be aware of personal development needs and work to gain the experiences and training necessary to progress professionally and remain current.
Gain awareness of process and technical developments relevant to their team.
Improve knowledge of self in the systems development processes and technologies, infrastructure and service support processes, both current and emerging technology.
Contribute to the bank’s well-being & culture.
Knowledge-
Detailed Knowledge of products/functions outside of day to day area supported
Takes the lead and can drive engagement with all business users and understand their issues, regardless of Seniority.
Strong knowledge of Barclays Release and Change process and procedures.
Competencies-
ITIL v3 certified
Proven results in Incident/Problem/Change and Release disciplines
Production of high quality documentation
Expertise-
Demonstrated ability to resolve Incidents
Demonstrated ability provide solutions to problems
IT Capabilities-
Strong understanding of the internal and external environments required to deliver the IT solutions.
Strong knowledge of key application area, recognised as application expert by their peers and subordinates.
Strong and proven results in Incident Management and other ITIL disciplines
Technical Support consisting by use of any languages and technologies
ITIL V3 foundation certified, previous production support experience, development experience
Coordinate between UK and Pune teams.
Provide Stakeholders with status updates concerning Incident records.
Consistent internal customer focus in a demanding environment.
Sound time management and organisational skills.
Good written and oral communications skills.
Strong interpersonal and excellent communication skills.
Lead the team and support to team members.
What we’re looking for:
Application Support / Technical Competencies
Programming Languages
Proficient and proven expertise in Cobol, JCL, DB2, IMS DB/DC and CICS system.
Evidence of strong experience of IT software support
Work experience in incident and problem management /business analysis is strongly desired
Good analytical investigation techniques
Good written & oral communication skills
Ability to work under own initiative and handle pressure situations.
Good time management skills
On call support
Skills that will help you in the role:
Evidence of strong experience of IT software support
Evidence of strong experience working within an ITIL Environment (preferred)
Evidence of strong experience in Cobol, DB2, IMS DB / DC
Large-scale blue-chip organisations such as Barclays (preferred)
Broad Knowledge of Barclays Group (beneficial)
Flexible approach and ability to work under pressure.
Sound time management and organisational skills.
Good written and oral communications skills.
Strong interpersonal and excellent communication skills.
On call support, 24*7 available when he/she is on call
Desirable skills/Preferred Qualifications:
Proficient in Mainframe skills like Cobol, CICS, DB2, IMS DB / DC.
Previous second line application support experience.
Graduate degree
Knowledge of ITIL processes
Where will you be working?
Pune
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, Values and Mindset
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.
Respect
We harness the power of diversity and inclusion in our business, trust those we work with, and value everyone’s contribution.
Integrity
We operate with honesty, transparency and fairness in all we do.
Service
We act with empathy and humility, putting the people and businesses we serve at the centre of what we do.
Excellence
We champion innovation, and use our energy, expertise and resources to make a positive difference.
Stewardship
We prize sustainability, and are passionate about leaving things better than we found them.
Our Mindset shapes how we take action, living by our Values, driven by our Purpose, always with our customers and clients at the heart of what we do; our Mindset is to Empower, Challenge and Drive.
Empower
Trust and support each other to deliver. Make decisions with those closest to the topic. Include diverse perspectives. Celebrate success and learn from failure.
Challenge
Question whether things can be done better. Use insights based on data to inform decisions. Be curious about how we can adapt and improve. Speak up and be open to alternative viewpoints.
Drive
Focus on outcomes. Deliver with pace. Be passionate and ambitious about what we do. Take personal responsibility. Actively build collaborative relationships to get things done.