You’ll take a key role providing technical support by troubleshooting and resolving multi‑faceted issues, effectively monitoring and maintaining the bank’s critical technology infrastructure. This will ensure timely resolution of incidents resulting in improved customer journeys. To be successful as an Application Support Analyst you should have experience working hours of 9 AM‑5 PM, with occasional on‑call duty; weekend on‑site attendance is not required but weekend shift coverage may be scheduled. The successful candidate will be based in Radbroke Hall, Knutsford.
Qualifications
* Hands‑on experience with Unix, database, cloud, ApaaS, OpenShift console and monitoring tools such as AppDynamics, ITRS, Netcool, Kibana.
* Delivery of 2nd line application support services.
* IT Service Management.
Additional Valued Skills
* Excellent stakeholder management and communication skills.
* Understanding of operational risk & control processes and practice, including experience in their application across functions.
* Confident, self‑motivated, and driven mindset, able to work independently while contributing effectively as part of a team.
Responsibilities
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.
* Provide technical support for the service management function to resolve complex issues for a specific client or group of clients; develop the support model and service offering to improve service to customers and stakeholders.
* Execute preventative maintenance tasks on hardware and software and utilising monitoring tools/metrics to identify, prevent and address potential issues, ensuring optimal performance.
* Maintain a knowledge base containing detailed documentation of resolved cases for future reference, self‑service opportunities and knowledge sharing.
* Analyse system logs, error messages and user reports to identify root causes of hardware, software and network issues, and provide resolution by fixing or replacing faulty hardware, reinstalling software or applying configuration changes.
* Implement automation, monitoring enhancements, capacity management, resiliency, business continuity management, front‑office specific support and stakeholder management.
* Identify and remediate or raise, through appropriate process, potential service‑impacting risks and issues.
* Proactively assess support activities and implement 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
* Perform prescribed activities in a timely manner and to a high standard, consistently driving continuous improvement.
* Have in‑depth technical knowledge and experience in the assigned area of expertise.
* Be thoroughly familiar with underlying principles and concepts within the area of expertise.
* Lead and supervise a team, guiding and supporting professional development, allocating work requirements and coordinating team resources.
* If the position has leadership responsibilities, demonstrate clear leadership behaviours: Listen and be authentic, Energise and inspire, Align across the enterprise, Develop others.
* As an individual contributor, develop technical expertise in the work area and act as an advisor where appropriate.
* 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 processes and activities.
* Escalate breaches of policies and procedures appropriately.
* Take responsibility for embedding new policies and 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 one owns or contributes to; deliver work in line with relevant rules, regulations and codes of conduct.
* Maintain and continually build an understanding of how own sub‑function integrates with the function, alongside knowledge of the organisation’s products, services and processes within the function.
* Understand how areas coordinate and contribute to the achievement of the organisation’s sub‑function objectives.
* Make evaluative judgments based on factual analysis, paying attention to detail.
* Resolve problems by identifying and selecting solutions through technical experience, guided by precedents.
* Guide and persuade team members and communicate complex or sensitive information.
* Act as a contact point for stakeholders outside the immediate function, building a network of contacts outside the team and external to the organisation.
We’re seeking a highly motivated Application Support Analyst to join our delivery team at Barclays.
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.
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