Application Support Specialist

Job Description

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 Application Support Specialist 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 API Application Support Specialist, you will be accountable for API 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 Product Tech API services, meeting the Banks SLA for incident management, joining MIM calls and supporting 24 x 7 x 365 system.
To be successful as a Application Support Specialist you should have experienced with:

• API Support: Working experiance/understnding of API.
• Working Knowledge of API, aPaaS technologies, Openshift, database and interfaces.
• Linux/Unix Environment Expertise: Working knowledge of Linux/Unix commands and scripting for automation and optimization. 
• Familiarity with server configurations, log management, and shell scripting.
• Flexible approach and ability to work under pressure.
• Communication and Collaboration: Ability to communicate effectively with cross-functional teams and stakeholders. 
• Analytical and Problem-Solving Skills: Strong analytical skills to address complex challenges  & effective trouble-shooter towards production issues in Prodtech API environments.    
• Documenting configurations, processes, and best practices for the team.
• A proactive approach to identifying and mitigating risks.
• API issues analysis: Must have understanding of Kibana log aggregator tool.
• System Monitoring and Maintenance.
• Regularly monitoring system health and ensuring platform stability. Applying patches.
• Knowledge on Alerting & Monitoring tools like AppD, Netcool etc.
• Good to have knowledge on Jenkins and Bitbucket.
• 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 values skills include:

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

This role is based in Pune.