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Application Support Analyst

2 weeks ago

Knutsford, Cheshire East, United Kingdom Barclays Full time £60,000 - £80,000 per year

Join us as a Application Support Analyst at Barclays, where you'll provide technical support by troubleshooting and resolving multi-faceted issues, ensuring timely resolution of incidents, and communicating effectively with stakeholders., you'll also benefit from being part of a vast professional network, collaborating with industry mentors and experts.

To be successful as a Application Support Analyst, you should have experience with:

  • Run The Bank roles in financial institutions, specifically in live job dump solving and an evaluative mindset to resolve incident queries.
  • Cobol, DB2 database fact finding and basic JCL skills are the technology required and in the banking, sector would be preferred.
  • ITIL concepts and best practices.
  • Using Service Management Tool - Service First / SNOW for incident, problem and change management.
  • Providing timely and effective out of hours application support.

Some other highly valued skills may include:

  • Personal attributes essential to performing role including capabilities, knowledge, and experience.
  • Technical experience with high proficiency in COBOL dump solving, knowing your way around DB2 on the mainframe and basic JCL. Experience in Abend-aid would be beneficial.
  • Experience in batch monitoring tools (TWS on the mainframe).
  • Excellent communication (verbal and written) and suitable for a diverse audience, with the ability to communicate in a positive, friendly and effective manner with 'technical' or 'non-technical' users/ customers.
  • Exposure to IMS or knowledge of it would also be beneficial.

You may be assessed on the 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 will be based in our Knutsford office

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

  • To advise and influence decision making, contribute to policy development and take responsibility for operational effectiveness. Collaborate closely with other functions/ business divisions.
  • Lead a team performing complex tasks, using well developed professional knowledge and skills to deliver on work that impacts the whole business function. Set objectives and coach employees in pursuit of those objectives, appraisal of performance relative to objectives and determination of reward outcomes
  • 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 will lead collaborative assignments and guide team members through structured assignments, identify the need for the inclusion of other areas of specialisation to complete assignments. They will identify new directions for assignments and/ or projects, identifying a combination of cross functional methodologies or practices to meet required outcomes.
  • 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, 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.