Senior Application Support Engineer - AVP

Join us as a “Senior Application Support Engineer” 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.

The role carries responsibility for the provision of high quality, bespoke support for our Liquid Financing desk which includes Stock Borrow Loan, Core Prime Brokerage, Client facing Front Office teams, Sales & Traders. This role encompasses technical support, continuous service improvement & improvement of the application platform. In this role, you will involve liaising with senior leads in Front-Office, Operations, Compliance, Risk and Control, Production Performance, Incident, Problem and Change. You will be  expected to ensure stability, supportability and deployment efficiency is delivered as part of the SDLC by working with Development leads, Project Managers and Business analysts. As a key technical contributor, you will involve building and maintaining a culture of operational and technical excellence throughout the team.

Accountabilities

• Provide technical support (including early morning APAC hours) 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 utilization of monitoring tools/metrics to identify, prevent and address potential issues and ensure optimal performance.

• 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.

• Liaise with Business users and IT counterparts on potential process improvements.

• Liaise with development teams on future applications and improvements

• Take ownership of issues through to resolution or escalation, as appropriate.

• Pro-actively improve the quality of systems and service, and increase business value

• Undertake projects as required, including, but not restricted to, the following areas: - capacity and performance management, monitoring initiatives, infrastructure upgrades, web based tools, reporting and documentation

• 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

Basic/ Essential Qualifications:

• Experience in Application Support in an Investment Banking environment.

• Proven experience in working with structured and/or unstructured databases like Oracle, MSSQL, MongoDB.

• Proven experience in working with Linux/Unix /Windows operating systems. and Scripting technologies like (one or more) Python, Shell, Java, PHP, SQL, etc.

• Knowledge of scheduling tools like Autosys or others, along with one or more monitoring tools like ITRS Geneos, AppDynamics, Splunk,ELK etc.

• Certified or excellent knowledge of ITIL practices.

• Srong verbal and written communication skills as the role will interact with key stakeholders and senior management from business and IT.

• Flexible to work in early or late APAC hours as per business need.

• Flexible to work during weekends for any on call work as per the rotating on-call coverage plan in the team.

Desirable skillsets/ good to have:

• Can be fully independent

• Knowledge of IB Business – clear understanding of trade lifecycle with special focus on basic understanding of Position Management, Settlements, Confirmations, Recon and Reporting flows.

• Familiar with Integration technologies like – Solace/MQ/Kafka.

• Knowledge of ITRS Geneos including deployment of netprobes and configuration of enhanced application monitoring.

• Effective communicator who can demonstrate strong influencing skills

• Track record of delivering continuous service improvement

• Proven ability of high performance under pressure with tight deadlines and challenging constraints

This role is based in Hong Kong.

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.

Barclays is required by law to confirm that you have the Legal Right to Work in any role that you apply for. If you currently hold a work visa sponsored by Barclays, or you would require sponsorship from Barclays, you must declare this as part of your application. Sponsored visas are role and entity specific, and any changes must be reviewed. It is important that you ensure you are working on the correct visa at all times. Failure to accurately disclose your visa status or Legal Right to Work may result in your application or any employment offer being withdrawn at any time

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, 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.