Senior Application Support Analyst

Join us as a Senior Application Support Analyst at Barclays, where you will spearhead the evolution of our data platforms and real-time processing capabilities, driving innovation and operational excellence. You will harness cutting-edge cloud and streaming technologies to build and manage scalable, resilient, and secure data solutions, enabling seamless delivery of our digital and data-driven services.

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

• Mainframe Skills experience: Good working expertise in Mainframe skills - Cobol, JCL, DB2, VSAM and CICS system.

• ILP (Mortgage Mainframe) & Macros, follow-the-sun mode with focus on exceling in service we provide to our colleagues and customer

• Flexible approach and ability to work under pressure.

• Communication and Collaboration: Ability to communicate effectively with cross-functional teams and stakeholders.

• Documenting configurations, processes, and best practices for the team.

• Analytical and Problem-Solving Skills: Strong analytical skills to address complex challenges  & effective trouble-shooter towards production issues in Mainframe environments. 

• A proactive approach to identifying and mitigating risks.

• Identify issues & analysis: Must have understanding of Mainframe logs and understand of flow.

• System Maintenance: Regularly review system health and Batch jobs , Service first queues - ensuring platform stability.

• Meeting the Banks SLA for incident management, joining MIM calls and supporting 24 x 7 x 365 systems.

• Good to have knowledge on REXX tool.

• 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.

•   Provide 24/7  cover and support, providing expertise and specialized system knowledge to allow resolution of key incidents outside of business hours.

•   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.

The role is based out of Pune.

Purpose of the role

To manage the IT Services department and set the strategic direction, provide support to the bank's senior management team, and to manage IT Service risk across the organisation management of IT Services to support the banks operations and representing Technology service performance with senior stakeholders and managing IT service risk across the organisation.   

Accountabilities

• Development of strategic direction for IT Services, including the implementation of up-to- date methodologies and processes.
• Management of the IT Services department, including oversight of IT Services colleagues and their performance, implementation of departmental goals and objectives, oversight of department efficiency and effectiveness.  .
• Relationship management of IT Services stakeholders, including identifying relevant stakeholders, and maintenance of the quality of external third party services.
• Development and implementation of policies and procedures for IT Services, implementation and adherence of control targets and standards, policies and procedures for IT Services, managing adherence to group SLAs and controls associated with core technology production activities in incident, problem, and change.
• Management of IT Services risk, including identification of potential IT Services risks, development of strategies to mitigate those risks, and maintenance of alignment between the bank’s change and compliance functions.  .
• Monitoring the financial performance of the IT Services department, including revenue, profitability, and cost control, driving value from any commercial agreements, strong management of any directly controlled costs etc.
• Management of IT Services projects, including driving successful research and related product launches, and deliverance of integrated solutions to clients.
• Effectively monitor and maintain the bank’s critical technology infrastructure and resolve more complex technical issues, whilst minimising disruption to operations.

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.