Senior App Support Specialist

What will you be doing?

Barclays Services Corp. seeks Senior App Support Specialist in Whippany, NJ (multiple positions available):

• Provide application support for essential enterprise banking systems, including applications built on the Pega CLM and KYC frameworks, supporting system availability and compliance with regulatory requirements in production environments.

• Perform systems analysis related to incident, problem, and change activities for complex application platforms, including root cause analysis and identification of preventative controls in accordance with ITIL standards.

• Develop, analyze, and maintain operational standards, control procedures, and service-level documentation to ensure enterprise applications comply with internal risk management policies, banking regulations, and audit requirements.

• Identify, analyze, and address technology and operational risks associated with enterprise application systems by collaborating with compliance, audit, risk, and change management teams.

• Analyze service level information in collaboration with third-party technology service providers and support escalation of complex technical issues affecting supported applications.

• Support analysis, implementation, and enhancement of enterprise application solutions, including system upgrades, platform migrations, integrations, and related technical initiatives.

• Provide technical analysis and guidance in resolving complex production issues, including reviewing system logs and supporting resolution approaches for high-severity incidents.

• Use system monitoring, scheduling, automation, and observability tools (such as AutoSys, Geneos ITRS, and Observe Platform) to analyze system behavior, identify performance trends, and support system stability and reliability.

• May telecommute pursuant to company policies. [Hybrid role]

Salary / Rate Minimum/yr: $153,000 per year

Salary / Rate Maximum/yr: $160,000 per year

The minimum and maximum salary/rate information above includes only base salary or base hourly rate. It does not include any other type of compensation or benefits that may be available.

Barclays employees are eligible for a suite of a competitive and generous employee benefits, including medical, dental and vision coverage, 401(k), life insurance, and other paid leave for qualifying circumstances.

This position is eligible for an incentive award.

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.