Application Support Analyst

Barclays•Wilmington, NC

1d•Onsite

About The Position

Embark on a transformative journey as an Application Support Analyst. At Barclays, our vision is clear – to redefine the future of banking and help craft innovative solutions. You will be joining a growing team with the opportunity to shape how application support is delivered to new programs. You will participate in an active integration roadmap with modern service management practices. This role will work with multiple stakeholders across the business to help build a new processes and controls platform for application support.

Requirements

An understanding of ITIL concepts – Incident, Problem, and Change Management)
Exposure to incident management and issue resolution
Experience involving monitoring tools or system alert platforms
Familiarity with production support, working with live business applications
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

Nice To Haves

Prior consumer lending experience or knowledge
Good communication skills, able to work collaboratively with technical and business stakeholders
Basic understanding of cloud infrastructure and support

Responsibilities

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.
To perform prescribed activities in a timely manner and to a high standard consistently driving continuous improvement.
Lead and supervise a team, guiding and supporting professional development, allocating work requirements and coordinating team resources.
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.