Connectivity Service/Network Operations Engineer

Barclays•Jefferson, CO

5d•$148,625 - $160,000•Hybrid

About The Position

The purpose of the role is to effectively monitor and maintain the bank’s critical technology infrastructure and resolve more complex technical issues, whilst minimising disruption to operations. This involves providing technical support for the service management function to resolve complex issues for specific clients or groups of clients. The role also focuses on developing the support model and service offering to improve service to customers and stakeholders. Key activities include the execution of preventative maintenance tasks on hardware and software, utilization of monitoring tools/metrics to identify, prevent, and address potential issues, and ensuring optimal performance. Analysis of system logs, error messages, and user reports to identify root causes of hardware, software, and network issues, and providing resolutions by fixing or replacing faulty hardware, reinstalling software, or applying configuration changes are also crucial. The role encompasses automation, monitoring enhancements, capacity management, resiliency, business continuity management, front office specific support, and stakeholder management. Identification and remediation or raising of potential service impacting risks and issues through appropriate processes are expected. Proactively assessing support activities and implementing automations where appropriate to maintain stability and drive efficiency, and actively tuning monitoring tools, thresholds, and alerting to ensure issues are known when they occur are also key responsibilities. For Assistant Vice President expectations, this includes advising and influencing decision-making, contributing to policy development, and taking responsibility for operational effectiveness. Collaboration with other functions/business divisions is essential. Leading a team performing complex tasks, using well-developed professional knowledge and skills to deliver work that impacts the whole business function, setting objectives, coaching employees, appraising performance, and determining reward outcomes are also part of the leadership expectations. For individual contributors, leading collaborative assignments, guiding team members, identifying the need for other specializations, and identifying new directions for assignments/projects are expected. Consulting on complex issues, providing advice to People Leaders for escalated issues, identifying ways to mitigate risk, and developing new policies/procedures in support of control and governance are also key. Taking ownership for managing risk and strengthening controls, performing work closely related to other areas, understanding coordination and contribution to organizational objectives, and collaborating with other areas for business-aligned support are also important. Engaging in complex analysis of data from multiple sources to solve problems creatively and effectively, and communicating complex information, including sensitive or difficult-to-communicate content, are also expected. Influencing or convincing stakeholders to achieve outcomes is a critical aspect of the role. All colleagues are expected to demonstrate Barclays Values (Respect, Integrity, Service, Excellence, Stewardship) and the Barclays Mindset (Empower, Challenge, Drive).

Requirements

Provide day-to-day support and maintenance of our network and core infrastructure services, including all routing and switching systems, Application Delivery (Global/Local Traffic Management and Load Balancing), Proxy and Internet Access, and DDI (DNS, DHCP, and IPAM).
Create and maintain support documentation for technical and non-technical platform teams to facilitate incident management and service recovery.
Creating and maintaining the necessary capability, knowledge, and skills.
Keeping and updating knowledge of the bank's Infrastructure Products and Services current.
Handle technical operational activities on a follow-the-sun basis, incorporating Incident, Problem, and Change Management, along with user request fulfillment.
Accountable for Incident, Problem and Change Management for critical and major issues and events.
Investigate and drive technical incidents to resolution, ensuring network services are meeting their defined SLAs.
Manage the lifecycle and hygiene of network devices.
Actively ensuring that the integrity and stability of the production data network is maintained.
Resolve real time systems errors and service problems to minimize downtime and restore service.
Work with vendors and third-party providers to perform root cause analysis and restore network devices and services.
Coordinate and implement break-fix activities on the production network during appropriate change windows.
Use observability to proactively monitor the network estate and identify issues before they impact business systems.
Review current processes and procedures to identify opportunities for improvement.
Act as maintainer and team point of contact for the Core Networks estate from an asset and licence inventory perspective, ensuring that all items are documented in an appropriate repository and linked to assets and services outside of the team where appropriate.
Act as a point of contact within the team for escalations and off hours support during on call duties, owning and managing escalations to meet customer expectations.
Identify and implement opportunities for automation of daily tasks to improve team efficiency.
May telecommute pursuant to company policies.

Nice To Haves

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.

Responsibilities

Provide day-to-day support and maintenance of network and core infrastructure services, including routing and switching systems, Application Delivery (Global/Local Traffic Management and Load Balancing), Proxy and Internet Access, and DDI (DNS, DHCP, and IPAM).
Create and maintain support documentation for technical and non-technical platform teams to facilitate incident management and service recovery.
Create and maintain the necessary capability, knowledge, and skills.
Keep and update knowledge of the bank's Infrastructure Products and Services current.
Handle technical operational activities on a follow-the-sun basis, incorporating Incident, Problem, and Change Management, along with user request fulfillment.
Accountable for Incident, Problem and Change Management for critical and major issues and events.
Investigate and drive technical incidents to resolution, ensuring network services are meeting their defined SLAs.
Manage the lifecycle and hygiene of network devices.
Actively ensure that the integrity and stability of the production data network is maintained.
Resolve real-time systems errors and service problems to minimize downtime and restore service.
Work with vendors and third-party providers to perform root cause analysis and restore network devices and services.
Coordinate and implement break-fix activities on the production network during appropriate change windows.
Use observability to proactively monitor the network estate and identify issues before they impact business systems.
Review current processes and procedures to identify opportunities for improvement.
Act as maintainer and team point of contact for the Core Networks estate from an asset and licence inventory perspective, ensuring that all items are documented in an appropriate repository and linked to assets and services outside of the team where appropriate.
Act as a point of contact within the team for escalations and off hours support during on call duties, owning and managing escalations to meet customer expectations.
Identify and implement opportunities for automation of daily tasks to improve team efficiency.
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.
Lead collaborative assignments and guide team members through structured assignments, identify the need for the inclusion of other areas of specialisation to complete assignments.
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.
Influence or convince stakeholders to achieve outcomes.