Connectivity Service Operations - Sr. Network Engineer

Barclays•Jefferson, CO

13d•$158,875 - $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 includes providing technical support for the service management function to resolve more complex issues for a specific client or group of clients. The role involves developing 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. Key areas of focus include 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. The Assistant Vice President Expectations include advising and influencing decision making, contributing to policy development and taking responsibility for operational effectiveness. Collaboration with other functions/ business divisions is expected. For leadership roles, this involves leading a team performing complex tasks, using well developed professional knowledge and skills to deliver on work that impacts the whole business function. Setting objectives, coaching employees, appraising performance, and determining reward outcomes are key. For individual contributors, leading collaborative assignments and guiding team members through structured assignments, identifying the need for the inclusion of other areas of specialisation, and identifying new directions for assignments and/or projects are expected. Consulting on complex issues, providing advice to People Leaders to support the resolution of escalated issues, identifying ways to mitigate risk, and developing new policies/procedures in support of the control and governance agenda are also part of the expectations. Taking ownership for managing risk and strengthening controls in relation to the work done is crucial. Performing work closely related to other areas, requiring an understanding of how areas coordinate and contribute to organisational objectives, and collaborating with other areas of work for business-aligned support are essential. Engaging in complex analysis of data from multiple sources, both internal and external, to solve problems creatively and effectively, and communicating complex information, including sensitive or difficult-to-communicate content, to various audiences are expected. Influencing or convincing stakeholders to achieve outcomes is also a key responsibility. All colleagues are expected to demonstrate the Barclays Values (Respect, Integrity, Service, Excellence, Stewardship) and the Barclays Mindset (Empower, Challenge, Drive).

Requirements

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.
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.
Demonstrate the Barclays Values of Respect, Integrity, Service, Excellence and Stewardship.
Demonstrate the Barclays Mindset – to Empower, Challenge and Drive.

Responsibilities

Managing Network Local Area Network/Wide Area Network/Metro Area Network infrastructure, Load balancer, Web proxies and Domain Name System appliances for the Barclays estate.
Responsible for Incident, Problem and Change Management for critical and major incidents.
React quickly to live systems errors and service problems to minimize downtime and restore service.
Taking lead in technical communication and focus for root cause identification and implementation of permanent fix where necessary.
Responsible for planning and implementation of minimal to significant changes based on the business requirement and maintenance activities in line with change management processes and governance.
Work with regional and global counterparts, Product Engineering, Product Managers and Service Managers for input and to understand influence new solutions and the on boarding of new services.
Ensure the integrity and stability of the production data network is maintained.
Ensure accurate network infrastructure support documentation is maintained.
Take responsibility for completing tasks, focusing on requirements and planning to meet stakeholder needs.
Keep and update knowledge of the bank's Infrastructure Products and Services.