Production Support Analyst (L1)

Job Title:Production Support Analyst (L1)

Location:Pune

About Barclays

Barclays is a British universal bank. We are diversified by business, by different types of customers and clients, and by geography. Our businesses include consumer banking and payments operations around the world, as well as a top-tier, full service, global corporate and investment bank, all of which are supported by our service company which provides technology, operations and functional services across the Group.

Risk and Control Objective

Ensure that all activities and duties are carried out in full compliance with regulatory requirements, Enterprise Wide Risk Management Framework and internal Barclays Policies and Policy Standards.

Working Flexibly

We’re committed to providing a supportive and inclusive culture and environment for you to work in. This environment recognises and supports ways to balance your personal needs, alongside the professional needs of our business. Providing the opportunity for all our employees, globally to work flexibly empowers each of us to work in a way that suits our lives as well as enabling us to better service our customers’ and clients’ needs. Whether you have family commitments or you’re a career, or whether you need study time or wish to pursue personal interests, our approach to working flexibly is designed to help you balance your life.

If you would like some flexibility, then please discuss this with the hiring manager.

The role is a technical service level support specialist who will look to minimise both the number and severity of incidents and potential problems to the business/organisation. RTB aims to reduce the adverse impact of incidents and problems that are caused by errors within the IT infrastructure, and to prevent recurrence of incidents related to these errors.

The RTB Application Support specialist will be key game changer across GTSM – Markets Post Trade Run the Bank with the following responsibilities:

• End to end proactive support of a portfolio of IT services to fulfil business demand and SLAs; ensure progress on delivery of service management and improvement activities, which delivers additional value or efficiencies to IT services.
• Participate in enhancing relationships with client stakeholders and service suppliers that define and demonstrate value in how a portfolio of IT services are being managed.
• Ensure all IT Services operate to our internal Service Level Management Standards.

What will you be doing?

• Collaborate with other technology components, BTB/Component teams etc. to complete RTB training
• Review and automate operationally expensive tasks (frequent batch failures, reporting requirements, etc,)
• Responsibility to own, maintain and track operational guides for support, knowledgebase, runbooks, rainy day procedures, SLA/OLA documentation, upstream and downstream contacts
• Engage with BTB managers on upcoming releases and maintain a 30/60/90 day view tracker
• Responsible for onboarding and coordination of releases into application suite
• Owning and driving governance around both the incident management and problem process, including actions from major problem reviews/high severity incidents, attending Service Review
• Calls with global RTB manager and giving value add to both the process and the outcome
• Drive Incident management improvements across entire suite of applications
• Complex issue triage, investigation and coordination to closure including leading triage on major incident calls
• Collate data for Proactive Service Improvement Initiatives including trending of incidents, root cause and other MI reports
• Creation, reviewing of Implementation Plans & Release Documentation
• Accountable for preparing & executing BCM, DR, and the group resiliency tests
• On call support, weekend working and ad-hoc overtime as appropriate

What we’re looking for:

• Degree in Information Systems or Computer Science or equivalent
• 5+ years of relevant experience managing level 2 application support and operations
• Excellent working knowledge of Service Management tools (Service First or other ) and ITIL frameworks
• 5+ years of experience with TSQL Skills with MS SQL/Oracle, Query optimization, Performance tuning
• 3+ years of experience providing input into support plans, managing support issues and escalating when appropriate.
• 2+ years of experience with release management tools
• Ability to learn and adapt quickly in a dynamic environment.
• Proven Incident Management and Business Continuity Management experience.
• Flexible to work in rotating shifts and collaborate with global teams. Rotating shifts covers three geographical regions of Asia, Europe and Americas.

Skills that will help you in the role:

• Ability to work independently as well as within a team
• Experience with Salesforce.com’s Service Cloud and CRM/ Service business processes.
• Experience with cloud based environments
• Experience with supporting web applications
• Ability to write scripts to automate repeating issues causing manual work in RTB teams
• Ability to drive complex application recoveries in a high-pressured area.
• Ability to cover on call support and flexibility around working hours
• Well-versed financial industry domain experience.

Where will you be working?

Pune

Be More at Barclays

At Barclays, each day is about being more – as a professional, and as a person. ‘Be More @ Barclays’ represents our core promise to all current and future employees. It’s the characteristic that we want to be associated with as an employer, and at the heart of every employee experience. We empower our colleagues to Be More Globally Connected, working on international projects that improve the way millions of customers handle their finances. Be More Inspired by working alongside the most talented people in the industry, and delivering imaginative new solutions that are redefining the future of finance. Be More Impactful by having the opportunity to work on cutting-edge projects, and Be More Valued for who you are.

Interested and want to know more about Barclays? Visit home.barclays/who-we-are/ for more details.

Our Values

Purpose and Values

We deploy finance responsibly to support people and businesses, acting with empathy and integrity, championing innovation and sustainability, for the common good and the long term.

Our values underpin everything we do: Respect, Integrity, Service, Excellence and Stewardship.

Respect

We harness the power of diversity and inclusion in our business, trust those we work with, and value everyone’s contribution.

Integrity

We operate with honesty, transparency and fairness in all we do.

Service

We act with empathy and humility, putting the people and businesses we serve at the centre of what we do.

Excellence

We champion innovation, and use our energy, expertise and resources to make a positive difference.

Stewardship

We prize sustainability, and are passionate about leaving things better than we found them.

Our Diversity

We aim to foster a culture where individuals of all backgrounds feel confident in bringing their whole selves to work, feel included and their talents are nurtured, empowering them to contribute fully to our vision and goals.

Our Benefits

Our customers are unique. The same goes for our colleagues. That’s why at Barclays we offer a range of benefits, allowing every colleague to choose the best options for their personal circumstances. These include a competitive salary and pension, health care and all the tools, technology and support to help you become the very best you can be. We are proud of our flexible working options for colleagues. If you have a need for flexibility, then please discuss this with us.