APPLICATION SUPPORT H/F

Purpose of role

The application support analyst will be
responsible for ensuring all live applications within their area of
responsibility are fully supported and meet the Service Level Agreement (SLA)
requirements of all service areas. In conjunction with this, the role holder
will be responsible for the delivery of application support services to
respective Application Support Team managers. This role will extend to provide
service operation management tasks such as maintaining Service First Cis and
documentation aligned with group requirements, procedures & controls.

Core
accountabilities

The role holder will be responsible for
the delivery of second level application support functions, incorporating the
ownership, analysis and resolution of service incidents and problems. They will
participate in additional activities related to the applications under support,
including but not restricted to: change project engagement; system testing and
release coordination; system and business analysis; business continuity
testing; and provision of 24x7 support.

The role holder must ensure that all
live applications are fully supported and meet the SLA
requirements of service area. They will also effectively provide service
acceptance measurement and sign off for their area of responsibility; manage
and deliver second line application support whether direct, sourced internally
or hosted by a third party; work with the wider Investment Banking and
Investment Management (IBIM) Technology group, to ensure adaptation of services
meet the changing needs of the business; and Identification of and
implementation of continual improvements to the service through, for example,
incident root cause Analysis, trend analysis and procedure reviews.

The role holder will work with
application support analysts, application service managers, major incident
handling and other internal and external parties, to support and adapt the
service offering in order to meet the changing needs of the business. They will
effectively manage and deliver the live service to agreed service levels and
will apply ITIL best practice principles across the service area.

Service level agreement (SLA)

The role holder will maintain system
availability to SLA; will analyse and resolve application system related
Operational issues, via formal communications and procedures; and will ensure
key application functions and scheduled activities are completed in a timely
manner and within SLA.

Business as Usual (BAU)

The role holder will maintain all
formal controls, documents and records to auditable levels, and in compliance
with current technology application support operation procedures and
documentation standards. They will work with Application Service Managers, in
order to understand business requirements; will identify service enhancements;
and will help drive service improvement initiatives, in order to deliver
programs, as well as provide 24x7 support, as part of shift and on-call rotas.

Service Operations management (SOM)

The role holder will split his time with SOM activities for the Monaco
Application Support Team. Such as maintaining components and IT service Offers
up to date in Service First and make sure Monaco platform is aligned with
Barclays Policies & Controls. The Service Manager is responsible ensuring
compliance to the service management risk and control framework and identifying
service risks, leading on service management and service improvement / cost
reduction activities.

Supervisory
responsibilities

There are no direct supervisory
responsibilities to this position, but the role holder manages their own work
load and will work with individuals and managers, to ensure maximum performance
and knowledge continuity.

Key clients
(internal and external)

The role holder's primary business
customer will be internal end users with within the organisation. The role
holder will also interface with other business areas, a number of teams across
Barclays, as well as third party providers.

Role requirements

The candidate will possess relevant
experience and a proven track record in an application support role. They will
be experienced in supporting applications in a global environment and will be
familiar with ITIL concepts and best practices. It is preferable that they also
be experienced in supporting applications in a major investment bank, with a
strong knowledge of ITIL-based processes and best practices. An understanding
of ITIL methodologies is required, as well as an ability to investigate,
analyse and resolve application issues.

The candidate must be comfortable
working alongside second Line Infrastructure teams and third party vendors, as
part of the day to day Service Support activities. The candidate must have
strong analytical and investigation skills, with an ability to resolve issues in
a high-pressure and time critical environment.  The candidate will also
need to have a proven track record of service delivery in a complex IT
environment and will have an in-depth understanding of applications supported
by Applications Support functions in general. Exposure and/or practical
knowledge and experience of front Office and Back Office applications and
procedures would be advantageous, but is not essential.

Technical knowledge

The
role holder experience in the following: Oracle, PL/SQL, Unix, Open Shift.

Banking
knowledge example:  swift knowledge,
portfolio, performance, credit, stock exchange trading, forex. Knowledge
of the Avaloq platform is a plus.

Academic and Professional Qualifications

The candidate will be ideally educated
to degree level, or above, preferably in an IT related discipline.

Language Skills

The right candidate will have an
excellent command of the English language, with strong written and verbal
communication skills, and the ability to communicate effectively across all
levels, as this the primary business language at Barclays. It would be highly
advantageous if the candidate was also fluent in French.

Personal Attributes

The right candidate will be action
orientated, with a focus on continuous improvement in all areas of work. They
will be known for high energy and productivity and will be able to deliver
quality results with a challenging, positive, influential style. The successful
candidate will demonstrate creativity and pragmatism, with an ability to conceptualise
and deliver at speed. A sound commercial approach should be a priority, with a
focus on best practice. The candidate will possess excellent organisational and
time management skills, will be a team player and will be able to remain
customer focused in what can be a highly stressed, high-pressured and demanding
environment. The ability to participate in flexible working hours and support
rotas is a key requirement.