Purpose of the role
To effectively monitor and maintain the bank’s critical technology infrastructure and resolve more complex technical issues, whilst minimising disruption to operations.
Accountabilities
- 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.
Analyst Expectations
- To perform prescribed activities in a timely manner and to a high standard consistently driving continuous improvement.
- 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.
- They lead and supervise a team, guiding and supporting professional development, allocating work requirements and coordinating team resources.
- Partner with other functions and business areas.
- Takes responsibility for end results of a team’s operational processing and activities.
- Take ownership for managing risk and strengthening controls in relation to the work you own or contribute to.
- 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.
Company Context
Join us as an Application Support Engineer at Barclays, where you will play a key role in ensuring the stability, availability, and performance of critical business applications. The role will include monitoring and supporting business-critical applications, investigating and resolving production incidents in line with ITIL processes, and working with engineering teams to improve application reliability, performance, and operational resilience. You will also leverage monitoring and observability tools to proactively identify issues and minimise service disruption. All colleagues will be expected to demonstrate the Barclays Values of Respect, Integrity, Service, Excellence and Stewardship.
This role offers the opportunity to work within a critical business environment at Barclays, focusing on stability, availability, and performance of applications. You will be involved in engineering collaboration to improve operational resilience and have the chance to work with modern monitoring and observability platforms.
Core Requirements
- Strong AWS knowledge from an application support and operational support perspective, including troubleshooting cloud-based applications and services.
- Experience working with MS SQL, including query analysis, troubleshooting, and supporting database-driven applications.
- Strong Unix/Linux administration and troubleshooting skills within production environments.
Highly Valued Skills
- Experience supporting APIs and understanding application integration concepts.
- Exposure to CI/CD processes and tools such as GitLab pipelines, with an understanding of release and deployment practices.
- Experience using monitoring and automation tools such as Kibana, AppDynamics and other observability platforms to support service performance and operational excellence.
