What will you be doing?
Delivery of 2nd Line Application Support services for applications under support.
Be a Single Point of Contact for the end-user community
Follow the Incident Management process, procedures, and work instructions
Incident Resolution Coordination with 3rd parties - managing conf. calls
Route unresolved incidents to Back Office Support Staff
Provide the end-user with status updates concerning Incident records;
Identify opportunities for improvement
Obtain the technical and organisational knowledge required to perform these activities
Pro-actively keep informed of current and past Incidents, Problems and Known Errors (e.g. if there is a network outage, all Service Desk staff are to be aware)
If applicable, escalate to the Incident Management Process Manager
Maintain all formal controls, documents and records to auditable levels and in compliance with current AD Application Support operation procedures and documentation standards
Ensure key application functions and scheduled activities are completed in a timely manner and within SLA
As directed by Application Support manager, participate in project / change activities relating to the application(s) under support, including (but not restricted to current set).
Assistance to Support Manager
Management of day-to-day delivery of the application support services to the client from both external and internal suppliers and Barclay’s staff.
Resolution of operational issues within the Application Support teams, affecting the overall Application Service Delivery.
Measure and monitor the operational performance against agreed service level agreements and associated cost models.
Management of the implementation of change against client plans, service plans, business and benefits cases for the applications.
What we’re looking for :
Good knowledge of ITIL framework. ITIL certification preferred
Good knowledge of Tools like Service Now, Service First, Service Watch, Service Manager,
Prior experience in application support is desirable, but not mandatory
Application Support, & MaintenanceUnderstanding of Data Warehousing and ETL conceptsExpert in Ab Initio with good understanding of Ab Initio ComponentsProficient in performance tuning and optimization techniquesGood knowledge on scheduling tools.
Job Scheduler tool(TWS) Good understanding of a job scheduler tool preferably TWS.
Unix Good understanding about Unix Commands related to file handling, process management.Experience in Unix Shell Scripting to automate manual activitiesExposure in investigating Unix System issues such as Memory / CPU usage, etc.
Knowledge on AWK and SED will be an added advantage.
SQL / Oracle Should be able to write complex queries for data retrieval.Knowledge on Database Indexes, Synonyms, TriggersKnowledge on various types of Joins and its usageExperience on reading oracle AWR / ASH reportsExperience in identifying long-running SQLs and improving them.
Good understanding of the Banking Industry will be preferred but not mandatory.
Skills that will help you in the role :
Logical, analytical approach to problem solving
Effective team Leader and player
Flexible approach and ability to work under pressure
Consistent internal customer focus in a demanding environment
Sound time management and organisational skills
Good written and oral communications skills
Strong interpersonal and excellent communication skills
Effective man manager and team player with strong customer focus
Previous first or second line support experience
Where will you be working?