Job Description :

Barclays is looking for a highly motivated teammate ready to play a key role as a Support Operations Analyst.

Responsibilities :

• As a member of a team of 40+, provide 24×7 global technical support activities for the Bank’s Security Technologies and Service Continuity, on a rotational shift basis.
• Ensure support issues, incidents and problems are managed in a timely and efficient manner 
• Coordination with various support, business and development teams in ensuring requirements are scoped correctly for the continuous improvement plan
• Implementation of change, release and production support approvals.
• Customer-focused on strong service delivery
• To do support and troubleshooting issues in UNIX, Windows, SQL database related security tools and analysis for the same.
• To coordinate security related activities such as scheduled maintenance, upgrade, performance tuning and trouble shooting
• Decision Making- Participate and contribute in MIH where individual need to apply his technical skills and take decision.
• Strong Communication Skills –  role demands to interact with various key stake holders and senior management for escalations, candidate should strong in verbal and written communication

Key specific accountabilities:

• Incident, Problem and Change management 
• Ensuring issues are managed within agreed SLA/SLT 
• Manage email, Hotline queries and ticketing systems
• Support and management of system outages via the published major incident management process
• Perform post-release start-of-day checks as appropriate
• Liaison across business and users to resolve users support issues
• Efficient implementation of identity management privileged access provisioning
• Perform trending & root cause analysis of issues (management information)
• Compliance to audit, regulatory and CSO Standards requirements – risk aware and focused
• System stability monitoring
• Application & server restarts
• Support of system outages, fixes and enhancements
• Problem escalation and ownership to resolution from customers
• Process and Procedure knowledge base maintenance
• Work closely with SME’s/L3 team on recurring/trend issues 
• As a Support Operations Analyst, You should analyse automation failures, identify root cause of failure and work with L3, Integration and application owners 
• Attend Major Incident Management calls related to outages and complex technical issues needing interaction with multiple teams. Represent support team on such calls and articulate support team position in an effective manner
• Attend conference calls opened by applications, IT Service desk for complex technical issues. Understand the urgency, priority and gravity of the situation and accordingly maintain two-way communication.
• Should be able to take decisions during major incidents, outages on matters related to service degradation and managing communications to impacted stakeholders. Be able to supplement with a rationale for decisions taken.

Skillset:

Must have :

• Experience with Microsoft suite of products
• Service Now ticketing tool
• Operating systems – Strong Unix administration knowledge, Linux, Windows servers
• Database Management Systems, Web Servers
• A clear understanding of Networking concepts.
• Should have worked on Autosys Jobs

Added Advantage :

• Splunk
• Elastic Search, RSA,CyberArk
• Hadoop and BIG Data tool knowledge 

What we’re looking for:

• Problem Solving
• Analytical skills
• Communication skills
• Business understanding –Investment bank
• Risk and control governance

Skills that will help you in the role:

• Exceptional written communication skills; ability to write ad-hoc and formal reports. This will assume a detailed working knowledge of all Microsoft Office Tools (Word, Excel, PowerPoint, Visio etc)
• Able to quickly absorb and assimilate large amounts of technical and business information to identify the most appropriate course of action to ensure consistent quality

About Us :

• 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.A
• 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.