Job Description

Job title : Senior Application Support Analyst
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 carer, 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. Introduction: ETL Support Analyst reporting to the ETL Support Lead - take responsibility for:

• Delivery of 2nd Line Application Support services for application(s) under support
• Maintain system availability and supplementary services within SLA
• Ongoing liaison with Shared services team and IS to manage SLA expectations
• Ongoing liaison with Barclaycard C&C, BIM's/MIM's to manage escalated incidents.
• Maintain a proactive presence in providing help and guidance to Business operations.
• Transitioning changes successfully in production
• Working effectively with stake holder within technology and operations

What will you be doing?

Application Support

• Delivery of 2nd Line Application Support services for applications under support.
• Carry out Incident Management activities according to the process, procedures, and work instructions
• Be a Single Point of Contact for the end-user community
• Follow the Incident Management process, procedures, and work instructions
• Incident registration, initial support & classification and update Incident records
• 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 Maintenance and Support manager, participate in project/change activities relating to the application(s) under support, including (but not restricted to):
  • System Testing (preparation and execution)
  • UAT (preparation and execution)
  • System / Business Analysis
  
  

What we're looking for: Application Support / Technical Competencies

• Good knowledge of ITIL framework. ITIL certification preferred
• Good knowledge of Tools like Service Now, Service First, Service Watch, Service Manager, etc.
• Prior experience in application support is desirable, but not mandatory
• Application Support/Development experience:
  • 
    
    • Understanding of Data Warehousing and ETL concepts
    • Proficient in Ab Initio with good understanding of Ab Initio Components
    • Should be aware of performance tuning and optimization techniques
    • Understanding of 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.
    • Understanding of reading and executing shell scripts
    • Knowledge on AWK and SED will be an added advantage.
• SQL / Oracle
  • 
    
    • Should be able to write queries for data retrieval.
    • Knowledge on Database Indexes, Synonyms, Triggers
    • Knowledge on various types of Joins and its usage
• Good understanding of the Banking Industry will be preferred but not mandatory.

Skills that will help you in the role Specific Knowledge, Expertise & Qualifications

• Logical, analytical approach to problem solving
• 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
• Previous first or second line support 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. Purpose, Values and Mindset
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 Mindset shapes how we take action, living by our Values, driven by our Purpose, always with our customers and clients at the heart of what we do; our Mindset is to Empower, Challenge and Drive.
Empower Trust and support each other to deliver. Make decisions with those closest to the topic. Include diverse perspectives. Celebrate success and learn from failure. Challenge Question whether things can be done better. Use insights based on data to inform decisions. Be curious about how we can adapt and improve. Speak up and be open to alternative viewpoints. Drive Focus on outcomes. Deliver with pace. Be passionate and ambitious about what we do. Take personal responsibility. Actively build collaborative relationships to get things done.