Application Support Analyst

Job Title: 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.

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