BA4 - App Support Engineer

Introduction:

Application support analyst should 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 (100%)
• Delivery of 2nd Line Application Support services for applications under support.
• Carry out Incident Management activities according to the process, procedures, and work instructions
• Strict adherence to IM , PM & CM guidelines.
• 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