Application Support Analyst

Job description

Barclays moves, lends, invests and protects money for customers and clients worldwide. Please visit our website here for more information.

Barclaycard US is one of the fastest-growing top-10 credit card issuers in the nation. The company creates customized, co-branded credit card programs for some of the nation's most successful travel, entertainment, retail, affinity and financial institutions, including: Apple, L.L.Bean, American Airlines, JetBlue, the National Football League and Ameriprise Financial. The business also issues its own Barclaycard-branded credit cards: Barclaycard Ring, Barclaycard Rewards, Barclaycard CashForward, and the award-winning Barclaycard Arrival product series. The company is headquartered in Wilmington, Delaware and has operations centers in Newark, Delaware; Wilton, Maine; Henderson, Nevada; and Hamilton, Ohio.

Barclaycard Application Services
Barclaycard Application Services is a team of about 220+ individuals spread across Northampton, Kirkby, Hamburg, Zaragosa (Spain), Dublin, Singapore, Wilmington and Pune; ensuring that the Live systems in Barclaycard are up and running and available to the Business 24X7.

Overall purpose of role:
Application Support Analyst reporting to the Application support Lead - take responsibility for:
· Delivery of 2 nd Line Application Support services for application(s) under support
· Maintain system availability and supplementary services within SLA.
· Ongoing liaison with component teams for ensuring service availability.

Key Accountabilities and Skills required:

Key specific accountabilities. Application Support (100%)

· Delivery of 2nd Line Application Support services for applications under support, which includes occasional Out-of-office support (1 week a month).
· Working with Global teams based in India, UK, Singapore & USA; adopting a ‘follow the sun' support model.
· Ownership, coordination, updating and resolution of Incidents throughout the Incident ticket lifecycle.
· Major Incident Resolution Coordination with Internal technology teams, Infrastructure teams, 3rd parties - managing conference calls, Major incident bridges, etc.
· Coordination and Assistance of Change records (Change management) which includes and not restricted to pro-active maintenance, Application recycles, Patching, Upgrades, Code releases, Small changes etc.
· Active participation in Technical Implementation plan walk through, release activity – code deployment via automated tool sets, post release monitoring and support.
· Development of Alerting and monitoring capability of the Applications supported.
· Identification, root cause analysis and fix of Problem Records (repeated incidents).
· Identify opportunities for improvement in application functionality/ process. (Service Improvements).
· Communication with Business stakeholders regarding business impact of incidents, Impact analysis of Changes, and Monthly Service reviews.
· 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

Stakeholder management and leadership.
· Develop and maintain a working relationship with Service Management community and the Business owners.
· Communication with Business stakeholders regarding business impact of incidents, Impact analysis of Changes, and Monthly Service reviews.
Decision making and problem solving.
· Investigation of Failure scenarios, symptoms, Application logs, Application config files, source code in order to resolve Incident tickets and Problem Records.
· Root Cause Analysis and Fix identification of Problem records.

Risk and Control Objective: All Barclays colleagues have to 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.

Your Skills and Qualifications will include
Basic Qualifications
· Bachelor's Degree (Preferably in Engineering/Computer Science)
· 1-2 years of experience of ITIL framework for Service Management.
· 1-2 of hands on experience with Java/J2EE, UNIX (Shell scripting) & SQL knowledge and hands-on experience.
· 1-2 years of application support

Preferred Qualifications
· Exposure to Cloud platforms (Apaas v2, v3) preferred.
· ITIL v3 foundation certification preferred
· Java Certification (SCJP)/Oracle Certifications preferred.
· Experience of working with Global teams preferred.


The Benefits: Our customers deserve the best. The same goes for our employees. That's why at Barclays you'll receive a range of benefits that include a competitive salary and all the tools, technology and support you need to succeed.

Our Culture: Everything we do is shaped by the five values of Respect, Integrity, Service, Excellence and Stewardship. The values inform the foundations of our relationships with customers and clients, but they also shape how we measure and reward the performance of our employees. Simply put, success is not just about what you achieve, but about how you achieve it.

Dynamic working gives everyone at Barclays the opportunity to integrate professional and personal lives, if you have a need for flexibility then please discuss this with the hiring manager.
Barclays is an equal opportunity employer and are opposed to discrimination on any grounds. For more detailed information, please visit our dedicated Diversity and Inclusion site here .

EEO statement
It is the policy of Barclays to ensure equal employment opportunity without discrimination or harassment on the basis of race, color, creed, religion, national origin, alienage or citizenship status, age, sex, sexual orientation, gender identity or expression, marital or domestic/civil partnership status, disability, veteran status, genetic information, or any other basis protected by law.