GF RTB - Operational Risk L2 Support

Job description

Job Title: GF RTB - Operational Risk L2 Support
Location: Pune

· RTB L2 lead to manage overall engagement of India Pune-based RTB L2 Team
· The Operational Risk RTB lead is responsible for managing the service provided to the Operational Risk RTB L2 Team and takes E2E responsibility of the RTB L2 activities. The E2E support includes Production and Non-production (test environments) support for the all Operational Risk Technology owned applications (ORAC, MI BO reporting solution, RSAM and OCTON
· Establishing strong relationships with
· Operational Risk RTB L1 team lead (who is responsible for the end user production support),
· Operational Risk Technology Development Lead,
· Operational Risk Business Service Support and Change leads
· Vendor
· Infrastructure Services teams.
· Global RTB stakeholders

What will you be doing?

· Primary responsibility for the provision of RTB L2 services for Production and Non-production support for all Operational Risk Technology owned applications (ORAC, MI BO reporting solution, RSAM and OCTON)
· Oversight for incident and service request and problem management processes. Ensure that team strives to meet SLAs, validating controls and follow prescribed procedures
· Responsible for managing all major incidents impacting ORT applications, including follow-up to identify root cause and remediation actions
· Ensure Problems and Known Errors are tracked and managed according to Business requirements. Work closely with BTB teams to ensure that priority problems are addressed in a timely manner
· Participate in Service Review meetings with BTB / Operational Risk management, covering all aspects of service management for ORT applications
· Manage assigned Risk & Control / Audit, Technology Resilience and other RTB initiatives. Ensure that any deliverables are met on time and work closely with central teams to understand and communicate upcoming demands in advance
· Ensure that Knowledge Management procedures are followed correctly – keeping knowledge base up-to-date with new and amended knowledge articles. Highlight any knowledge gaps and arrange training as required
· Ensure system and application health and performance is monitored and any issues and trends are being analysed and escalated for remediation
· Perform regular Capacity Management reviews for ORT systems
· Ensure all services are monitored and measured throughout the function in a consistent manner
· Produce meaningful reports on service performance for Technology and Business management and users
· Identify, manage and implement improvements to the support model with the aim of delivering a more efficient and effective service to clients
· Ensure applications/software environments are fully maintained with appropriately supported updates, patches and/or service packs in line with corporate system maintenance policies
· Keeping stakeholders informed on progress against Incidents, User Requests and Problems
· Plan and oversee the use of environments and co-ordination the deployment of software releases through all stages of the development lifecycle up to and including production software and post release operational readiness checks, ensuring team adheres to Change Management standard and processes and strives to meet SLAs and controls
· Support the handover of new or enhanced software into business-as-usual (BAU) operation, absorbing and assimilating the information and providing junior resources information and education relating to the system technology and function
· Manage the production and non-production environments, including liaison with vendor and stakeholders, to test and schedule Linux, Windows, Java, Oracle and JBOSS patches, implement configuration changes and housekeeping activities
· Monitor, analyse and resolve incidents, user queries and problems, working closely with the Vendor, development and infrastructure teams
· Demonstrate the ability to analyse, research and resolve problems, escalate issues, clearly communicate with the users and other teams, and effectively manage priorities and expectations
· Delivery of documentation to agreed standards, on time and error free
· Plan and participate in service recovery tests and business continuity tests
· Analysis and trending of incidents, root cause and other MI to provide innovative solutions to existing problems and to identify and implement agreed improvement initiatives
· Develop and utilise core support tools, eg, automation, and processes to perform work while improving day-to-day practices for support team members with the goal of delivering service improvements to the business
· Provide effective production Level 2 support coverage, particularly in the areas of SQL, Oracle, Java and JBOSS application server, with ability to undertake performance analysis and tuning, understand and interpret execution plans, AWR, ADDR, CPU/Memory utilisation
· Work under minimum supervision
· Understand customer needs and priorities and the wider picture to provide quality solutions
· Ability to build strong relationships with peers, internal and external stakeholders

What we're looking for:

· Strong technical knowledge of Oracle 11g (current) and Oracle 12c (current and planned)
· Technical knowledge of NAS/Unix/Linux/Windows/Java, JBOSS application server
· Knowledge and preferably experience of using Business Objects, Tableau
· Experience of using Toad and SQL developer to access database
· Experience of writing and executing SQL and ability to understand logs
· Knowledge and use of Bladelogic and/or Autosys
· Basic knowledge of SSL certification and encryption and secure file transfer
· Experience of setting up jobs to monitor for alerts and responding to alert notifications
· Experience of using configuration management tools and reporting, preferably ServiceNow or ServiceFirst
· Good knowledge and experience of MS Excel (pivots, lookups), MS Word, and MS Power Point
· Understands how and when to make a choice independently; how and when to escalate issues to higher levels; analyses risks and future impacts of decisions
· Excellent communication (verbal and written) and interpersonal skills suitable for a diverse audience, with the ability to communicate in a positive, friendly and effective manner with ‘technical' or ‘non-technical' users/ customers
· Strong analytical approach to problem solving
· Self motivated, proactive
· Excellent organization skills
· Ability to work under pressure and juggle multiple priorities
· Strong attention to detail
· Demonstrates follow through and ownership of issues

Skills that will help you in the role:

· Experience in production support
· Experience in support team leadership / management role
· Masters or Bachelors Degree (preferably in Computer Science/Engineering)
· ITIL v3 Foundation
· Experience with application support best practices, methodologies
· Experience of working in a corporate banking environment, preferably within a Support team function

Where will you be working?

· Pune

*Barclays recently announced the creation of a new world-class campus at Gera Commerzone located in Kharadi. All Pune based roles will eventually start to move to this new campus starting September 2019. In the run up to that, during the course of 2018, there may be transitory movements of some roles to other temporary sites. Please speak with your recruiter about the specific location plans for your role.

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.

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

Our Diversity
We aim to foster a culture where individuals of all backgrounds feel confident in bringing their whole selves to work, feel included and their talents are nurtured, empowering them to contribute fully to our vision and goals.

Our Benefits
Our customers are unique. The same goes for our colleagues. That's why at Barclays we offer a range of benefits, allowing every colleague to choose the best options for their personal circumstances. These include a competitive salary and pension, health care and all the tools, technology and support to help you become the very best you can be. We are proud of our dynamic working options for colleagues. If you have a need for flexibility, then please discuss this with us.