Production Support Analyst (L1)
Pune (Pune) Design / Civil engineering / Industrial engineering
Job description
About Investment Banking – IT Reference Data
The Investment Banking – IT Reference Data Support or Run-The-Bank(RTB) team delivers a global, in-house support service to users of key investment banking business applications covering all Financial Markets. The user functions include managing and distributing the Instrument/Product Static, Intra-day, End-Of-Day Pricing, Historical Time-Series and Client & Counterparty information. The team adopts the industry standard ITIL Service Management Framework and provides an excellent fast-paced and challenging technical service environment.
Main Duties and Responsibilities
o Reporting to the Global Level 1 Support/RTB Lead for Reference Data Support, this role will be based in our Pune Office, an integral part of our global team spanning London, Prague and New York. This role will deliver first level support services across a suite of key applications.
o The primary responsibility is to provide front line support to the business and other IT teams, to ensure continued availability, effectiveness and accuracy of production systems.
o The candidate will be required to work early/late/night shifts, and periodically work on a weekend support rota.
Key Accountabilities
- Provide front-line production support services to the business and IT stakeholders to ensure continued availability, effectiveness, and accuracy of across the IB Reference Data suite of applications
- Troubleshoot application incidents based on the Knowledge Database maintained; help maintain and improve the Knowledge Database
- Execute Scheduled Tasks and Intra-day Application Health checks.
- Provide eyes-on-glass real-time monitoring of the applications and batches.
- Escalate incidents/failures to Level 2 Support in line with the defined escalation process, and drive the closure within the SLAs.
- Provide regular and high quality updates to the customer on the progress on the incidents, including SLA breaches.
- Proactively identify opportunities to increase team efficiency such as reducing manual effort or decreasing the number of production incidents.
- Support scheduled weekend activities (e.g. BCM testing, Data Centre Power down, Major Releases) of Production applications.
- Develop and maintain excellent relationships and communication with global stakeholders, other IT teams, and business areas.
- Uphold policies, procedures and standards, acting as a champion to communicate and enforce the policies to manage Risk & Control.
- Actively contribute to the Knowledge Database to ensure that it is up to date.
- Contribute to Management Reports (MI)
Stakeholder Management and Leadership
o The key stakeholders for this role will be the Level 2 and Level 3 Support/RTB personnel within IB Reference Data. The role will require the candidate to work in close coordination with Level 2 RTB staff in order to provide a world-class Reference Data function and delivery.
Decision-making and Problem Solving
o The role will require quick, multi-lateral problem solving skills to tackle the fast and complex nature of the support environment. This will often involve working with multiple teams and across multiple systems to understand the flow and dependencies of data. The role will also test decision making skills in an ITIL framework.
Risk and Control: 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
o Basic Requirements:
o IT background with practical experience in IT support and/or development.
o experience in the investment banking industry and/or atop tier financial institution.
o Preferred Qualifications*
o Significant practical experience in IT support and/or development in a financial institution.
o Strong knowledge of Relational Databases, in particular MSSQL and Oracle, including Stored Procedures, Indexes, and other DB Objects.
o Strong knowledge of Windows & Linux Platforms.
o Strong knowledge of Autosys or other scheduling software is highly advantageous.
o Understanding of Excel.
o Excellent verbal and written communication skills.
o Experience working in an ITIL structured support environment.
o Ability to resolve issues in a high-pressure & time critical environment.
o Ability to understand context and respond to users is more important over the in-depth technology skills.
o Positive & enthusiastic Team Player.