RTB Support Analyst

Job description

Job Title: Support Analyst
Corporate Grade: AVP
Primary Location/s: Radbroke Hall, Cheshire, UK

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

Compliance RTB
Compliance operates as one team to drive the right customer outcomes and protect the integrity of the financial services markets through innovation. Please visit our website here for more information.

Overall purpose of role
· Deputise regional and global operations leads and work hand in hand with global service managers.
· To work in L2 support team supporting Compliance suites of applications, alongside global team.
· Work as a subject matter expert for set of applications and work in coordination with BTB and Business users
Key Accountabilities and Skills required

Key specific accountabilities

· Ensuring incident tickets are raised for all incoming issues
· Will track and monitor Incidents assign to self and to team, to ensure they are responded to in a timely manner, are resolved , and closed once resolved
· Ensure all Incident and Problem records, associated with Compliance It Services are fully updated to record all detail relating to the incident or problem. Ensure at all times that a full and clear audit trail is available for future reference
· Respond to user queries which are assigned to self, and ensure own and team queries are resolved within SLA
· Manage team to ensure knowledge articles are created for new issues
· Manage leaves/vacation for shift staffs if necessary.
· Track and coordinate team activities to ensure application process troubleshooting and debugging is completed effectively
· Identify manual processes that could be automated to achieve greater efficiency, creating an appropriate record of service improvements and work with Service Managers to track the delivery of service improvements
· Efficiently take handover from previous shift and allocate task to suitable resources
· Raise change / co-ordinate changes for business driven requests
· Change Review and Approval
· Management of logical access process (LAM Controls) for own team, and as appropriate for the wider Compliance IT RTB team
· Support Service Managers during BCM tests by coordinating business and technology tams for actions which are delegated to own team
· Assistance with documentation and capture of issues and user requests.
· Ensure root cause analysis for business related major incidents are prepared and published timely

Stakeholder management and leadership.

· Coordination with compliance officers and end users
· Coordination with Service manager
· Ability to drive MIH calls
· Representing RTB in problem management forum with BTB
Decision making and problem solving.
· Excellent problem solving and investigation skills
· Ability to guide L1 and L2 team for user/system incidents in BAU
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
· Hands on experience in Unix/Linux, Shell scripting, Oracle, SQL server, Autosys (or any scheduling tool)
· Prior experience in working L2 application support environment – preferably in banking
· Excellent problem solving and investigation skills
· Excellent spoken and written communication, influencing and interpersonal skills
· Strong team leadership skills, able to effectively engage the multiple parties within IT groups to manage Run-The-Bank deliverables, change and BAU activities
· Ability to understand the business context and respond to users is more important over the in-depth technology skills
· Ability to work under pressure and continue to support users and applications
· Process oriented and able to follow through on all issues raised by clients in a timely manner
· Able to interact and communicate with staff at all levels
· Basic understanding of the investment banking business , and Compliance or Anti-Financial Crime, advantageous
· Depending on the service area, additional knowledge of a product would be desirable
· Strong basic technical skills with demonstrated ability to learn will be required in order to identify the trouble spots and suggest potential fixes
· Flexible, motivated, believer of details and perfection is very important and good team player.
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 .