ITIL JOB- Support Lead

Designation Support lead
Job Description Main Duties and Responsibilities

Application Support reporting to the Application Support Manager – take responsibility for:

Delivery of 2nd and 3rd 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.

Ongoing liaison with BIMs to manage escalated incidents.

Maintain a proactive presence in providing help and guidance to Business operations


Delivery of 2nd and 3rd line Application Support services for applications under support.

Carry out Incident Management activities according to the process, procedures, and work instructions

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

Ensure root cause and fix for all problem records.

Identify opportunities for improvement within the system.

Obtain the technical and organizational 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

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

Risk and Control Objective [This section is mandatory for all role profiles and must not be deleted]

Ensure that all activities and duties are carried out in full compliance with regulatory requirements, Barclays Operational Risk Framework and internal Barclays Policies and Standards.

Person Specifications:

Application Support Competencies

Good understanding of the Card Industry specifically commercial cards
Knowledge of Card issuing processes is preferred
Good knowledge of ITIL framework. ITIL certification preferred
Java Certification/Oracle Certifications preferred.

Core Technical Competencies

Java, J2EE
Unix & Shell Scripting

Barclays Competencies:

Drive for results
Planning and Organizing
Problem Solving /Decision Making
Quality – High Standards & Controls
Teambuilding / Team player
Technical Skills & Knowledge

Specific Knowledge, Expertise & Qualifications

Logical, analytical approach to problem solving
Effective team Leader and player
Flexible approach and ability to work under pressure
Consistent internal customer focus in a demanding environment
Sound time management and organizational skills
Good written and oral communications skills
Strong interpersonal and excellent communication skills
Effective man manager and team player with strong customer focus
Previous first or second line support experience

Desired Profile Please refer to the Job description above
Experience 3 – 8 Years
Industry Type Banking / Financial Services / Broking
Role Team Lead/Technical Lead
Functional Area IT Software – Application Programming, Maintenance
Education UG – B.Tech/B.E. – Any Specialization

PG – Any Postgraduate – Any Specialization, Post Graduation Not Required

Doctorate – Doctorate Not Required

Compensation:  Not disclosed
Location Pune
Keywords Java, J2Ee, SQL ,Oracle ,Unix Shell Scripting,, ITIL Framework Incident Management ,Application Support, Service Desk, Business Operations.
Contact Barclays Technology Centre India Private Limited



Master Black Belt JOB- Business Process Manager

Job Purpose :

The Customer Operations Business Process Manager will be responsible for executing business process improvement initiatives throughout the customer service operations. This person will also work to improve core call center processes, optimize agent workflows and customer experience, and work with the other business areas to eliminate root causes of customer dissatisfaction and reduce defects.

It will be necessary to collect and analyze relevant data to understand and define customers’ expectations of Groupon support for each channel. This person will benchmark internal and industry best practices to drive world class and innovative solutions, and work relentlessly with the business partners to
influence and drive solutions.

A successful candidate will be customer-centric and have a proven track record of full cycle project management–from conception and design through implementation, measurement and continuous improvement–as well as strong project communication skills.

Responsibilities :

  • Drive people, process, and technology improvement initiatives to optimize the customer support experience end-to-end.
  • Manage multiple projects and support a team in a demanding and rapidly changing environment.
  • Execute development and training plans for direct reports.
  • Foster customer-centric culture by recognizing and rewarding team.
  • Drive product/program quality improvements based on customer feedback and core performance measurements.
  • Use business analytics and intelligence to provide insight to all relevant stakeholders to create and drive change to improve the customer experience.
  • Identify opportunities and drive solutions to enable automated tools and applications for customer self-service related to help and information.
  • Identify opportunities to leverage social media to provide information about key issues to answer questions and solve problems for a broader audience.
  • Advocate on behalf of the customer to ensure a consistent and valuable experience for each customer.
  • Manage all key aspects of product/service launch readiness relevant to the business programs supported.
  • Help shape customer-facing language for all transnational communications to ensure consistency of the Group-on voice and the customer experience.

Skills and Qualifications :

  • Bachelor’s degree or equivalent experience; graduate degree preferred Lean/Six Sigma Black Belt Certification required, Master Black Belt preferred.
  • 8+ years of process improvement, management consulting, change management, or related business experience.
  • Broad knowledge of business process-improvement methodologies.
  • Call center experience preferred.
  • Demonstrated experience leading cross-functional programs/projects in a high growth company environment.
  • Experience interpreting data analytics to derive business insight and drive customer value.
  • Knowledge of customer service operations/functions strongly preferred.
  • SQL skills highly desired.


SAS JOB-Business Analyst

           Job Description616854_b77d_3

      Responsibilities :
      Understand the various operations across TRMS
      Understand the requirements of stakeholders and map them with the data sources/ data warehouse
      Design and develop highly available dashboards and metrics
      Provide wing- to- wing project lifecycle execution (project planning, execution, risk assessment and system availability)
      Execute high priority (i.e. cross functional, high impact) projects to improve operations performance
      Perform business analysis and data queries using SAS
      Execute analytical projects and understanding of analytical methods (like ANOVA, Distribution theory, regression, forecasting, Machine Learning Techniques, etc.)
      Identify new pattern of abuse and make recommendations for new controls and improved monitoring Develop and oversee the initiation of strategy recommendation.

Industry:IT-Software / Software Services

Functional Area:IT Software – Other

Role Category:System Design/Implementation/ERP/CRM

Role:Business Analyst

Desired Candidate Profile


UG:Any Graduate


Doctorate:Any Doctorate – Any Specialization, Doctorate Not Required

      Basic Qualifications
      Bachelors Degree in any quantitative discipline such as Statistics, Mathematics, Quantitative Finance, or Operations Research
      3- 5 years of experience working in Analytic / Business Intelligence environment
      Experience in working with databases and SQL in a business environment Demonstrated use of analytical packages and query languages such as SAS and SQL
      Prior experience in design and execution of analytical projects Worked extensively in large scale data bases and data warehouses.
      Preferred Qualifications:
      Master’s Degree in a quantitative discipline such as Statistics, Mathematics, Quantitative Finance, or Operations Research
      Experience with Tableau and R
      Exposure to software development process
      Analytical mindset and ability to see the big picture and influence others
      Detail- oriented and must have an aptitude for solving unstructured problems. The role will require the ability to extract data from various sources and to design/ construct/ execute complex analyses to finally come up with data/ reports that help solve the business problem Strong oral, written and presentation skills combined with the ability to lead group discussions and explaining complex solutions
      Ability to apply analytical, computer, statistical and quantitative problem solving skills is required
      Ability to work effectively in a multi- task, high volume environment
              Ability to be adaptable and flexible in responding to deadlines and workflow fluctuation
Company Profile:

Amazon India Software Dev Centre Pvt Ltd