|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.
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
Unix & Shell Scripting
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