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Job Details:
Position Name : Sr. App Support Specialist
Location: Pune, Maharashtra
Job ID : f369f690de1148a0
Description : Job Title: Sr. App Support Specialist
Location: Pune
About Barclays
Barclays is a British universal bank. We are diversified by business, by different types of customers and clients, and by geography. Our businesses include consumer banking and payments operations around the world, as well as a top-tier, full service, global corporate and investment bank, all of which are supported by our service company which provides technology, operations and functional services across the Group.
Risk and Control Objective
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.
Working Flexibly
We’re committed to providing a supportive and inclusive culture and environment for you to work in. This environment recognises and supports ways to balance your personal needs, alongside the professional needs of our business. Providing the opportunity for all our employees, globally to work flexibly empowers each of us to work in a way that suits our lives as well as enabling us to better service our customers’ and clients’ needs. Whether you have family commitments or you’re a career, or whether you need study time or wish to pursue personal interests, our approach to working flexibly is designed to help you balance your life.
If you would like some flexibility, then please discuss this with the hiring manager.
Introduction:
This role is in Global Contact Centre application support team within the GTSM BUK business area. The purpose of the role is to ensure the smooth running of the contact centre services by working as tech SME along with leading the team.
What will you be doing?
Takes full responsibility to ensure that contact centre services are stable and maintained at their most effective level to facilitate customer demand
Work as a lead by effectively managing team’s governance and performance, coach team members and provide the first level advice on procedures/methods
Key focal point for stakeholders so we can leverage two-way feedback to ensure we meet business support requirements
Capable of defining and enforcing clear standard acceptance approach to major change into the live environment.
Plan, coordinate, and supervise all activities related to the operations of the Banks production applications related to a specific product area.
Perform the following subset of ITIL aligned functions, Incident Management, Problem Management, Change Management
Manage client expectations and demands proactively while maintaining good client relationships, working closely with the Contact Centre Product Delivery managers to ensure effective application development and delivery, whilst maintaining application stability.
Train, develop and mentor staff to ensure full development of their potential.
To establish strong relationships across the Contact Centre organisation in order to develop effective applications and work in a fully collaborative way an as per the Agile Delivery Methodology.
Accountable for the resolution of all Incidents relating to the relevant product area, to return product service to customers as quickly as possible.
Ownership of the overall Problem Backlog and the development of a Release Strategy to deliver Service Improvements.
Single point of escalation for BAU operational items within the product area for Engineers, Service Managers, Product Manager, Tech Partners, 3rd Party suppliers and the Business.
Contribute to service improvement plans for products within scope.
Ensures the Service Introduction process is carried out for all new services.
Lead the investigation into root cause analysis of major incidents to minimize their impact on the business operations.
Shift and or Oncall support (approx. rota 1 in 4 weeks)
What we’re looking for:
Tech and tool Skills – AWS, Contact Centre Tech Knowledge, Core Java, UNIX, SQL, Java script etc.
Hands-on troubleshooting experience on AWS solutions, Contact Centre solutions.
Supporting design solutions in various AWS services like Lambda, DynamoDB, Kinesis, S3, API gateways, Amazon Connect etc.
Experience with people management to lead the team for higher achievements.
Proven track record of delivering best of breed production support and highly effective communicator
Prior exposure to leading teams in 24*7 critical production environment.
Deep understanding of the internal and external environment related to own IT product area
Ability to work under pressure situations
Ability to plan and manage own work effectively
Skills that will help you in the role:
ITIL v3 Foundation qualified
AWS Certifications preferred
Working with ISD designers, Project Service Architects and Architecture, Governance & Standards for input and to understand and influence changes in architectures policies and strategy
Tech and tool Skills – AWS Cloud, Shell script, Python, Wily, Splunk, AppDynamics, ESaaS, Service First, ELK, Confluence and JIRA.
Can describe rationale for major IT initiatives and identify major IT issues
Thorough knowledge of Service Management process and procedures and can debate where appropriate to senior and heads of business
Where will you be working?
Pune
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.
Purpose, Values and Mindset
We deploy finance responsibly to support people and businesses, acting with empathy and integrity, championing innovation and sustainability, for the common good and the long term.
Our values underpin everything we do: Respect, Integrity, Service, Excellence and Stewardship.
Respect
We harness the power of diversity and inclusion in our business, trust those we work with, and value everyone’s contribution.
Integrity
We operate with honesty, transparency and fairness in all we do.
Service
We act with empathy and humility, putting the people and businesses we serve at the centre of what we do.
Excellence
We champion innovation, and use our energy, expertise and resources to make a positive difference.
Stewardship
We prize sustainability, and are passionate about leaving things better than we found them.
Our Mindset shapes how we take action, living by our Values, driven by our Purpose, always with our customers and clients at the heart of what we do; our Mindset is to Empower, Challenge and Drive.
Empower
Trust and support each other to deliver. Make decisions with those closest to the topic. Include diverse perspectives. Celebrate success and learn from failure.
Challenge
Question whether things can be done better. Use insights based on data to inform decisions. Be curious about how we can adapt and improve. Speak up and be open to alternative viewpoints.
Drive
Focus on outcomes. Deliver with pace. Be passionate and ambitious about what we do. Take personal responsibility. Actively build collaborative relationships to get things done.
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