Support Sme

**Job Title**:Support SME

**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 carer, 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.
- As a member of a team of 40+, provide 24x7 global technical support activities for the Bank’s Security Technologies and Service Continuity, on a rotational shift basis.
- Ensure support issues, incidents and problems are managed in a timely and efficient manner
- Coordination with various support, business and development teams in ensuring requirements are scoped correctly for the continuous improvement plan
- Implementation of change, release and production support approvals.
- Customer-focused on strong service delivery
- To do support and troubleshooting issues in UNIX, Windows, SQL database related security tools and analysis for the same.
- To coordinate security related activities such as scheduled maintenance, upgrade, performance tuning and trouble shooting
- Decision Making

**What will you be doing?**

Key accountabilities of this role will be aligned but not limited to:

- **Key specific accountabilities**:

- Incident, Problem and Change management
- Ensuring issues are managed within agreed SLA/SLT
- Support and management of system outages via the published major incident management process
- Perform post-release start-of-day checks as appropriate
- Liaison across business and users to resolve users support issues
- Efficient implementation of identity management privileged access provisioning
- Perform trending & root cause analysis of issues (management information)
- Compliance to audit, regulatory and CSO Standards requirements - risk aware and focused
- System stability monitoring
- Application & server restarts
- Support of system outages, fixes and enhancements
- Problem escalation and ownership to resolution from customers
- Process and Procedure knowledge base maintenance
- Work closely with SME’s/L3 team on recurring/trend issues
- Attend Major Incident Management calls related to outages and complex technical issues needing interaction with multiple teams. Represent support team on such calls and articulate support team position in an effective manner
- Should be able to take decisions during major incidents, outages on matters related to service degradation and managing communications to impacted stakeholders. Be able to supplement with a rationale for decisions taken.

**Skillset**:
**Must have**
- Application Troubleshooting/Debugging
- Service First ticketing tool and Workflow Knowledge
- Operating systems - Strong Unix/Linux administration knowledge, Windows servers
- AWS Understanding
- DevOps Tools (GIT, Jenkins etc) Basic Understanding
- MSSQL Database, Apache Tomcat Basic Understanding
- Should have worked on Autosys Jobs
- Clear understanding of Networking concepts.
- Experience with Microsoft suite of products

**Added Advantage**
- Debugging knowledge of Shell Scripting/Python Scripts
- Automations
- Hadoop and BIG Data tool knowledge

**What we’re looking for**:

- Problem Solving
- Analytical skills
- Communication skills
- Business understanding -Investment bank
- Risk and control governance

**Skills that will help you in the role**:

- Proven customer service/ liaison skills in dealing with clients and customers at all levels including difficult and demanding stakeholders.
- Able to quickly absorb and assimilate large amounts of technical and business information to identify the most appropriate course of action to ensure consistent quality
- Able to work effectively in extreme high pressure situations where critical service availability is compromised and/ or Barclays reputation is at stake
- Fully competent in