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Payments - L2 App Support
2 weeks ago
Job Title: Payments - L2 App Support
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
Take ownership for managing risk and strengthening controls in relation to the work you do.
Working Flexibly
Hybrid Working
Structured hybrid role:
Introduction:
- Maintain system availability and supplementary services within SLA
- Ongoing liaison with Barclaycard Command Centre, BIM’s/MIM’s to manage escalated incidents.
- Maintain a proactive presence in providing help and guidance to Business operations.
- Transitioning changes successfully in production
- Working effectively with stakeholders within technology and operations
What will you be doing?
- SME Support (40%)
- Driving complex and major incidents to resolution
- Maintain system availability and supplementary services within SLA.
- Ongoing liaison with Barclaycard Command Centre, BIM’s/MIM’s to manage escalated incidents.
- Carry out Incident Management activities according to the process, procedures, and work instructions.
- Strict adherence to Incident, Problem & Change Mgmt. guidelines.
- Conduct Technical Internal PIR to feed into the global PIR process.
- Own the problem management function and work on to reduce the open problem estate by implementing fixes, collaborating with component teams.
- Project Engagement & Onboarding (30%)
- Gain a holistic view of the projects impacting the front-to-back business process owned by the SME.
- Attend Design Authority Meetings and enforce minimum acceptance & key readiness criteria on all project changes (new features & enhancements).
- Validate & approve support model, CMDB, SLAs, OLAs and NFRs.
- Review functional requirements and provide RtB point of view by collaborating with the project teams.
- Reviewing test strategy, test cases & test results and provide inputs from an RtB point of view.
- Approve NFRs, test plans / strategy / completion report / business & technical live proving plans.
- Review & Approve Operational Acceptance Testing Plan (and execute wherever possible)
- Early life support of new projects.
- E2E Ownership of all BTB / RTB changes hitting the production environment.
- Spend 10% of time in educating & upskilling other technology operations teams (L1/L2)
- Automation & Reliability (30%)
- Automation of all manual checks such as SoD, EoD, Post-Release Live Proving, etc.
- Identification of gaps in the existing alerting & monitoring followed by deep instrumentation to rationalize / reduce false alerts.
- Driving continual service improvements across the Cards & Payment estate to help our customers achieve their ambitions.
- Identification of Technical Debt / Issue, audit issues and input them into ORAC.
- Capacity & Demand Management
- Implement self-healing to remove any manual intervention for incident recovery.
- Handover of all finished product output to technology operations Teams (L1/L2)
What we’re looking for:
- Bachelors Degree in Engineering or Computer Science.
- 10 years of L2/L3 Application Support Experience is Must
Skills that will help you in the role:
- Strong interpersonal and communication skills
- Effective team player with strong customer focus
- Logical and analytical approach to problem solving.
- Flexible approach and ability to adapt under pressure.
- Sound time management and organizational skills
Where will you be working?
Pune
Be More at Barclays
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 deci
