Application Support Analyst

About the Role

Embark on a transformative journey as an Application Support Analyst at Barclays, where our vision is to redefine the future of banking and craft innovative solutions. In this role, you will play a vital role in keeping critical banking applications running seamlessly and reliably. By resolving issues quickly and optimizing system performance, you will directly enhance customer experience and operational efficiency. Your contributions will help Barclays deliver innovative, secure, and uninterrupted financial services.

Purpose of the Role

To effectively monitor and maintain the bank’s critical technology infrastructure and resolve more complex technical issues, while minimizing disruption to operations.

Responsibilities

• Provide Level 2 Production/Application Support, ensuring stability, incident resolution, and continuous service availability within defined SLAs.
• Drive incident, problem, and escalation handling, working closely with C&C, BIMs, MIMs, and cross-functional teams for timely resolution.
• Collaborate with upstream/downstream systems, shared services, and technology teams to ensure dependencies and SLA commitments.
• Deliver anticipatory monitoring, operational support, and business engagement, while partnering with stakeholders across technology and operations to drive service reliability and performance.
• Provision of technical support for the service management function to resolve more complex issues for a specific client or group of clients.
• Develop the support model and service offering to improve the service to customers and stakeholders.
• Execute preventative maintenance tasks on hardware and software and utilize monitoring tools/metrics to identify, prevent, and address potential issues to ensure optimal performance.
• Maintain a knowledge base containing detailed documentation of resolved cases for future reference, self-service opportunities, and knowledge sharing.
• Analyze system logs, error messages, and user reports to identify the root causes of hardware, software, and network issues, providing resolutions by fixing or replacing faulty components, reinstalling software, or applying configuration changes.
• Implement automation, monitoring enhancements, capacity management, resiliency, business continuity management, front office-specific support, and stakeholder management.
• Identify and remediate or raise, through appropriate processes, potential service-impacting risks and issues.
• Proactively assess support activities, implementing automations where appropriate to maintain stability and drive efficiency.
• Actively tune monitoring tools, thresholds, and alerting to ensure issues are known when they occur.

Requirements

• Validated experience in Data Engineering, ETL/ELT, Ab Initio, Databricks, and AWS Cloud platforms.
• Experience with Managed File Transfer (MFT) tools including SFTP and Connect Direct (NDM), along with database support and SQL-based data validation.
• Considerable experience in AWS Data Pipelines using Glue, Step Functions, CloudWatch, with a focus on monitoring, alerting, and SLA adherence.
• Experience with Unix/Linux, TWS, workload scheduling, CI/CD, GitLab, monitoring tools, AppDynamics, Observe, ESaaS, and cloud services such as Lambda, DynamoDB, Glue Catalog.
• Exposure to Production Support, L2, Incident, Problem, Release Coordination, and ITIL Framework practices.

Analyst Expectations

• Perform prescribed activities in a timely manner and to a high standard, consistently driving continuous improvement.
• Requires in-depth technical knowledge and experience in the assigned area of expertise.
• Thorough understanding of the underlying principles and concepts within the area of expertise.
• Lead and supervise a team, guiding and supporting professional development, allocating work requirements, and coordinating team resources.
• Develop technical expertise in the work area, acting as an advisor where appropriate.
• Impact the work of related teams within the area.
• Partner with other functions and business areas.
• Take responsibility for end results of a team’s operational processing and activities.
• Escalate breaches of policies/procedures appropriately.
• Take responsibility for embedding new policies/procedures adopted due to risk mitigation.
• Advise and influence decision-making within your area of expertise.
• Take ownership for managing risk and strengthening controls in relation to the work you own or contribute to.
• Deliver your work and areas of responsibility in line with relevant rules, regulations, and codes of conduct.
• Maintain and continually build an understanding of how your sub-function integrates with the function, alongside knowledge of the organization’s products, services, and processes within the function.
• Demonstrate understanding of how areas coordinate and contribute to the achievement of the objectives of the organization’s sub-function.
• Make evaluative judgments based on the analysis of factual information, paying attention to detail.
• Resolve problems by identifying and selecting solutions through the application of acquired technical experience and guided by precedents.
• Guide and persuade team members and communicate complex/sensitive information.
• Act as a contact point for stakeholders outside of the immediate function, while building a network of contacts outside the team and external to the organization.

Skills

You may be assessed on key critical skills relevant for success in this role, such as:

• Risk and controls
• Change and transformation
• Business acumen
• Strategic thinking
• Digital and technology
• Job-specific technical skills

Location

This role is located in our Whippany, NJ office.

Pay

Minimum Salary: $80,000
Maximum Salary: $120,000
The minimum and maximum salary information above includes only base salary or base hourly rate. It does not include any other type of compensation or benefits that may be available.

Benefits

Barclays employees are eligible for a suite of competitive and generous employee benefits, including:

• Medical, dental, and vision coverage
• 401(k)
• Life insurance
• Other paid leave for qualifying circumstances

This position is eligible for an incentive award.

Values and Mindset

All colleagues will be expected to demonstrate the Barclays Values of Respect, Integrity, Service, Excellence, and Stewardship. They will also be expected to demonstrate the Barclays Mindset – to Empower, Challenge, and Drive.