Application Support Analyst at Barclays Pune | IT Support Role

Job Description

Purpose of the role

This role focuses on monitoring and maintaining the bank’s critical technology infrastructure while resolving complex technical issues. The objective is to minimise operational disruptions and ensure stable system performance.

Accountabilities

• Provide technical support within the service management function to resolve complex issues for specific clients or groups of clients, while improving the support model and service delivery.
• Carry out preventative maintenance activities on hardware and software. Use monitoring tools and performance metrics to detect potential issues and maintain optimal system performance.
• Maintain a knowledge base that documents resolved incidents, enabling future reference, self service capabilities and effective knowledge sharing.
• Review system logs, error messages and user reports to determine the root cause of hardware, software or network issues. Implement resolutions such as repairing or replacing hardware, reinstalling software, or applying configuration changes.
• Support automation initiatives, monitoring improvements, capacity planning, resiliency measures, business continuity processes, and front office related support activities.
• Identify potential service impacting risks or issues and remediate them or escalate through the appropriate processes.
• Continuously review support activities and introduce automation where suitable to improve efficiency and maintain system stability. Fine tune monitoring tools, thresholds and alerting mechanisms so issues are detected quickly.

Analyst Expectations

• Carry out assigned activities within defined timelines while maintaining high quality standards and contributing to continuous improvement.
• Apply strong technical knowledge within the assigned area and demonstrate understanding of the underlying principles and concepts.
• Where leadership responsibilities exist, guide and support team members, allocate work and coordinate resources to meet operational needs.
• For individual contributor roles, develop deep technical expertise and act as an advisor when needed.
• Collaborate with related teams and business functions, ensuring alignment with organisational goals.
• Take responsibility for operational outcomes of assigned activities and escalate any policy or procedural breaches appropriately.
• Support the implementation of updated policies and procedures introduced for risk mitigation.
• Provide input and influence decisions within the relevant area of expertise.
• Manage risk and strengthen controls within assigned responsibilities, ensuring work aligns with applicable rules, regulations and codes of conduct.
• Maintain an understanding of how the sub function integrates with the broader organisation, including its products, services and processes.
• Use factual analysis and attention to detail to make sound evaluative judgements and resolve problems based on technical experience.
• Communicate complex information effectively and engage with stakeholders inside and outside the immediate team.

All colleagues are expected to demonstrate the Barclays values of Respect, Integrity, Service, Excellence and Stewardship. Employees should also embody the Barclays mindset of Empower, Challenge and Drive in daily work and collaboration.