Barclays Hiring Application Support Analyst - Pune | IT Ops

Job Description

Purpose of the Role

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

Accountabilities

• Provide technical support within the service management function to resolve complex issues for specific clients or client groups. Contribute to developing support models and improving service delivery for customers and stakeholders.
• Carry out preventative maintenance activities on hardware and software. Use monitoring tools and metrics to identify potential issues early and maintain optimal performance.
• Maintain a knowledge base that documents resolved cases, enabling future reference, self-service capabilities, and knowledge sharing.
• Review system logs, error messages, and user reports to determine root causes of hardware, software, or network problems. Resolve issues through hardware replacement, software reinstallation, or configuration adjustments.
• Support automation initiatives, monitoring improvements, capacity planning, resiliency efforts, and business continuity processes while collaborating with front office teams and stakeholders.
• Identify service-impacting risks or issues and escalate them through appropriate processes for remediation.
• Continuously review support processes and introduce automation where appropriate. Tune monitoring tools, thresholds, and alerts to ensure issues are detected promptly.

Analyst Expectations

• Perform assigned activities on time and maintain high standards while promoting continuous improvement.
• Develop strong technical expertise in the assigned domain with a clear understanding of core principles and concepts.
• Guide and support team members when leadership responsibilities are present, including allocating tasks and coordinating resources.
• Act as an advisor within the technical area when operating as an individual contributor.
• Collaborate with other teams and business functions while contributing to the outcomes of operational activities.
• Escalate policy or procedure breaches through the appropriate channels and support the implementation of updated policies introduced for risk mitigation.
• Influence decisions within the area of expertise and ensure work aligns with relevant rules, regulations, and codes of conduct.
• Build understanding of how the sub-function connects with broader organisational processes, products, and services.
• Evaluate information carefully and resolve issues using technical experience and established precedents.
• Communicate complex information clearly, guide colleagues, and act as a point of contact for stakeholders beyond the immediate team.

Colleagues are expected to demonstrate the Barclays values of Respect, Integrity, Service, Excellence, and Stewardship. The Barclays mindset encourages employees to Empower, Challenge, and Drive in the way they work and collaborate.

In this role, you will help strengthen application stability and support operations by using modern tools and practices to monitor, troubleshoot, and optimise critical systems that support digital services.

Key Technical Experience

• Incident management and Tier 2 or Tier 3 support with SLA-based resolution
• Strong SQL skills for analysing data and identifying root causes
• Experience working with operating systems such as Linux, Unix, and Windows Server
• Use of ticketing and service management tools including ServiceNow and Jira

Additional Skills

• Application monitoring and observability tools such as AppDynamics, ITRS, or Observe
• Scripting or automation exposure using Python, Bash, or PowerShell
• Middleware or messaging systems including IBM MQ
• Certificate and security management including SSL, SSH, FTPS, SFTP, and HTTPS

Assessment may include evaluation of technical knowledge, risk and controls awareness, change and transformation capabilities, business understanding, strategic thinking, and other role-specific digital and technology skills.