Application Support - Service Engineer

Purpose of the role: To effectively monitor and maintain the bank's critical technology infrastructure and resolve more complex technical issues, whilst minimising disruption to operations.

• 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.
• Execution of preventative maintenance tasks on hardware and software and utilisation of monitoring tools/metrics to identify, prevent and address potential issues and ensure optimal performance.
• Maintenance of a knowledge base containing detailed documentation of resolved cases for future reference, self service opportunities and knowledge sharing.
• Analysis of system logs, error messages and user reports to identify the root causes of hardware, software and network issues, and providing a resolution to these issues by fixing or replacing faulty hardware components, reinstalling software, or applying configuration changes.
• Automation, monitoring enhancements, capacity management, resiliency, business continuity management, front office specific support and stakeholder management.
• Identification and remediation or raising, through appropriate process, of 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.

• 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.
• For a leader: demonstrate the four LEAD behaviours - Listen and be authentic, Energise and inspire, Align across the enterprise, Develop others.
• For an individual contributor: develop technical expertise, act as an advisor where appropriate, and influence decision making within the area of expertise.
• Take responsibility for end results of a team's operational processing and activities, escalated breaches of policies appropriately, embed new policies/procedures adopted due to risk mitigation, and strengthen controls.
• Demonstrate understanding of how own sub function integrates with the function and with the organisation's products, services and processes.
• Make evaluative judgements based on factual information, resolve problems through technical experience, and communicate complex/sensitive information to stakeholders.
• Act as a contact point for stakeholders outside the immediate function, building a network of contacts.
• Demonstrate the Barclays Values of Respect, Integrity, Service, Excellence and Stewardship, and the Barclays Mindset - Empower, Challenge and Drive.

Application Support Engineer at Barclays, where you will play a key role in ensuring the stability, availability, and performance of critical business applications. The role involves monitoring and supporting business critical applications, investigating and resolving production incidents in line with ITIL processes, and working with engineering teams to improve application reliability, performance and operational resilience. You will also leverage monitoring and observability tools to proactively identify issues and minimise service disruption.

• Strong AWS knowledge from an application support and operational support perspective, including troubleshooting cloud based applications and services.
• Experience working with MS SQL, including query analysis, troubleshooting, and supporting database driven applications.
• Strong Unix/Linux administration and troubleshooting skills within production environments.

• Experience supporting APIs and understanding application integration concepts.
• Exposure to CI/CD processes and tools such as GitLab pipelines, with an understanding of release and deployment practices.
• Experience using monitoring and automation tools such as Kibana, AppDynamics and other observability platforms to support service performance and operational excellence.

• Assessment may focus on key critical skills relevant for success in the role such as risk and controls, change and transformation, business acumen, strategic thinking, digital and technology capabilities, and job specific technical skills.

Knutsford.