Application Support Analyst

1203 Barclays Global Serv. Cent; Pune District; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

1203 Barclays Global Serv. Cent is hiring for a technical support role focusing on monitoring and maintaining critical technology infrastructure. The ideal candidate has over 7 years of L2/L3 Application Support experience and is ITIL certified. Responsibilities include resolving complex issues, executing maintenance tasks, and analyzing system logs to enhance service quality.

The position requires proficiency with SQL, Unix/Linux environments, and various monitoring tools. A thorough understanding of AWS and web technologies is also highly valued.

Qualifications

• Minimum 7 years of L2/L3 Application Support experience.
• Proficiency with monitoring tools such as ITRS, AppDynamics, Splunk, and Dynatrace.
• Ability to support Singapore business hours with rotational on-call availability.
• Experience documenting configurations, processes, and best practices.

Responsibilities

• Provide technical support for service management function.
• Develop support model to improve service to customers.
• Execute preventative maintenance tasks.
• Analyze system logs to identify root causes.
• Identify service-impacting risks and issues.

Skills

L2/L3 Application Support experience

ITIL v3 or above foundation certification

SQL for Oracle or MS SQL

Unix/Linux environment management

AWS and API-based applications

Monitoring tools proficiency

Deployment tools understanding

Analytical skills

Effective troubleshooting ability

Excellent communication skills

Job description

Job Description Purpose

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

Accountabilities

• Provide technical support for the service management function to resolve complex issues for a specific client or group of clients.
• Develop the support model and service offering to improve 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, ensuring optimal performance.
• Maintain a knowledge base with detailed documentation of resolved cases for future reference, self‑service opportunities, and knowledge sharing.
• Analyze system logs, error messages, and user reports to identify root causes of hardware, software, and network issues, providing resolution by fixing, replacing, reinstalling, or configuring components.
• Perform automation, monitoring enhancements, capacity management, resiliency, business continuity management, front‑office specific support, and stakeholder management.
• Identify and remediate or raise potential service‑impacting risks and issues.
• Proactively assess support activities and implement automations where appropriate to maintain stability and drive efficiency.
• Tune monitoring tools, thresholds, and alerting to ensure issues are known when they occur.

Analyst Expectations

• Perform prescribed activities in a timely manner and to a high standard, consistently driving continuous improvement.
• Apply in‑depth technical knowledge and experience in the assigned area of expertise.
• Lead and supervise a team or develop as an individual contributor, supporting professional development, allocating work, and coordinating resources.
• Demonstrate Barclays values of Respect, Integrity, Service, Excellence, and Stewardship, and the Barclays Mindset of Empower, Challenge, and Drive.
• Take responsibility for risk management, strengthening controls, embedding new policies, and ensuring compliance with relevant rules, regulations, and codes of conduct.
• Communicate complex or sensitive information clearly and act as a contact point for stakeholders within and outside the function.
• Document configurations, processes, and best practices to support the team.

Qualifications and Skills

• Minimum 7 years of L2/L3 Application Support experience.
• ITIL v3 or above foundation certification.
• Experience writing queries in SQL for Oracle or MS SQL.
• Experience managing a Unix/Linux based environment and hosted applications, including server configurations, log management, and shell scripting.
• Hands‑on experience with AWS and API‑based applications.
• Proficiency with monitoring tools such as ITRS, AppDynamics, Splunk, and Dynatrace.
• Basic understanding of deployment tools like Jenkins, Chef, GitLab, and other automation tools.
• Strong analytical skills and effective troubleshooting ability for production issues.
• Ability to support Singapore business hours with rotational on‑call availability.
• Capacity to work at pace, under pressure, while maintaining quality.
• Excellent communication skills for cross‑functional teams and stakeholders.
• Experience documenting configurations, processes, and best practices.
• Highly valued: web technologies support, multi‑tier applications, MVC architecture, web services, large‑scale banking domain experience, and previous second‑line support.
• Ability to work independently and demonstrate initiative.