Banking and Payments Application Support Analyst

1203 Barclays Global Serv. Cent; Pune District; On-site; INR 1,500,000 - 2,500,000; Full time

Job summary

1203 Barclays Global Serv. Cent in Pune seeks an experienced L2/L3 Application Support specialist to monitor and resolve complex production issues while ensuring system stability and minimal downtime for critical services.

You will work in a fast-paced banking technology environment, develop proactive maintenance plans, and collaborate with cross-functional teams. The role involves on‑call rotations to support Singapore and UK business hours.

Qualifications

• 7 years of L2/L3 Application Support experience.
• ITIL v3 or above foundation certification.
• Experience writing queries in SQL for Oracle and MS SQL.
• Experience managing a Unix/Linux based environment and hosted applications.
• Familiarity with server configurations, log management and shell scripting.
• Hands‑on experience with AWS and API‑based applications.
• Experience with monitoring tools such as ITRS, AppDynamics, Splunk, Dynatrace.
• Basic understanding of Jenkins, Chef, GitLab and other deployment tools.
• Strong analytical skills and effective troubleshooting ability for production issues.
• Ability to work at pace, under pressure while maintaining quality.
• Strong communication skills; ability to collaborate with cross‑functional teams and stakeholders.
• Documentation of configurations, processes and best practices for the team.
• Valued experience in WEB technologies, support for multi‑tier applications, MVC architecture, Web Services.
• Experience in large‑scale blue‑chip organisations (e.g., Barclays) and banking domain is preferred.
• Previous second‑line support experience.

Responsibilities

• 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 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 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.

Skills

L2/L3 Application Support

ITIL Certification

SQL Queries

Unix/Linux

AWS

API-based Applications

Monitoring Tools

Analytical Skills

Communication

Documentation

Web Technologies

Banking Domain

Second-line Support

Education

Bachelor’s degree or equivalent

Tools

Jenkins

Chef

GitLab

AppDynamics

Splunk

Dynatrace

ITRS

Job description

Job Description: 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.

Accountabilities

• 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 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.

Analyst Expectations

• Perform prescribed activities in a timely manner and to a high standard, consistently driving continuous improvement.
• Demonstrate in‑depth technical knowledge and experience in the assigned area of expertise.
• Lead and supervise a team, guiding and supporting professional development, allocating work requirements and coordinating team resources.
• Apply the Barclays values of Respect, Integrity, Service, Excellence and Stewardship, and the Barclays mindset of Empower, Challenge and Drive.
• Take responsibility for end results of a team’s operational processing and activities; advise and influence decision‑making within the area of expertise.
• Identify, assess and mitigate risk, strengthening controls and embedding new policies and procedures as required.
• Communicate complex and sensitive information effectively, acting as a contact point for stakeholders outside the immediate function.

Qualifications & Technical Skills

• 7 years of L2/L3 Application Support experience.
• ITIL v3 or above foundation certification.
• Experience writing queries in SQL for Oracle and MS SQL.
• Experience managing a Unix/Linux based environment and hosted applications.
• Familiarity with server configurations, log management and shell scripting.
• Hands‑on experience with AWS and API‑based applications.
• Experience with monitoring tools such as ITRS, AppDynamics, Splunk, Dynatrace.
• Basic understanding of Jenkins, Chef, GitLab and other deployment tools.
• Strong analytical skills and effective troubleshooting ability for production issues.
• Ability to work at pace, under pressure while maintaining quality.
• Strong communication skills; ability to collaborate with cross‑functional teams and stakeholders.
• Documentation of configurations, processes and best practices for the team.
• Valued experience in WEB technologies, support for multi‑tier applications, MVC architecture, Web Services.
• Experience in large‑scale blue‑chip organisations (e.g., Barclays) and banking domain is preferred.
• Previous second‑line support experience.

Work Arrangement

The role is based out of Pune and requires rotational on‑call availability to support Singapore and UK business hours.