Application Support Analyst AVP

RiseMe; Jefferson Park (NJ); On-site; USD 166,000 - 170,000; Full time

Job summary

Barclays Services LLC in Whippany, NJ seeks an Application Support Analyst AVP to manage fraud applications and own end-to-end service management for US Consumer Bank. You will partner with the Production Service Manager to deliver ITIL-aligned practices, incident handling, and permanent fixes.

The role requires strong ITIL knowledge, SQL proficiency, and experience in designing BCM/DR and resilient production environments.

Qualifications

• Strong knowledge of ITIL-based service management including incident, problem, change, and configuration management.
• Experience with SQL for complex queries and performance tuning.
• Ability to design regulated environments for BCM/DR and operational resilience.

Responsibilities

• Manage fraud applications within US Consumer Bank and own service levels and support for assigned services.
• Partner with Production Service Manager for End to End Service Management including ITIL practices.
• Perform major incident management, root cause analysis, and post incident reviews (PIRs).
• Design regulated environments to ensure Business Continuity Management and Disaster Recovery strategies.
• Apply ITIL practices including incident, problem, change, configuration and service level management.
• Develop complex joins, inserts, and updates; optimize SQL queries in large production environments.
• Perform application monitoring and observability with metrics, logs, and tracing.
• Attend Design Authority Meetings and enforce readiness criteria on changes.
• Review and approve Operational Acceptance Testing plans and provide early life support for projects.
• Own end-to-end support of BTB and RTB changes hitting production.
• Educate and upskill other technology operations teams.
• Drive automation of manual and risky activities and improve alerting.

Skills

ITIL knowledge

SQL proficiency

Incident management

Monitoring/Observability

Automation

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 of 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.

Assistant Vice President Expectations

• To advise and influence decision making, contribute to policy development and take responsibility for operational effectiveness. Collaborate closely with other functions/ business divisions.
• Lead a team performing complex tasks, using well developed professional knowledge and skills to deliver on work that impacts the whole business function. Set objectives and coach employees in pursuit of those objectives, appraisal of performance relative to objectives and determination of reward outcomes
• If the position has leadership responsibilities, People Leaders are expected to demonstrate a clear set of leadership behaviours to create an environment for colleagues to thrive and deliver to a consistently excellent standard. The four LEAD behaviours are: L – Listen and be authentic, E – Energise and inspire, A – Align across the enterprise, D – Develop others.
• OR for an individual contributor, they will lead collaborative assignments and guide team members through structured assignments, identify the need for the inclusion of other areas of specialisation to complete assignments. They will identify new directions for assignments and/ or projects, identifying a combination of cross functional methodologies or practices to meet required outcomes.
• Consult on complex issues; providing advice to People Leaders to support the resolution of escalated issues.
• Identify ways to mitigate risk and developing new policies/procedures in support of the control and governance agenda.
• Take ownership for managing risk and strengthening controls in relation to the work done.
• Perform work that is closely related to that of other areas, which requires understanding of how areas coordinate and contribute to the achievement of the objectives of the organisation sub-function.
• Collaborate with other areas of work, for business aligned support areas to keep up to speed with business activity and the business strategy.
• Engage in complex analysis of data from multiple sources of information, internal and external sources such as procedures and practises (in other areas, teams, companies, etc).to solve problems creatively and effectively.
• Communicate complex information. 'Complex' information could include sensitive information or information that is difficult to communicate because of its content or its audience.
• Influence or convince stakeholders to achieve outcomes.

All colleagues will be expected to demonstrate the Barclays Values of Respect, Integrity, Service, Excellence and Stewardship – our moral compass, helping us do what we believe is right. They will also be expected to demonstrate the Barclays Mindset – to Empower, Challenge and Drive – the operating manual for how we behave.

What will you be doing?

Barclays Services LLC seeks Application Support Analyst AVP in Whippany, NJ (multiple positions available):

• Responsible for managing fraud applications within US Consumer Bank and own both service level management as well as support for assigned services within their domain.
• Partner with PSM (Production Service Manager) for End to End Service Management comprising of Technology Audits, Resilience Management, Configuration Management, and other ITIL practices for the organization.
• Perform major incident management, root cause analysis, and post incident reviews (PIRs) with a focus on permanent fixes.
• Design regulated environments to ensure Business Continuity Management (BCM), Disaster Recovery (DR) strategies, and operational resilience.
• Apply strong knowledge of ITIL based service management, including incident, problem, change, configuration, and service level management.
• Develop complex joins, inserts, and updates; conducting execution plan analysis, performance tuning, and optimization of complex queries in large scale production environments using SQL.
• Perform application monitoring and observability, including metrics, logs, and distributed tracing
• Attend Design Authority Meetings and enforce minimum acceptance and key readiness criteria on all project changes (new features and enhancements).
• Review test strategy, test cases, and test results and provide inputs from a Run the Bank (RtB) point of view.
• Review and approve Operational Acceptance Testing Plan (and execute wherever possible) and provide early life support of new projects.
• Own end to end application support of all Build the Bank (BTB) and Run the Bank (RTB) changes hitting the production environment.
• Educate and upskill other technology operations teams (L1/L2).
• Drive automation of all manual and risky activities such as SoD, EoD, and post-release live proving.
• Identify gaps in existing alerting and monitoring followed by deep instrumentation to rationalize and reduce false alerts.

Salary / Rate Minimum/yr: $165,672 per year

Salary / Rate Maximum/yr: $170,000 per year

The minimum and maximum salary/rate information above includes only base salary or base hourly rate. It does not include any other type of compensation or benefits that may be available.

Barclays employees are eligible for a suite of a competitive and generous employee benefits, including medical, dental and vision coverage, 401(k), life insurance, and other paid leave for qualifying circumstances.

This position is eligible for an incentive award.