IT Application Support Engineer

- Mid Level

Remote - Whippany, NJ

Credit Intermediation and Related Activities

About the position

Barclays Services LLC seeks IT Application Support Engineer in Whippany, NJ (multiple positions available). The purpose of the role is to effectively monitor and maintain the bank's critical technology infrastructure and resolve more complex technical issues, whilst minimising disruption to operations.

Responsibilities

• Support applications for bank case management systems.
• Create, update, and maintain known error scenario documents.
• Contribute towards and maintain Standard Operating Procedures.
• Review test strategy, test cases and test results, and provide inputs from a RTB (Run the Bank) point of view.
• Contribute in OAT (Operational Acceptance Testing) and Resilience Testing, and define nonfunctional requirements for new projects.
• Provide early life support of new projects and hold E2E (End-to-End) ownership of all BTB (Build The Bank) / RTB (Run The Bank) changes hitting the production environment.
• Identify gaps in the existing alerting and monitoring followed by deep instrumentation to rationalize and reduce false alerts.
• Drive the continual service improvements across the Cards & Payment estate to help our customers achieve their ambitions.
• Identify the technical debt, issue, audit issues, TCSA (Technology Control Self-Assessment) and input them into ORAC (Operational Risk and Control).
• Implement self-healing to remove any manual intervention for incident recovery.
• Provision of technical support for the service management function to resolve more complex issues for a specific client of group of clients.
• 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.
• 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.

Requirements

• In-depth technical knowledge and experience in their assigned area of expertise.
• Thorough understanding of the underlying principles and concepts within the area of expertise.
• Ability to lead and supervise a team, guiding and supporting professional development.
• Demonstrated leadership behaviours to create an environment for colleagues to thrive.
• Ability to develop technical expertise in work area, acting as an advisor where appropriate.
• Experience in managing risk and strengthening controls in relation to the work.

Benefits

• Eligible for incentives pursuant to Barclays Employee Referral Program.
• May telecommute.