Job Description

What will you be doing?

1. Delivery of application support functions incorporating the ownership, analysis and resolution of Service Incidents and problems. Participate in additional activities related to the applications under support such as Business Continuity Testing , Change Management
2. The role holder must ensure Fusion is fully supported and meets the SLA requirements. Manage & deliver 1st/2nd line applications support whether direct, sourced internally or 3rd party hosted
3. Work with the wider CSO organisation to ensure adaptation of services meet the changing needs of the business, with identification of and implementation of continual improvements to the service through, for example, incident root cause analysis, trend analysis and procedure reviews
4. Work with Application Support Analysts, DevOps team, the Feature teams, Major Incident Handling and other internal and external parties to support and adapt to the evolving needs of the CSO.
5. Maintain system availability to SLA, analyse and resolve application/system related operational issues via formal communications and procedures.
6. Maintain all formal controls, documents and records to auditable levels and in compliance with current Barclays Technology standards. Identify service enhancements and help drive service improvement initiatives to deliver programs as well as provide 24x7 support as part of shift and on-call rotas.
7. Develop and manage stakeholder/user relationships and communications
8. Ensure that continuous service improvement is embedded in the RTB team.
9. Manage the work load of the RTB team and ensure that the client expectation is met.
10. Ensure that the team has the correct coverage to meet the client demand.
11. Participate in the process of integrating and releasing new application/software functionality into ‘business-as-usual’
12. Drive the process adoption through the RTB team and ensure that roles and responsibilities are clear.