IT & Software

Application Support Analyst

Barclays

Knutsford · Cheshire · United Kingdom

Overview

As an Application Support Analyst, you will monitor and maintain critical technology infrastructure, resolving complex issues with minimal disruption. You work within the service management context to enhance support for clients, while building a robust knowledge base and driving proactive improvements. You will analyze systems, address root causes, and implement automation and monitoring enhancements to sustain stability. This role offers breadth across incident response, risk controls, and collaboration with cross-functional teams to support the bank’s technology-operational goals.

Responsibilities
  • Provide technical support for the service management function to resolve complex client issues
  • Develop and improve the support model and service offering for customers and stakeholders
  • Perform preventative maintenance on hardware/software and use monitoring tools to ensure optimal performance
  • Maintain a knowledge base with documented resolutions for future reference and self-service
  • Analyze system logs/errors to identify root causes and resolve hardware/software/network issues
  • Implement automation, monitoring enhancements, capacity management, resiliency and business continuity activities
  • Identify and remediate or escalate potential service-impacting risks and issues
  • Tune monitoring tools, thresholds and alerts to improve issue detection
  • Collaborate with stakeholders and partner functions to deliver reliable IT services
Key requirements
  • Cobol, Abend-aid, DB2 database fact finding and basic JCL skills
  • ITIL concepts and best practices
  • Experience with Service Management Tool - Service First / SNOW for incident, problem and change management
  • Out of hours support on a rota basis
  • Knowledge of mainframe batch monitoring tools (TWS) and IMS exposure beneficial
  • Strong verbal and written communication skills for diverse audiences
  • Ability to communicate with both technical and non-technical users
  • Strong communication (verbal and written)
  • Stakeholder management
  • Problem-solving and analytical thinking
  • Cobol
  • Abend-aid
  • DB2

Reference: WJ-747_30158161

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