Application Support L2 Technical Lead

Overall purpose of role

Supporting the Regional Compliance Run the Bank (RTB) Leads and the Global Head of Compliance RTB, this role is responsible for the continual support and maintenance of the technology Applications used by the Compliance Business. This includes working as part of a global team with matrix management responsibilities for a team supporting a key subset of Applications, including reducing risk, maintaining service against KPI’s and KRI’s and delivery of new features and releases as defined by our Build the Bank (BTB) colleagues.

The role will include developing and managing RTB engagement with Development teams, incident/change management, and forward planning releases with the various BTB colleagues. It is expected this role will work to mature & build the RTB Governance Framework for aligned services, will develop an intimate understanding of regional Service Manager Requirements, risks and goals, and will track and implement long term objectives and team strategies to meet these RTB drivers.

The support role requires working with a range of Barclays Investment Banking and Wealth services for Compliance suite of applications. This role requires excellent handling/resolution of various technical issues for global Compliance applications during regional hours, working with Level 1 and Level 2 support teams based in global locations. The individual will work alongside other L2 support analysts to support a wider range for services within the Compliance technology portfolio. Knowledge management, sharing and retention will be a key function of the role, and of the entire L2 team. The individual will be expected to engage with our Infrastructure Risk & Control and Service Management teams to ensure a consistent delivery of key initiatives across the estate such as BICEP and Technical Debt remediation.

Key Accountabilities

Establish controls processes & procedures to ensure that the global RTB team is performing consistently against all common L1 and L2 tasks. Provide analysis, recommendations and create workshops/working groups to ensure that team exceeds recommendations
Perform regular reviews of Incident tickets to ensure Group standards are being met; provide management reporting on trending, analysis and closure reasons
Act as a point of escalation for significant technology issues in the estate, including attending MIH calls and escalation with senior GTIS management to drive & deliver solutions for the team; ownership of long term risks and issues across the estate through to resolution
Work closely with the global support team (Pune/Radbroke/London/New York) to ensure best utilisation of resources and allocation of BAU work

Carry out Incident Management activities according to the process, procedures, and work instructions. Incident Resolution Coordination with 3rd parties - managing conf calls/MIHs
Ensure incidents and requests are handled according to agreed procedures and ensure that documentation of the supported components is available
Resolve issues and suggest innovative and tactical solutions providing detailed documentation explaining these recommendations
Identify and resolve problems, working closely with the necessary stakeholders (technology/business)

What we’re looking for:Non-Technical

Bachelor’s Degree.
Experience working within a support function & ITIL Environment.
Experience of Financial Services and Banking, with core knowledge of either Retail or Investment banking.
Experience working as part of a project delivery team in either a Waterfall or Agile SDLC (Software Delivery Lifecycle) model.
Working experience of Compliance and Anti-Financial Crime within the regulated sector, or an equivalent support function. Direct experience of working in either Compliance or Anti-Financial Crime areas offers a distinct advantage for the role
Can engage & debate with senior heads of relevant business area / technology offices
Provide input to training plans and develop training materials for RTB led training. Work with BTB contacts to develop deeper training sessions for BTB led training. Identify where there are technology gaps that may need to be addressed through in house technology training opportunities or external providers, if necessary
Receive requirements from the Service Manager for the Service Management Improvement initiative. Take full responsibility for ensuring adherence to the RTB KPIs, adapt procedures as appropriate, implement personal performance metrics to demonstrate adherence of team members to the procedures, perform spot checks on quality of data for each discipline
Has an excellent investigative and analytical skill, able to quickly identify the core issues in order to improve and fix services and processes. Is able to assess risks and impacts and make logic based decisions within own scope, to apply changes and improvements to services, processes and the prioritization of application support team.
Must be able to communicate clearly, through multiple mediums (written, spoken, email, telephone, face to face, conference calls, video conferencing), be able to function effectively in person and on conference calls
Has worked on one more client facing projects involving multiple stakeholders and exposure to working with multiple teams


Knowledge of working on UNIX environment with exposure to one or more well-known UNIX flavours such as IBM AIX, HP-UX, Sun Solaris and/or Linux.
Experience of working with a Windows based operating system.
Experience of working with databases such as Oracle or MS-SQL including fine tuning SQL queries, advanced investigation skills for performance issues and database profiling.
Experience of job scheduling, batch jobs etc and has exposure to one or more of scheduling tools.
Experience working under a DevOps model, with hands-on experience operating and developing various automation tools such as Nolio or Chef.

Skills that will help you in the role:

ITIL certified
Site Reliability Engineering
3 years’ working experience of Compliance and Anti-Financial Crime within the regulated sector, or an equivalent support function.
Is aware of one or more Oracle related utilities such as SQLPLUS, sqlldr, utl_file and has exposure to working to different DB client tools such as TOAD.
Is aware of Performance tuning concepts such as explain plan, query optimization, table scans etc.
Exposure to Data Mining and Big Data Analytical tools, such as Hadoop, is favourable
Keeps abreast of industry trends and marketplace experiences
Project Management experience; specifically, under the Agile methodology is favourable

Informace o pozici

Na Pankráci 1683/127, Praha – Nusle
Required education: Bachelor's
Required languages: English (Advanced)
Benefits: Bonuses, Flexible start/end of working hours, Meal tickets / catering allowance, Holidays 5 weeks, Sick days, Occasional work from home, Foreign business trips
Listed in: Banking industry and financial services, IS/IT: Application and system development
Employment form
Employment form: Full-time work
Contract duration
Contract duration: Permanent
Employment contract
Employment contract: employment contract
Employer type: Employer