Purpose of the Role
To effectively monitor and maintain the bank’s critical technology infrastructure and resolve more complex technical issues, while minimising disruption to operations.
Accountabilities
- Provide technical support for the service management function to resolve complex issues for specific clients.
- Develop the support model and service offering to improve the service offered to customers and stakeholders.
- Execute preventative maintenance tasks on hardware and software and utilize monitoring tools/metrics to identify, prevent and address potential issues, ensuring optimal performance.
- Maintain a knowledge base with detailed documentation of resolved cases for future reference, self‑service opportunities and knowledge sharing.
- Analyze system logs, error messages and user reports to identify the root causes of hardware, software and network issues, and provide resolutions by fixing or replacing faulty components, reinstalling software or applying configuration changes.
- Implement automation, monitoring enhancements, capacity management, resiliency, business continuity management, front‑office specific support and stakeholder management.
- Identify and remediate or raise potential service‑impacting risks and issues through the appropriate process.
- Proactively assess support activities and implement automations where appropriate to maintain stability and drive efficiency.
- Actively tune monitoring tools, thresholds and alerting to ensure issues are known when they occur.
Analyst Expectations
Meet the needs of stakeholders/customers through specialist advice and support, performing prescribed activities in a timely manner and to a high standard. Depending on the role, may lead and supervise a team, guiding and supporting professional development, allocating work and coordinating resources. 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: Listen, Energise, Align and Develop.
As an individual contributor, manage your workload, implement systems and processes within your work area and participate in broader projects. Execute work requirements identified in processes and procedures, collaborating with and impacting related teams. Check colleagues’ work to meet internal and stakeholder requirements. Provide specialist advice and support in your work area. Take ownership of managing risk, strengthening controls and delivering work in line with relevant rules, regulation and codes of conduct. Build relationships with stakeholders and customers to identify and address their needs.
All colleagues are expected to demonstrate the Barclays Values of Respect, Integrity, Service, Excellence and Stewardship, as well as the Barclays Mindset of Empower, Challenge and Drive.
Qualifications
- Good understanding of hardware platforms and IT infrastructure, including storage and SAN components, Unix and Wintel computing platforms, and networking systems.
- Experience in troubleshooting and repairing server‑level hardware issues, familiarity with change and incident‑related processes in technical support.
- Excellent communication skills, with the ability to collaborate effectively across teams.
- Certifications such as ITIL Foundation, CompTIA Server+ or other relevant qualifications are highly valued.
- Previous experience in a 24×7 shift operation and data centre environments.
- Additional experience in troubleshooting hardware and cabling issues and supporting software tools in similar infrastructure support roles.
- Key critical skills may be assessed, including risk and controls, change and transformation, business acumen, strategic thinking and digital and technology.
Location and Working Conditions
This is an on‑site role operating on a 24×7 shift rotation pattern. The successful candidate will be based in Gloucester (Barnett Way).
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