Barclays Jobs Near Me – Support Engineer

About the job

Global Contact Centres – L2 Support Engineer

As a Barclays L2 Support Engineer, you will ensure the smooth running of the contact centre services by working as tech Subject Matter Expert along with leading the team. You will also take full responsibility to ensure that contact centre services are stable and maintained at their most effective level to facilitate customer demand. You will work as a lead by effectively managing the team’s governance and performance.

Barclays is one of the world’s largest and most respected financial institutions, with 329 years of success, quality and innovation behind us. We offer careers that provide endless opportunity – helping millions of individuals and businesses thrive, and creating financial and digital solutions that the world now takes for granted.

Working Flexibly

We’re committed to providing a supportive and inclusive culture and environment for you to work in. This environment recognises and supports ways to balance your personal needs, alongside the professional needs of our business. Providing the opportunity for all our employees, globally to work flexibly empowers each of us to work in a way that suits our lives as well as enabling us to better service our customers’ and clients’ needs. Whether you have family commitments or you’re a carer, or whether you need study time or wish to pursue personal interests, our approach to working flexibly is designed to help you balance your life, If you would like some flexibility, then please discuss this with the hiring manager, and your request will be reviewed subject to business needs.

Hybrid Working

We are currently in the early stages of implementing a hybrid working environment, which means that many colleagues spend part of their working hours at home and part in the office, depending on the nature of the role they are in. We’re flexible on how this works and it may continue to change and evolve. Depending on your team, typically this means that colleagues spend a minimum of between 20% to 60% of their time in the office, which could be over a week, a month or a quarter. However, some colleagues may choose to spend more time in the office over a typical period than their role type requires. We also have a flexible working process where, subject to business needs, all colleagues globally are able to request work patterns to reflect their personal circumstances. Please discuss the detail of the working pattern options for the role with the hiring manager.

What will you be doing?

• Planning, coordinating, and supervising all activities related to the operations of the Banks production applications related to a specific product area
• Performing the following subset of ITIL aligned functions; Incident Management, Problem Management, Change Management
• Managing client expectations and proactively demanding while maintaining good client relationships
• Training, developing and mentoring staff to ensure full development of their potential
• Taking ownership of the overall Problem Backlog and the development of a Release Strategy to deliver Service Improvements
• Contributing to service improvement plans for products within scope
• Ensuring the Service Introduction process is carried out for all new services
• Leading the investigation into root cause analysis of major incidents to minimize their impact on the business operations

What We’re Looking For

• Experience with people management to lead the team for higher achievements
• Deep knowledgeof the internal and external environment related to own IT product area
• Prior exposure to leading teams in 24*7 critical production environment
• Hands-on troubleshooting experience on AWS solutions, Contact Centre solutions

Skills That Will Help You In The Role

• Experience with with ISD designers, Project Service Architects and Architecture, Governance & Standards
• Knowledge of AWS Cloud, Shell script, Python, Wily, Splunk, AppDynamics, ESaaS, Service First, ELK, Confluence and JIRA
• Thorough knowledge of Service Management process and procedures and can debate where appropriate to senior and heads of business
• ITIL v3 Foundation qualified

Where will you be working?

You will be based in Radbroke, Knutsford. The Barclays Technology Campus just outside Manchester is our tech command centre and a vital strategic powerhouse behind our global operations. The campus is set in a 64 acre self-contained site, in a beautiful green environment and it offers unrivalled facilities for work and for play. We have an onsite gym, as well as outdoor tennis, football and cricket areas, as well as onsite restaurant and coffee shops.

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