Service Operations Manager

Barclays

  • Pune, Maharashtra
  • Permanent
  • Part-time
  • 22 days ago
Job Title: Service Operations Manager Location: Pune About Barclays Barclays is a British universal bank. We are diversified by business, by different types of customers and clients, and by geography. Our businesses include consumer banking and payments operations around the world, as well as a top-tier, full service, global corporate and investment bank, all of which are supported by our service company which provides technology, operations and functional services across the Group. Risk and Control Objective Take ownership for managing risk and strengthening controls in relation to the work you do. 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 Structured Hybrid Role At Barclays, we offer a hybrid working experience that blends the positives of working alongside colleagues at our onsite locations, together with working from home. We have a structured approach where colleagues work at an onsite location on fixed, 'anchor', days of the week, for a minimum of two days a week or more, as set by the business area (or nearest equivalent if working part-time hours). Please discuss the working pattern requirements for the role you are applying for with the hiring manager. Please note that as we continue to embed our hybrid working environment, we remain in a test and learn phase, which means that working arrangements may be subject to change on reasonable notice to ensure we meet the needs of our business. Introduction ' As a member of the team, provide 24x7 global technical support activities for the Bank's Security Technologies and Service Continuity, on a rotational shift basis. ' Ensure support issues, incidents and problems are managed in a timely and efficient manner ' Coordination with various support, business and development teams in ensuring requirements are scoped correctly for the continuous improvement plan ' Implementation of change, release and production support approvals. ' Customer-focused on strong service delivery ' To do support and troubleshooting issues in database, security tool and analysis ' To coordinate security related activities such as scheduled maintenance, upgrade, performance tuning and trouble shooting ' Decision Making- Participate and contribute in MIH where individual need to apply his technical skills and take decision. ' String Communication Skills - role demands to interact with various key stake holders and senior management for escalations, candidate should strong in verbal and written communication What will you be doing Key accountabilities of this role will be aligned but not limited to: Key specific accountabilities: ' Incident, Problem and Change management ' Flexible to work in 24*5 shifts role and on-call when required over weekend ' Ensuring issues are managed within agreed SLA/SLT ' Manage email, Hotline queries and ticketing systems ' Support and management of system outages via the published major incident management process ' Perform post-release start-of-day checks as appropriate ' Liaison across business and users to resolve users support issues ' Efficient implementation of identity management privileged access provisioning ' Perform trending & root cause analysis of issues (management information) ' Compliance to audit, regulatory and CSO Standards requirements - risk aware and focused ' Knowledge base maintenance ' System stability monitoring ' Application & server restarts ' Support of system outages, fixes and enhancements ' Problem escalation and ownership to resolution from customers ' Change and Release Management ' Process and Procedure knowledge base maintenance ' Be Shift Leads backup during his/her absence ' Approve CR's with due diligence ' Work closely with SME's/L3 team on recurring/trend issues ' On Job Trainings for new joiners in team ' Analyse automation failures, identify root cause of failure and work with L3, Integration and application owners ' Attend Major Incident Management calls related to outages and complex technical issues needing interaction with multiple teams. Represent support team on such calls and articulate support team position in an effective manner ' Attend conference calls opened by applications, IT Service desk for complex technical issues. Understand the urgency, priority and gravity of the situation and accordingly maintain two way communication. ' Should be able to take decisions during major incidents, outages on matters related to service degradation and managing communications to impacted stakeholders. Be able to supplement with a rationale for decisions taken. Technical Skills Mandate to Have ' Operating systems - Strong Unix and Linux Administration, Windows servers troubleshooting ' Clear understanding of Networking concepts ' Technical Manager for Major Issue management Added Advantage RSA SecurID Authentication Service Now ticketing tool SPLUNK Troubleshooting. CyberArk Knowledge Pretty Good Privacy (PGP)/ Secure Email gateway Tenable (Nessus) Experience with Microsoft suite of products SQL Database Management Systems, Web Servers AWS Administration knowledge What We're Looking For Strong Technical knowledge Effective Communication skills Strong Stakeholder Management Business understanding -Investment bank Risk and control governance Skills That Will Help You In The Role Strong Technical Skills Problem Solving Analytical skills Good understanding of Controls Conflict Management Where will you be working Pune Be More at Barclays At Barclays, each day is about being more - as a professional, and as a person. 'Be More @ Barclays' represents our core promise to all current and future employees. It's the characteristic that we want to be associated with as an employer, and at the heart of every employee experience. We empower our colleagues to Be More Globally Connected, working on international projects that improve the way millions of customers handle their finances. Be More Inspired by working alongside the most talented people in the industry, and delivering imaginative new solutions that are redefining the future of finance. Be More Impactful by having the opportunity to work on cutting-edge projects, and Be More Valued for who you are. Interested and want to know more about Barclays Visit home.barclays/who-we-are/ for more details. Purpose, Values and Mindset We deploy finance responsibly to support people and businesses, acting with empathy and integrity, championing innovation and sustainability, for the common good and the long term. Our values underpin everything we do: Respect, Integrity, Service, Excellence and Stewardship. Respect We harness the power of diversity and inclusion in our business, trust those we work with, and value everyone's contribution. Integrity We operate with honesty, transparency and fairness in all we do. Service We act with empathy and humility, putting the people and businesses we serve at the centre of what we do. Excellence We champion innovation, and use our energy, expertise and resources to make a positive difference. Stewardship We prize sustainability, and are passionate about leaving things better than we found them. Our Mindset shapes how we take action, living by our Values, driven by our Purpose, always with our customers and clients at the heart of what we do; our Mindset is to Empower, Challenge and Drive. Empower Trust and support each other to deliver. Make decisions with those closest to the topic. Include diverse perspectives. Celebrate success and learn from failure. Challenge Question whether things can be done better. Use insights based on data to inform decisions. Be curious about how we can adapt and improve. Speak up and be open to alternative viewpoints. Drive Focus on outcomes. Deliver with pace. Be passionate and ambitious about what we do. Take personal responsibility. Actively build collaborative relationships to get things done.

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