Connectivity Operations Technical Lead - Pune - Barclays
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Barclays is an international financial services provider engaged in personal banking, credit cards, corporate and investment banking and wealth management with an extensive presence in Europe, the Americas, Africa and Asia. Barclays’ purpose is to help people achieve their ambitions – in the right way.
With over 300 years of history and expertise in banking, Barclays operates in over 50 countries and employs approximately 140,000 people. Barclays moves, lends, invests and protects money for customers and clients worldwide.
At Barclays, we recruit based on merit and are committed to promoting diversity throughout our organization.
Infrastructure and Services (IS) is part of Operations and Technology. We are accountable for delivering resilient, secure infrastructure technology and services to customers, clients and colleagues.We build and deploy strategic infrastructure to the business; We are transforming our infrastructure, reducing complexity and optimising costs to drive global, sustainable and scalable solutions;We are focused on continued 'Go-To' Customer Availability, driving excellence in service resilience, change management and pro-active problem management
Overall purpose of role:
Connectivity Networks Lead (CNL) works as part of a global team who are collectively accountable for the availability and support for services offered by Core Networks. Works across multiple technical organizations – both internal and external, and technologies to identify trends in the production environments, make proactive recommendations for optimization, take lead role in driving technical incidents and problems and develop a strong relationship with customers to demonstrate value of service.
The CNL is responsible for managing workflow and providing technical SME (Subject Matter Expert) capability across a global shift in multiple locations. Responsible for handling transition activities involving Connectivity Operations, the CNL reports directly to Global Head of Connectivity. The CNL position is a technical role, requiring good knowledge of IT Infrastructure management and Network infrastructure.
Key Accountabilities and Skills required:
Responsibility for leading technical operational activities on a 24 x 7 basis, incorporating Event Management, Incident Management & Change Management.
Responsible for the operational delivery of IT services to the Barclays Group.
Drive consistent ‘best practice’ approach within and across shifts including:
Ensure effective Level 1 activities (system monitoring, alert handling, etc.)
Ensure effective Level 2 activities (incident diagnosis and resolution, etc.)
Ensure effective escalation of incidents or other issues.
High quality authorisation and implementation of change.
Responsible for the management of incidents, raised from events that could have major impact on Barclays Group services.
Act as a customer-facing point of contact for Operations in dealing with complex technical and business queries, complaints, etc.
Ensure full service availability following the resolution of incidents or the implementation of changes.
Ensuring compliance and adherence to the Change, Incident and Problem Management processes and supporting procedures.
Responsible for maintaining the operational integrity of the data centre IT production environment during incidents and involvement in the recovery activities for critical business systems.
Involvement in the coordination of resources across the technical community, including second and third line support teams, to ensure that focused technical investigations are carried out to protect, reinstate or improve service availability.
Stakeholder management and leadership.
Responsible for planning the aims, objectives and priorities for Network Operations Team.
Providing leadership to help people perform at their best, through motivating and developing them to achieve high performance
Ensuring that any staff experiencing performance difficulties are managed appropriately and working with the employee to identify measures that could be used to improve performance.
Recruiting and inducting new staff.
Decision making and problem solving.
Proactively identify improvements that can be made to systems or services and make appropriate recommendations based on sound rationale.
Identify and report repeat incidents and ensure that Problem Management colleagues are effectively engaged to follow up.
Responsible for producing and reviewing incident and error reports. Incept and co-ordinate service and process initiatives to reduce or mitigate service impact to our customers, this includes trend analysis.
Assist in the evaluation and take-on of new business.
Authorise and manage the implementation of infrastructure and application changes, small projects/releases and represent L1 Operations for large scale project and releases.
Assist in the production gateway to ensure all acceptance criterias are met.
Establish and manage partnerships with internal and external suppliers.
Proactive management of workflow and workload allocation across multiple technical disciplines.
Be able to effectively drive improvements internally around processes and tools and work with customers on understanding their environments and driving positive change and improvements within the Core Networks service offering
Incident handling (focusing on communication and escalation to support areas, including Service Recovery, and problem management liaison). Also provide a liaison point between Command & Control Operations and Business / support areas, including the co-ordination and hosting of client visits.
Risk and Control: All Barclays colleagues have to ensure that all activities and duties are carried out in full compliance with regulatory requirements, Enterprise Wide Risk Management Framework and internal Barclays Policies and Policy Standards
Your Skills and Qualifications will include
Strong knowledge on industry best practices in IT around Change, Problem and Incident Management.
Customer service and liaison skills between Command and Control operations and multiple technical / business support areas and customers.
Strong interpersonal skills.
Full understanding of the Run and Recover processes.
Ability to co-ordinate incident resolution when dealing with multiple support areas and / or suppliers.
Technical SME in Network area with experience in IP routing and switching, firewalls, wireless, MPLS switching, server load balancing, proxy, IPAM, DNS and DHCP technologies.
Excellent written and oral communication skills.
Team management skills and experience.
Business and commercial awareness of all Techology managed Barclays Group services
History of exposure to business and support areas.
Flexibility with working hours to meet the demands of the job, i.e. attend on site at peak times or in the event of serious incidents, sometimes at short notice.
Formal accreditation e.g. ITIL Green Badge, Kepner-Tregoe accreditation in problem solving and decision making.
Our customers deserve the best. The same goes for our employees. That's why at Barclays you'll receive a range of benefits that include a competitive salary and all the tools, technology and support you need to succeed.
Everything we do is shaped by the five values of Respect, Integrity, Service, Excellence and Stewardship. The values inform the foundations of our relationships with customers and clients, but they also shape how we measure and reward the performance of our employees. Simply put, success is not just about what you achieve, but about how you achieve it.
Dynamic working gives everyone at Barclays the opportunity to integrate professional and personal lives, if you have a need for flexibility then please discuss this with the hiring manager.
Barclays is an equal opportunity employer and are opposed to discrimination on any grounds.
For more detailed information, please visit our dedicated Diversity and Inclusion site