JOB DESCRIPTION

Introduction:

The vacancy is for a Technical Infrastructure Specialist providing live systems support to the Barclays Messaging environment. The Role Holder must have the ability to own and resolve incidents End-to-End and work closely with other Technical Areas e.g. Desktop, Email, etc.

What will you be doing?

Production Support
Systems Management - Responsible for Operational Systems Management & Preventative Maintenance – to include proactive monitoring, system checks, SOD Reports, house-keeping and scheduled maintenance activities. 

Incident Management – provide 24 x 7 (rota) 2nd Line Specialist support for all core and non-core messaging technologies.

Estate Management – work on DCR Test to support the BCM Team, assist Platform team on booking servers for Quarterly patching & pre-post checks, Capacity Management
Request Management – Responsible for handling the Request for fulfilment of the new asks.

Escalation management – provide full support and best service in event of any service or operational escalation. This would include the ability to problem solve, by reviewing incidents raised, making innovative recommendations, analysing the full end to end issue ensuring that recommendations made will resolve incidents with no additional impact to service

Change Management – Assess, plan, test and implement BAU change into Production environment, adhering to bank’s governance and control procedures.

Innovation – a key requirement for this role is to continually keep appraised of Infrastructure and Application enhancements in order to have the ability to continually be reviewing innovative solutions and service improvements as part of the role

Communication – with any incident raised or escalation to service the role holder must have the ability to communicate at all levels. This would include Client, Line Management and Peer interpersonal skills to either verbally communicate direction and changes required as part of the role, and to follow this up by the production of clear communication to the Client, or process changes/enhancements to line management and peers.

Documentation Management & Administration
Adhere to all Operational processes and procedures, ensuring full compliance to the input of data and information into service management and operational tools and systems.

Own and manage Document Library - develop, store and maintain all operational documentation to include processes, procedures, knowledge, and required MI.

What we’re looking for:

Technical Skills
1.    Essential Specialist Skill 
2.    Experience on Exchange 2013 / 2019 / Exchange Online / M365 services
3.    Experience on Exchange or O365, Azure AD, Intunes, MS Skype or Teams, Citrix / VDI 
4.    Email Gateway including Symantec. Cloud (formerly MessageLabs), McAfee Email Gateway & Trust wave Secure Email Gateway (formerly Mail Marshal).
5.    Excellent knowledge on Citrix Presentation Server, Citrix XenApp , Citrix XenApp & XenApp , Provisioning Services  & TICKETING TOOLS like Service now / Service first.
6.    Experience of working & handling 2nd or 3rd line in a IT support environment
7.    Experience of working in large enterprise solutions (>100,000 seats across multiple geographic environments)
8.    Excellent people management skills Manager

Desirable skills/Preferred Qualifications:
ITIL Foundation, Office 365 (Exchange Online, Azure AD, Microsoft Intune)
AZ-900: Microsoft Azure Fundamentals
AZ-140: Azure Virtual Desktop Specialty    

Skills that will help you in the role:

1.    Ability to handle multiple priorities and remain focused and organized
2.    Ability to effectively delegate responsibility and supervise work activities of others
3.    Ability to effectively communicate verbally and in writing
4.    Experience of delivering large scale transformation Programmes in banking or financial organization. 
5.    Ability to execute quickly and effectively – strong influencing skills and ability to get things done in a complex matrix organizational structure.   
6.    Confidence and gravitas – ability to deal with multiple stakeholders in different clusters 
7.    Experience of working across multiple business areas, functions and locations.
Strong problem solving and decision making skills evidenced through challenging existing processes
8.    Ability to constructively resolve conflicts and leading change successfully in a context of ambiguity and adapting environments. 
9.    Able to liaise with technical and non-technical personnel across various IT disciplines;
10.    Adept at facilitating effective collaboration and communication with stakeholders and across the department and leadership team, driving performance by leveraging capabilities and influencing and building relationships with others
11.    A true team player and collaborator, translating knowledge and experience into strong and productive relationships
12.    Demonstrated ability to share knowledge, trends, and process flows with leaders across the line of business
13.    Excellent interpersonal, communication, negotiation and presentation ability