Job Description

Job title :Service Ops 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
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.

Working Flexibly
We\xe2\x80\x99re 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\xe2\x80\x99 and clients\xe2\x80\x99 needs. Whether you have family commitments or you\xe2\x80\x99re 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.

BUK & BX \xe2\x80\x93 All locations

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\xe2\x80\x99re 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 These requests will be reviewed and agreed for a period of time i.e., will have a start and end date.
Please discuss the detail of the working pattern options for the role with the hiring manager.

Introduction:
\xc3\x83\xc2\xaf\xc3\xa2\xc2\x80\xc2\x9a\xc3\x82\xc2\xa7 Business and IT stakeholder Management
\xc3\x83\xc2\xaf\xc3\xa2\xc2\x80\xc2\x9a\xc3\x82\xc2\xa7 Flexible to work in shifts in a 24/5 support model
\xc3\x83\xc2\xaf\xc3\xa2\xc2\x80\xc2\x9a\xc3\x82\xc2\xa7 Represent team in project discussions with Engineering team
\xc3\x83\xc2\xaf\xc3\xa2\xc2\x80\xc2\x9a\xc3\x82\xc2\xa7 Co-ordinate releases for BCM test
\xc3\x83\xc2\xaf\xc3\xa2\xc2\x80\xc2\x9a\xc3\x82\xc2\xa7 Ability to analyse security tool requirements for stakeholders and create technical specifications to on-boarding inception template
\xc3\x83\xc2\xaf\xc3\xa2\xc2\x80\xc2\x9a\xc3\x82\xc2\xa7 Negotiate and Manage timeline/Prioritization expectations effectively with stakeholders
\xc3\x83\xc2\xaf\xc3\xa2\xc2\x80\xc2\x9a\xc3\x82\xc2\xa7 Escalate technical and non-technical issues to management and support teams as required
\xc3\x83\xc2\xaf\xc3\xa2\xc2\x80\xc2\x9a\xc3\x82\xc2\xa7 Managing support issues, incidents and problems are managed in a timely and efficient manner
\xc3\x83\xc2\xaf\xc3\xa2\xc2\x80\xc2\x9a\xc3\x82\xc2\xa7 Coordination with various support, business and development teams in ensuring requirements are scoped correctly for the continuous improvement plan
\xc3\x83\xc2\xaf\xc3\xa2\xc2\x80\xc2\x9a\xc3\x82\xc2\xa7 Implementation of change, release and production support approvals.
\xc3\x83\xc2\xaf\xc3\xa2\xc2\x80\xc2\x9a\xc3\x82\xc2\xa7 Customer-focused on strong service delivery
\xc3\x83\xc2\xaf\xc3\xa2\xc2\x80\xc2\x9a\xc3\x82\xc2\xa7 To perform root cause analysis and L3 troubleshooting issues in information security tools

What will you be doing?
Key accountabilities of this role will be aligned but not limited to:
o Key specific accountabilities:
\xc3\x83\xc2\xaf\xc3\xa2\xc2\x80\xc2\x9a\xc3\x82\xc2\xa7 Facilitating Incident, Problem and Change management
\xc3\x83\xc2\xaf\xc3\xa2\xc2\x80\xc2\x9a\xc3\x82\xc2\xa7 Work closely with engineering team to adapt and implement best practice and innovative solutions for security tools.
\xc3\x83\xc2\xaf\xc3\xa2\xc2\x80\xc2\x9a\xc3\x82\xc2\xa7 Participate and Deliver security Projects within timeline.
\xc3\x83\xc2\xaf\xc3\xa2\xc2\x80\xc2\x9a\xc3\x82\xc2\xa7 Document technical Processes and Procedures.
\xc3\x83\xc2\xaf\xc3\xa2\xc2\x80\xc2\x9a\xc3\x82\xc2\xa7 Ensuring issues are managed within agreed SLA/SLT
\xc3\x83\xc2\xaf\xc3\xa2\xc2\x80\xc2\x9a\xc3\x82\xc2\xa7 Manage email queries and ticketing systems
\xc3\x83\xc2\xaf\xc3\xa2\xc2\x80\xc2\x9a\xc3\x82\xc2\xa7 High Level Knowledge on information Security tools and well versed with Risk Management.
\xc3\x83\xc2\xaf\xc3\xa2\xc2\x80\xc2\x9a\xc3\x82\xc2\xa7 Ability to multi-task, ability to think laterally and to have input to / propose detailed, complex solutions to technical issues
\xc3\x83\xc2\xaf\xc3\xa2\xc2\x80\xc2\x9a\xc3\x82\xc2\xa7 Train team members on the processes and procedures
\xc3\x83\xc2\xaf\xc3\xa2\xc2\x80\xc2\x9a\xc3\x82\xc2\xa7 Support and management of system outages via the published major incident management process
\xc3\x83\xc2\xaf\xc3\xa2\xc2\x80\xc2\x9a\xc3\x82\xc2\xa7 Act as a L3 member escalation point for any issues faced by the L2 team.
\xc3\x83\xc2\xaf\xc3\xa2\xc2\x80\xc2\x9a\xc3\x82\xc2\xa7 Strong analytical and investigation skills. Ability to resolve issues in a high-pressure and time critical environment
\xc3\x83\xc2\xaf\xc3\xa2\xc2\x80\xc2\x9a\xc3\x82\xc2\xa7 Perform post-release start-of-day checks as appropriate
\xc3\x83\xc2\xaf\xc3\xa2\xc2\x80\xc2\x9a\xc3\x82\xc2\xa7 Ability to work effectively in a close-knit team as well as independently
\xc3\x83\xc2\xaf\xc3\xa2\xc2\x80\xc2\x9a\xc3\x82\xc2\xa7 Managing Service Management BCM activities end to end
\xc3\x83\xc2\xaf\xc3\xa2\xc2\x80\xc2\x9a\xc3\x82\xc2\xa7 Monitor and make sure incidents/problem logged with Vendors are resolved within agreed Service Level Agreement
\xc3\x83\xc2\xaf\xc3\xa2\xc2\x80\xc2\x9a\xc3\x82\xc2\xa7 Participate in the measurement and reporting of inception of new tools and expansion of existing tool scope on a monthly basis
\xc3\x83\xc2\xaf\xc3\xa2\xc2\x80\xc2\x9a\xc3\x82\xc2\xa7 Problem and incident analysis, reporting to Management
\xc3\x83\xc2\xaf\xc3\xa2\xc2\x80\xc2\x9a\xc3\x82\xc2\xa7 Liaison across business and users to resolve users support issues
\xc3\x83\xc2\xaf\xc3\xa2\xc2\x80\xc2\x9a\xc3\x82\xc2\xa7 Compliance to audit, regulatory and CSO Standards requirements \xe2\x80\x93 risk aware and focused
\xc3\x83\xc2\xaf\xc3\xa2\xc2\x80\xc2\x9a\xc3\x82\xc2\xa7 System stability monitoring
\xc3\x83\xc2\xaf\xc3\xa2\xc2\x80\xc2\x9a\xc3\x82\xc2\xa7 Application & server restarts
\xc3\x83\xc2\xaf\xc3\xa2\xc2\x80\xc2\x9a\xc3\x82\xc2\xa7 Problem escalation and ownership to resolution from customers
\xc3\x83\xc2\xaf\xc3\xa2\xc2\x80\xc2\x9a\xc3\x82\xc2\xa7 Change and Release Management
\xc3\x83\xc2\xaf\xc3\xa2\xc2\x80\xc2\x9a\xc3\x82\xc2\xa7 Process and Procedure knowledge base maintenance
\xc3\x83\xc2\xaf\xc3\xa2\xc2\x80\xc2\x9a\xc3\x82\xc2\xa7 Has intensive interaction with subordinates through coaching and mentoring
\xc3\x83\xc2\xaf\xc3\xa2\xc2\x80\xc2\x9a\xc3\x82\xc2\xa7 Communicates and drives daily team and individual metric performance
\xc3\x83\xc2\xaf\xc3\xa2\xc2\x80\xc2\x9a\xc3\x82\xc2\xa7 Responsible for identifying skill gaps and having a robust training plan in place for advisors to maximise their performance

Conduct
\xc3\x83\xc2\xaf\xc3\xa2\xc2\x80\xc2\x9a\xc3\x82\xc2\xa7 Take into account reputation of Barclays at all times, through positive interactions and following policy and process.
\xc3\x83\xc2\xaf\xc3\xa2\xc2\x80\xc2\x9a\xc3\x82\xc2\xa7 Sets an example and supports fair and ethical behaviour in all colleagues.
\xc3\x83\xc2\xaf\xc3\xa2\xc2\x80\xc2\x9a\xc3\x82\xc2\xa7 Make sure colleagues are equipped to be able to protect our reputation at all times
Technical Skills
\xc3\x83\xc2\xaf\xc3\xa2\xc2\x80\xc2\x9a\xc3\x82\xc2\xa7 Strong communication both verbal and written in English
\xc3\x83\xc2\xaf\xc3\xa2\xc2\x80\xc2\x9a\xc3\x82\xc2\xa7 Experience with Microsoft suite of products
\xc3\x83\xc2\xaf\xc3\xa2\xc2\x80\xc2\x9a\xc3\x82\xc2\xa7 Service-First ticketing tool
\xc3\x83\xc2\xaf\xc3\xa2\xc2\x80\xc2\x9a\xc3\x82\xc2\xa7 Operating systems - Unix, Linux, Windows servers
\xc3\x83\xc2\xaf\xc3\xa2\xc2\x80\xc2\x9a\xc3\x82\xc2\xa7 Database Management Systems, Web Servers
\xc3\x83\xc2\xaf\xc3\xa2\xc2\x80\xc2\x9a\xc3\x82\xc2\xa7 Understanding on IT Security applications

What we\xe2\x80\x99re looking for:
The candidate has a strong technical delivery background with recent experience of Endpoint Security toolsets, preferably including Symantec. The candidate also has a solid background in Information Security principles and controls.

\xc3\x83\xc2\xaf\xc3\xa2\xc2\x80\xc2\x9a\xc3\x82\xc2\xa7 Proven customer service/ liaison skills in dealing with clients and customers at all levels including difficult and demanding stakeholders.
\xc3\x83\xc2\xaf\xc3\xa2\xc2\x80\xc2\x9a\xc3\x82\xc2\xa7 Able to quickly absorb and assimilate large amounts of technical and business information to identify the most appropriate course of action to ensure consistent quality
\xc3\x83\xc2\xaf\xc3\xa2\xc2\x80\xc2\x9a\xc3\x82\xc2\xa7 Able to work effectively in extreme high pressure situations where critical service availability is compromised and/ or Barclays reputation is at stake
\xc3\x83\xc2\xaf\xc3\xa2\xc2\x80\xc2\x9a\xc3\x82\xc2\xa7 Fully competent in using audio and video conferencing facilities
\xc3\x83\xc2\xaf\xc3\xa2\xc2\x80\xc2\x9a\xc3\x82\xc2\xa7 Exceptional written communication skills; ability to write ad-hoc and formal reports. This will assume a detailed working knowledge of all Microsoft Office Tools (Word, Excel, PowerPoint, Visio etc)

Skills that will help you in the role :
1. Basic Windows & scripting
2. Basic Unix & scripting
3. Logic/structured troubleshooting
4. SQL & Database Knowledge
5. Knowledge on Cloud computing, AWS etc
6. ITSM/ITIL (i.e. Change/Incident)
7. Problem Risk management
8. Outage and Analytics
9. Communication \xe2\x80\x93 Better if already worked with Global Teams
10. Technical certifications \xe2\x80\x93 MCSE, Redhat , CCNA will add value

Where will you be working?
Pune

Be More at Barclays
At Barclays, each day is about being more \xe2\x80\x93 as a professional, and as a person. \xe2\x80\x98Be More @ Barclays\xe2\x80\x99 represents our core promise to all current and future employees. It\xe2\x80\x99s 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.

#Infrastructure Engineering

Barclays