Job Description

Purpose of the role

To effectively monitor and maintain the bank’s critical technology infrastructure and resolve more complex technical issues, whilst minimising disruption to operations. 

Accountabilities

• Provision of technical support for the service management function to resolve more complex issues for a specific client of group of clients. Develop the support model and service offering to improve the service to customers and stakeholders.
• Execution of preventative maintenance tasks on hardware and software and utilisation of monitoring tools/metrics to identify, prevent and address potential issues and ensure optimal performance.
• Maintenance of a knowledge base containing detailed documentation of resolved cases for future reference, self-service opportunities and knowledge sharing.
• Analysis of system logs, error messages and user reports to identify the root causes of hardware, software and network issues, and providing a resolution to these issues by fixing or replacing faulty hardware components, reinstalling software, or applying configuration changes.
• Automation, monitoring enhancements, capacity management, resiliency, business continuity management, front office specific support and stakeholder management.
• Identification and remediation or raising, through appropriate process, of potential service impacting risks and issues.
• Proactively assess support activities implementing automations where appropriate to maintain stability and drive efficiency. Actively tune monitoring tools, thresholds, and alerting to ensure issues are known when they occur.

Vice President Expectations

• To contribute or set strategy, drive requirements and make recommendations for change. Plan resources, budgets, and policies; manage and maintain policies/ processes; deliver continuous improvements and escalate breaches of policies/procedures..
• If managing a team, they define jobs and responsibilities, planning for the department’s future needs and operations, counselling employees on performance and contributing to employee pay decisions/changes. They may also lead a number of specialists to influence the operations of a department, in alignment with strategic as well as tactical priorities, while balancing short and long term goals and ensuring that budgets and schedules meet corporate requirements..
• If the position has leadership responsibilities, People Leaders are expected to demonstrate a clear set of leadership behaviours to create an environment for colleagues to thrive and deliver to a consistently excellent standard. The four LEAD behaviours are: L – Listen and be authentic, E – Energise and inspire, A – Align across the enterprise, D – Develop others..
• OR for an individual contributor, they will be a subject matter expert within own discipline and will guide technical direction. They will lead collaborative, multi-year assignments and guide team members through structured assignments, identify the need for the inclusion of other areas of specialisation to complete assignments. They will train, guide and coach less experienced specialists and provide information affecting long term profits, organisational risks and strategic decisions..
• Advise key stakeholders, including functional leadership teams and senior management on functional and cross functional areas of impact and alignment.
• Manage and mitigate risks through assessment, in support of the control and governance agenda.
• Demonstrate leadership and accountability for managing risk and strengthening controls in relation to the work your team does.
• Demonstrate comprehensive understanding of the organisation functions to contribute to achieving the goals of the business.
• Collaborate with other areas of work, for business aligned support areas to keep up to speed with business activity and the business strategies.
• Create solutions based on sophisticated analytical thought comparing and selecting complex alternatives. In-depth analysis with interpretative thinking will be required to define problems and develop innovative solutions.
• Adopt and include the outcomes of extensive research in problem solving processes.
• Seek out, build and maintain trusting relationships and partnerships with internal and external stakeholders in order to accomplish key business objectives, using influencing and negotiating skills to achieve outcomes.

All colleagues will be expected to demonstrate the Barclays Values of Respect, Integrity, Service, Excellence and Stewardship – our moral compass, helping us do what we believe is right. They will also be expected to demonstrate the Barclays Mindset – to Empower, Challenge and Drive – the operating manual for how we behave.

Join Barclays as a VP GTSM Clientman Tribe and Singapore Support Lead role, where to effectively monitor and maintain the bank’s critical technology infrastructure and resolve more complex technical issues, whilst minimising disruption to operations. At Barclays, we don't just anticipate the future - we're creating it.        

To be successful in this role, you should have below skills:

• 13 years of L2/L3 Application Support Experience is Must. ITIL v3 or above foundation certified.

• Proven ability to lead end to end Run the Bank (RtB) services across complex, business critical application estates, ensuring stability, availability, and operational excellence.

• Deep expertise in Incident, Problem, Change, Release, and Major Incident Management, with a demonstrated ability to mature service processes from reactive to proactive models.

• Strong capability in service resilience, disaster recovery, system recovery planning, and regulatory resilience testing (including assurance, audits, and evidence based controls).

• Ability to engage credibly with senior technology leaders, CIOs, and business stakeholders, translating service risks and performance into clear, outcome focused narratives.

• Experience establishing and operating robust governance models covering risk, controls, regulatory commitments, compliance, and audit readiness within a regulated enterprise environment.

• Demonstrated leadership in driving observability, automation, and GenAI enabled service management to reduce toil, improve MTTR, and enhance service predictability.

• Ability to lead, inspire, and transform large, geographically distributed teams, including capability uplift, talent development, succession planning, and modern skill adoption.

• Roles requires working pattern to support Singapore business hours and rotational on-call availability.

• Proven track record of leading operating model change shifting teams toward self service, product aligned support, and outcome based service delivery.

Some other highly valued skills may include below:

• Strong understanding of SRE principles including SLIs, SLOs, error budgets, and reliability engineering, applied pragmatically to enterprise application support.

• Experience in writing queries in SQL language (for running on Oracle, MS SQL).

• Experience managing a Unix/Linux based environment and hosted Applications, familiarity with server configurations, log management, and shell scripting.

• Hands on experience on AWS and API based applications.

You may be assessed on the key critical skills relevant for success in role, such as risk and controls, change and transformation, business acumen strategic thinking and digital and technology, as well as job-specific technical skills.

This role is based in Pune office.