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Mainframe Service Operator
Mainframe Service Operator – Job Description
Purpose of the Role
To effectively monitor and maintain Barclays’ critical technology infrastructure, resolving complex technical issues whilst minimising disruption to operations.
Accountabilities
- Provide technical support for service management, resolving complex issues for specific client(s) or group of clients.
- Develop the support model and service offering to improve service delivery for customers and stakeholders.
- Execute preventative maintenance on hardware and software, leveraging monitoring tools/metrics to:
- Identify potential issues.
- Prevent hardware/software failures.
- Ensure optimal system performance.
- Maintain a knowledge base containing detailed documentation of resolved cases for:
- Future reference.
- Self-service opportunities.
- Knowledge sharing.
- Analyse system logs, error messages, and user reports to:
- Identify root causes of hardware, software, and network issues.
- Resolve issues by:
- Fixing/replacing faulty components.
- Reinstalling software.
- Applying configuration changes.
- Drive automation, monitoring enhancements, capacity management, resiliency, and business continuity.
- Provide front-office-specific support and manage stakeholder expectations.
- Identify and remediate (or escalate via approved process) potential service-impacting risks/issues.
- Proactively assess support activities, implementing automations where possible to:
- Maintain system stability.
- Drive operational efficiency.
- Tune monitoring tools, thresholds, and alerting to ensure timely detection of emerging issues.
Analyst Expectations
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Key Performance Standards (Individuals)
- Perform prescribed activities timely, consistently, and to high standards, with a continuous improvement mindset.
- Requires in-depth technical expertise in assigned area of responsibility.
- Comprehensive understanding of underlying principles in the specialty field.
Leadership Behaviours (If Applicable)
If this role involves team leadership, demonstrate the following LEAD behaviours:
- Listen and be authentic.
- Energise and inspire.
- Align significantly across the enterprise.
- Develop others (colleague growth and management).
Alternative for Individual Contributors
- Develop technical expertise, acting as an advisor on domain-specific matters.
- Influence the work of related teams, fostering collaboration.
- Partner with other functions/business units.
- Own the operational and processing outcomes of assigned activities.
- Escalate breaches of policies/procedures per approved escalation protocols.
- Embed new controls/policies introduced for risk mitigation.
- Understand how the sub-function integrates with broader organisational functions, including products/services/processes.
- Align efforts with sub-function and organisational objectives.
- Make evaluative judgements based on verified facts.
- Resolve problems using technical expertise and available precedents.
- Guide team members; communicate complex/sensitive information.
- Serve as the primary contact for external stakeholders while expanding internal/non-team connections.
- Uphold Barclays Values: Respect, Integrity, Service, Excellence, Stewardship.
- Adhere to the Barclays Mindset: Empower, Challenge, Drive.
Essential Experiences & Technical Skills
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To excel as a Mainframe Service Operator, candidates must have:
Core Technical Expertise
- Proven experience with IBM Mainframe systems.
- Proficiency in:
- TWS (TSO/E Extended Services).
- JCL (job control language).
- CICS (Customer Information Control System).
- IMS (Information Management System).
- MQ (IBM Message Queue).
- DB2 (database management).
- Hands-on experience with:
- Mainframe batch processing.
- Online application support.
Highly Valued Know-How
- In-depth familiarity with Major Incident and ITIL processes.
- Knowledge of Barclays applications relevant to mainframe operations.
- z/Linux familiarity.
Additional Requirements
- Must work a 12-hour shift rotation (~split nights/days).
- Performance may be assessed on:
- Key technical skills (e.g., technical troubleshooting, automation).
- Risk/controls, change management, business acumen and strategic thinking.
- Digital/technological expertise.
Location
Knutsford, UK
Barclays Work Experience Culture
At Barclays, our work experience reflects our ethos of culture, values, and our commitment to sustainability, recognition programs, and office environment. Our colleagues embody the following traits:
- Self-disciplined, hardworking, and curious.
- Trustworthy, humble, and truthful.
- Team-first mindset (prioritise collective success).
- Driven to collaborate for impact.
- Ranked as #1 Top Workplace in our region.
Behind every seamless digital experience is a resilient technology platform. Join us as a Mainframe Service Operator to help ensure Barclays’ critical services remain secure, operational 24/7.
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