Job Description

Role Overview

We are looking for an

Application Support Lead

to build on their existing expertise and take charge of delivering exceptional support experiences for our Tier-1 clients. This is a hands-on, diverse, and fast-paced role, serving as the primary escalation point for technical issues, as well as owning troubleshooting, configuration changes, release support, and service improvement.

A key aspect of the role is to ensure clients maximise the value of their solutions -- advising on best practices, introducing new features, and optimising their usage.

Key ResponsibilitiesCustomer & Incident Management

Act as the first line of escalation for the Application Support team for complex issues. Monitor and manage tickets proactively to prevent SLA breaches. Provide high-quality customer service and technical expertise during incident resolution. Deliver accurate and timely updates to customers and internal stakeholders.

Technical & Operational Delivery

Perform small-scale changes/fixes, including non-critical development and testing tasks (up to 5 days). Execute production deployments, configuration updates, and environment management tasks. Write automation scripts and monitor applications for outages or performance issues. Ensure SLA compliance for both incident response and incident resolution. Maintain and enhance knowledge bases to support continuous service improvement.

Systems & Licensing Administration

Oversee Shared IT Services (Office 365, asset management, hosting cost approvals) ensuring compliance and value for money. Recommend efficient procurement approaches for Shared Services to optimise performance and cost. Manage AWS cloud billing, ensuring correct services and contractual terms are in place; initiate audits where required. Handle software licensing contracts -- monitoring renewals, usage, under/over-licensing (e.g., OpenText, Jira).

Leadership & Collaboration

Line-manage the Business Support Manager, providing guidance and performance support. Manage Office 365 admin licences, including user onboarding/offboarding aligned to the User Access Register. Participate in project review meetings, demos, client governance meetings, and stakeholder presentations. Contribute to root-cause analysis and technical investigations for high-severity incidents. Review and validate technical usage billing.

Skills & Experience Required

Strong hands-on experience analysing reported issues and identifying required fixes or maintenance. Expertise in troubleshooting user queries, web applications, and APIs. Proficiency in SQL -- including writing queries and stored procedures. Experience with monitoring tools and preparing operational metrics. High-level debugging and troubleshooting skills for applications. Experience in developing applications using BPMS products. Strong practical knowledge of Java, Spring, and REST API development. Proficiency with frameworks such as Angular. Working knowledge across JavaScript, ITIL, MySQL, Oracle, CSS, HTML, and XML. Advanced SQL and database troubleshooting skills. Strong expertise in Unix and Perl scripting. Experience working with Jira for ticketing, workflows, and reporting.
Job Type: Full-time

Pay: 50,737.13-72,010.02 per year

Work Location: Hybrid remote in London W1W