You work as part of a team providing technical application support and maintenance across the software portfolio estate. You act as the Application Services escalation contact for the Service Hub, which provides the IT front door in line with the firm’s established ITSM framework.
You deliver functional and technical enhancements in accordance with established processes for incidents, requests, and changes. You work closely with the Product Management team to ensure supported applications meet operational availability targets, create and manage product backlogs, and establish clear delivery roadmaps.
You participate in and, where required, chair service reviews with key suppliers and manage stakeholders through appropriate, timely communication on both service issues and feature deliveries. You maximise the use of product capabilities and identify duplicate functional overlap within the service estate.
You assist ongoing projects to ensure successful delivery and a smooth transition into the standard BAU support model. You build effective working relationships with colleagues across the Application Services teams and the wider IT function.
You collaborate with vendors and internal technology teams on product upgrades, issues, and feature requests. You work European shift hours to ensure support services are delivered within agreed SLAs.
Day-to-Day Responsibilities
On a day-to-day basis, you are responsible for resolving technical application issues. You work closely with the Service Hub as the third-level application support team to resolve incidents effectively.
You create and maintain Knowledge Base Articles that provide essential guidance to front-line Service Hub teams. You perform ticket and trend analysis and manage application backlog lists across the software estate.
You produce MI and reporting packs to support service oversight and decision-making. You engage with suppliers and external partners delivering services, conduct service reviews, and track performance against SLA targets.
You provide application support to projects using both agile and waterfall methodologies and ensure smooth transition of deliveries into operational service. Quality of service is critical in this role, along with a strong understanding of application development and an appreciation of infrastructure design. You apply strong problem-solving skills and take a pragmatic, solutions-focused approach.
You also manage business stakeholders by eliciting requirements, suggesting improvements, and aligning technical solutions to business needs.
