Application Support Lead - IT Services

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 Responsibilities
Customer & 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.