Conduct root cause analysis, identify recurring issues and support permanent corrective actions.
Test software fixes, enhancements and releases, and support the transition of new applications into production.
Create and maintain support documentation, knowledge articles and operational guidance.
Identify opportunities to improve application stability, support processes and operational efficiency.
Key responsibilities
Take ownership of complex application incidents from initial investigation through to resolution.
Provide a high level of customer service to internal and external customers.
Work collaboratively with technical and non-technical stakeholders to resolve issues efficiently.
Support ITIL-aligned incident, problem and change management processes.
Contribute to continual service improvement and operational best practice.
Promote ownership, accountability and a customer-focused approach to service delivery.
About you
Proven experience supporting business-critical production applications in a 2nd line or application support environment.
Strong troubleshooting and analytical skills, including application, integration and data-related investigations.
Experience taking ownership of complex incidents and conducting root cause analysis.
Hands-on experience using SQL, REST APIs, JSON and Postman.
Experience using Azure Application Insights and KQL to investigate incidents and monitor performance.
Experience working with third-party support providers and external suppliers.
Strong communication, organisation and stakeholder engagement skills.
Experience working in an ITIL-based environment and using ITSM tools.
A good understanding of the software development lifecycle, including testing, deployment and release activities.
A proactive, customer-focused approach and commitment to continuous improvement.
Qualifications and desirable experience
Experience supporting insurance, financial services or other regulated business applications.
Experience with Instanda or NetSuite.
Exposure to application monitoring, telemetry and observability tools.
Experience supporting cloud-hosted applications and integrations.
Relevant ITIL or technical certifications.
The rewards
A negotiable basic salary and a comprehensive benefits package, including holiday and company pension.
A collaborative, open and honest environment focused on delivering strong outcomes for our clients and teammates.
Support for professional development, including funding for relevant professional qualifications.
We are an Equal Opportunity Employer. We take pride in the diversity of our team and seek diversity in our applicants.
