Senior Application Support Analyst

Our organization is seeking a talented individual to join our 2nd Line Support team as a Senior Application Support Analyst, based in our London City office. Reporting to the Application Support Lead, this role is pivotal in providing comprehensive support for all business applications within our IT portfolio.

Key responsibilities include assisting end users with application-related issues, monitoring applications, performing proactive and reactive maintenance, and driving continuous service improvements. As a customer-facing role, it demands a collaborative team player with a proactive approach to learning and a commitment to delivering timely solutions to complex challenges. Strong communication skills are essential, as you will engage regularly with internal and external cross-functional teams to ensure effective issue resolution and seamless service delivery

Specific Responsibilities:

Management of 3rd party support service

• Daily stand-up call with the 3rd party support team
• Ensuring processes have been followed
• Identifying gaps and driving service improvements
• Guiding the team to prioritise Business Critical activities.

Operations & Service Delivery

• Monthly reporting on incidents, requests, and problems
• Building relationships with business stakeholders and end users
• Ticket Analysis to identify recurring issues and propose permanent solutions
• Identification and proposal of automation opportunities in support activities
• Attending weekly CAB, presenting changes to be implemented by the Application Support team Ensuring housekeeping and maintenance tasks are completed on time
• Ensuring SLAs (Service Level Agreements) are met.

Knowledge Management

• Ensuring knowledge is spread across the team and removing key person dependencies
• Ensures all application support related documents and artefacts are kept up to date and maintained in document repository
• Acting as a coach and mentor to more junior team members.