Job Description

Posted 5 hours ago

Application Support Manager
London | Hybrid Working
12-Month FTC
The Opportunity
An exciting opportunity has arisen for an experienced Application Support Manager to lead the delivery of application support services within a complex enterprise technology environment.
This role is responsible for the leadership of a multidisciplinary team delivering 2nd and 3rd Line Application Support, ensuring the stability, availability, and performance of business-critical systems.
You’ll play a key role in managing service performance, driving operational improvements, overseeing major incidents, and working closely with technical and business stakeholders to ensure a high-quality support service.
Key Responsibilities
* Lead and develop a team providing 2nd and 3rd Line Application Support services.
* Ensure the availability, performance, and reliability of business-critical applications.
* Act as the senior escalation point for complex technical issues and major incidents.
* Oversee incident management, problem management, root cause analysis, and service recovery activities.
* Monitor service performance against agreed KPIs and service levels.
* Drive continuous improvement initiatives across support processes, tooling, and operational practices.
* Work closely with engineering, infrastructure, service management, and business teams to ensure effective service delivery.
* Support application upgrades, releases, enhancements, and operational readiness activities.
* Manage workload planning, resource allocation, and team performance.
* Produce regular reporting on service performance, trends, risks, and improvement opportunities.
* Build strong relationships with internal stakeholders and third-party suppliers.
Skills & Experience
* Proven experience leading Application Support, Technical Support, Production Support, or IT Operations teams.
* Strong background managing 2nd and 3rd Line Support functions within a complex environment.
* Experience managing major incidents and driving issue resolution through to root cause.
* Knowledge of incident, problem, and change management processes.
* Experience operating within KPI and SLA-driven service environments.
* Strong people leadership and stakeholder management skills.
* Excellent analytical and problem-solving abilities.
* Ability to balance operational delivery with continuous improvement initiatives.
Desirable Experience
* Experience supporting customer-facing or enterprise-scale applications.
* Familiarity with ITIL-based service management principles.
* Experience with monitoring, ticketing, and service management platforms.
* Exposure to highly available, business-critical systems environments.
* Experience supporting digital transformation, application modernisation, or large-scale technology programmes