2nd Line Application Support Engineer

The Cumberland Group.; Carlisle; Hybrid; GBP 30,000 - 39,000; Full time

Job summary

Join The Cumberland Group as a 2nd Line Application Support Engineer and play a crucial role in supporting our application team. You will train 1st line engineers, manage escalations, and drive improvements in a hybrid work environment. If you are passionate about technology and customer service, we want you!

Benefits

25 days holiday plus public holidays

Learning and development opportunities

Hybrid working

Health and Wellbeing initiatives

Community Day for local charities

Qualifications

• Ability to work and communicate effectively with stakeholders.
• Keen interest in technology and willingness to learn.
• Strong priority management and workload handling.

Responsibilities

• Support and train 1st Line Application Support Engineers.
• Act as a 2nd line support and escalation point.
• Drive team initiatives and improve operational efficiency.

Skills

Effective communication

Customer service mindset

Change management

Job description

Salary up to £38,990 p.a. - depending on skills and experience

Location Carlisle

This is a Permanent , Full Time vacancy that will close in 11 days at 23:59 BST .

The Vacancy

Working at the Cumberland, you become part of something special. We’re a Mutual organisation, committed to improving the lives of our colleagues, customers, and community. Our values are incredibly important to us.

We’re on an exciting transformational journey with our people firmly at the forefront of our plans. If you want to work for a team integral in helping to drive cultural change, a team where you can bring your whole self to work bringing your energy and creativity to make a positive difference, then this is the job for you.

A new and exciting opportunity has arisen for a 2nd Line Application Support Engineer role within our Application Support Team (AST).

The successful candidate for this role will play a key part in the continued expansion of the AST, supporting the team in facing the challenges and opportunities that the transformation programme will bring, maintaining of new and existing applications as well as embracing the adoption of ITIL best practice, agile mindset, and the ethos of Continuous Improvement.

The Benefits

Salary - up to £38,990 p.a. – depending on skills and experience.

Holidays - 25 days holiday plus public holidays and the opportunity to buy and sell up to 3 days.

Learning and Development opportunities - We want you to grow in your role. We’ll work together to support your personal and professional development.

Hybrid Working - the tools and equipment you need to be able to work from home when you need to, depending on your role.

Health and Wellbeing - a calendar of events and activities throughout the year, Mental Health & Wellbeing champions, and Cycle to Work scheme.

Community Day - We offer our people an extra paid day off every year to help local charities and community organisations.

The Role

Reporting into the 3rd Line Application Support Engineer, you will support by developing the 1st Line Application Support Engineers, taking on the responsibilities of training, and upskilling 1st Line team members.

You will act at the 2nd line support and escalation point for the 1st line Application Support Team providing subject matter expertise and assistance across the section to deliver against IT BAU, Change and New Cumberland commitments which may include overnight deployments and out of hours on call, which attracts an additional allowance.

The successful candidate will play a key role in improving the Application Support teams capability, supporting both the AST Lead and 3rd Line Application Support Engineer in developing team initiatives, ways of working, embed both ITIL and Agile practices, whilst identifying and driving opportunities for the team to improve and become a more efficient function.

About you

You will have the ability to work and communicate effectively with key business stakeholders and teams.

A passion for embracing change and exploring opportunities to improve ways of working, change mindsets and build high performing teams.

A keen interest in technology, a technical mind, and a willingness to gain knowledge and understanding of deploying, maintaining, and managing applications, middleware, and hardware.

You will be able to manage your own workload effectively and exhibit a good understanding of priority management to ensure your focus enables the best possible delivery of service to application users.

You bring a customer first mindset in all that you do ensuring that the services and solutions managed by the team provide the best possible experience for end users.

Location

This role is hybrid; however, elements of the role will require travel to Carlisle. The candidate must be prepared to travel to these sites when required with reasonable notice.

The Company

We’re here to create a banking experience that’s kinder to people and planet.

Unlike banks, we don’t have public or private shareholders which means we can invest 100% of our profits back into our business. As a result, our business is purpose-led, financially strong, socially responsible and always focused on our people, planet and communities.