3rd Line - Senior Application Support Analyst

Ignite Digital; Reading; On-site; GBP 60,000 - 75,000; Full time

Benefits offered by this job

Flexible working

Comprehensive benefits

Job summary

A leading financial services challenger in the UK seeks a Senior Application Support Analyst to enhance their application support team. The role involves conducting 3rd line investigations and supporting 2nd Line Analysts. Candidates should possess strong troubleshooting skills, familiarity with various technical tools like SQL and Power BI, and a passion for problem-solving. The position offers flexible hybrid working, requiring just one day per month in the office. Join a forward-thinking team driving innovation in digital services.

Qualifications

• Strong logical and troubleshooting mind-set with excellent time management skills.
• Ability to understand and extract key information from investigations.
• Enjoys investigating and resolving problems with a passion for understanding the why and how.
• Able to work remotely with minimal supervision.
• Proactive and enthusiastic team player with a positive attitude.
• Able to multi-task and adapt to change while meeting SLAs and KPIs.
• Customer satisfaction focus and commitment to service excellence.

Responsibilities

• Support the 2nd Line Application Support Analysts.
• Conduct 3rd line investigations of Problems.
• Engage with IT solution partners to triage incidents.
• Improve operational IT processes and service monitoring.
• Support evaluation and deployment of new tools and technologies via research and PoCs.
• Map issues to underlying architecture and coordinate with IT solution partners.
• Document changes to processes, tools and monitoring for readiness of the team.

Skills

Logical troubleshooting mindset

Time management

Problem investigation and resolution

Ability to grasp new concepts

Ability to work remotely

Teamwork

Flexibility

Customer Satisfaction focus

Tools

API Management

Powershell

SQL

DevOps / Git

Networking / DNS / Firewalls

Power BI

Job description

3rd Line - Senior Application Support Analyst

About the job 3rd Line - Senior Application Support Analyst

Senior Application Support Analyst / 3rd Line Application Support Specialist

Flexible hybrid working 1 day per month in office

This is an excellent opportunity for an experienced Applications Support Analyst to join a Challenger within the Financial Services sector who have enjoyed unprecedented growth since inception and the launch of a fully digital Microsoft Azure based platform. They have bought together the best capability, technology and people to create a business that challenges conventional thinking and approaches things differently.

What you'll be doing:

As a 3rd Line - Senior Application Support Analyst, you will be responsible for supporting the 2nd Line Application Support Analysts, conducting 3rd line investigations of Problems, be involved in on going project work and feed into the implementation of DevOps practices.

Activities:

• Work with Solution Architects and Business Analysts to gather knowledge transfer and feed this into the Application Support leam
• Scheduling training sessions with members of the team to facilitate a shift left
• Investigation and resolution of application incidents and major incidents escalated by 2nd line
• Triaging IT incidents/situations, potentially spanning multiple applications and, impacting multiple business processes - engaging with our IT solution partners and other members of the I team where required
• Gather information on IT service issues and map operational business issues to the underlying application and infrastructure architecture
• Supporting, and where needed, initiating business change within the organisation
• Supporting the evaluation and implementation of new tools and technologies through independent research, prototyping and participation in proof-of-concept activities
• Assess impact of business or technical change on Application Support processes, tools and documentation and deliver necessary change to ensure Application Support team readiness
• Understanding, using and improving operational IT processes and service monitoring. This spans our toolset and processes, service logging and monitoring/alerting tools and Service Desk system
• Business Change: Work with Solution Architect and wider I team to support the evaluation and implementation of new tools and technologies through independent research. prototvping and participation in proof-of-concept activities

About You:

Ideally you will have the following experience:

• A strong logical and troubleshooting mind-set, with excellent time management skills
• The ability to understand and extract key information from investigations is essential to diagnosing and resolving incidents
• Enjoys investigating and resolving problems big or small, with a passion for understanding the why and the how
• Able to grasp new concepts quickly and efficiently
• Ability to work remotely with little management supervision
• Positive and enthusiastic approach and a strong team ethic
• Ability to multi-task, be flexible and deal with interruptions and change
• Manage own workload Whilst meeting and exceeding contractual SLAs, KPIs and
• Customer Satisfaction

Technical skills to include some or all of the following:

• API Management
• Messaging / Integration
• Powershell, scripting
• SQL
• DevOps / Git
• Networking / DNS / Firewalls
• Power BI

In return you will have the opportunity to make a real difference and be part of a culture that is driven to make life better. Comprehensive benefits include:

Flexible working - ideally hybrid 1 day a month in the office or more if you prefer