Application And Hardware Support Manager

Tiger Resourcing Group; Greater London; Hybrid; GBP 60,000 - 85,000; Full time

Job summary

Tiger Resourcing Group is seeking an experienced Application and Hardware Support Manager in London. The role is hybrid and focuses on leading 2nd and 3rd line application support to ensure stability and performance of business-critical systems.

You will manage major incidents, drive improvements, and collaborate with engineering, service management, and business teams to deliver reliable service.

Qualifications

• 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.
• 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.

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

Leadership

2nd/3rd Line

Major Incidents

ITIL

Change Management

KPI/SLA

Stakeholder Mgmt

Analytical Thinking

Application Support

Monitoring Tools

Service Management

Digital Transformation

Production Support

Job description

Application and Hardware 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.
• 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.