Application Support Analyst
Vanquis Bank
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Benefits offered by this job
Job summary
Vanquis Bank is hiring an Application Support Analyst to stabilise and improve critical production platforms. You’ll own Level 2 incidents, investigate across Salesforce, MuleSoft, GoAnywhere and Genesys, and drive quicker recovery with evidence-based root cause analysis.
You’ll work with Application Support, Engineering and project teams to prioritise work by impact, share knowledge through runbooks, and help reduce downtime while improving service resilience.
Qualifications
- Experience in Application Support or similar technical role.
- Strong troubleshooting skills across applications, integrations and logs.
- Experience with incident and problem management and root cause analysis.
- Ability to prioritise issues by business impact and communicate diagnostics.
Responsibilities
- Own Level 2 incidents from diagnosis through resolution and RCA.
- Troubleshoot across Salesforce, MuleSoft APIs, GoAnywhere workflows and Genesys flows.
- Use logs, traces, API payloads and dashboards to investigate failures.
- Manage incidents, changes, defects through ITSM and Azure DevOps.
- Monitor platform health and automate recurring risks and improvements.
- Act as SME, create runbooks, share knowledge and coach teammates.
Skills
Tools
Job description
We’ve invested in modernising our technology landscape and strengthening the platforms that support our customers and colleagues. The opportunity now is to make those services even more stable, resilient and easy to support.
As an Application Support Analyst, you’ll provide support across business-critical applications and integrations, using hands‑on investigation to resolve incidents and prevent repeat issues. You’ll make a visible impact by improving service reliability, strengthening operational capability and sharing specialist knowledge across the team.
This role is just one part of a much bigger transformation. Explore our Technology & Change careers page to meet the teams, discover our technology journey and see how you can help shape what’s next.
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- Own Level 2 incidents from diagnosis through resolution and root cause analysis. Business‑critical services recover quickly and repeat issues are reduced.
- Troubleshoot issues across Salesforce, MuleSoft APIs, GoAnywhere MFT workflows and Genesys contact flows. Cross‑platform failures are understood and resolved with clear technical evidence.
- Use logs, transaction traces, API payloads and Sumo Logic dashboards to investigate failures and performance issues. The team can identify root causes across application, integration and data layers.
- Manage incidents, problems, changes, defects and technical backlog items through ITSM tooling and Azure DevOps. Work is prioritised by business impact and progressed in line with service expectations.
- Monitor platform health, integrations, batch jobs, APIs and contact centre services, identifying recurring risks and opportunities to automate. Services become more resilient, observable and efficient to support.
- Act as a subject matter expert, creating runbooks, sharing knowledge and coaching colleagues. Capability grows across the team and single points of failure are reduced.
Reliable applications and integrations are essential to the services our customers and colleagues use every day. This role helps protect the stability, availability and performance of platforms including Salesforce, Genesys, GoAnywhere, MuleSoft and Sumo Logic.
You’ll work closely with Application Support, Engineering, Development, project teams, business operations, contact centre stakeholders and third‑party suppliers, seeing how your technical expertise contributes to faster recovery, reduced downtime and more resilient services.
- Customer and service focus – We prioritise work according to business impact, risk and the customer experience.
- Evidence‑led investigation – We use logs, payloads, traces and monitoring data to diagnose issues thoroughly.
- Shared ownership – We collaborate across support, engineering, project and operational teams from diagnosis to resolution.
- Continuous improvement – We address root causes, automate manual activity and improve the resilience of services.
- Knowledge sharing – We create clear runbooks, coach colleagues and build capability across the team.
- Core platforms – Salesforce
- Core platforms – MuleSoft and REST/SOAP APIs
- Core platforms – GoAnywhere MFT/SFTP
- Core platforms – Genesys contact centre services
- Core platforms – Integrated and asynchronous processing
- Support and delivery tooling – Azure DevOps and ITSM tooling
- Support and delivery tooling – Sumo Logic and observability dashboards
- Support and delivery tooling – JSON, XML, payloads and log structures
- Support and delivery tooling – Runbooks, data‑flow mappings and recovery procedures
- Support and delivery tooling – Defect, release and problem management
- Experience in Application Support, Integration Support or a similar technical role. Hands‑on experience supporting business‑critical production systems and integrated enterprise platforms.
- Strong troubleshooting skills across applications, APIs, integrations, file transfers, logs and monitoring tools.
- Experience of incident and problem management, root cause analysis and defect tracking in production environments.
- Ability to prioritise concurrent issues by business impact and communicate clear diagnostics to engineering teams.
- Practical experience with one or more of Salesforce, MuleSoft, GoAnywhere, Genesys or Sumo Logic.
- Working knowledge of REST/SOAP, JSON, XML, API payloads, asynchronous processing and system dependencies.
- Experience using Azure DevOps for defect lifecycle management, backlog tracking or release coordination.
- Experience creating operational runbooks, coaching colleagues or acting as a subject matter expert.
You’ll have opportunities to deepen your expertise across enterprise applications and integrations, become a subject matter expert in a core technology pillar, lead service improvement activity and build your capability through coaching, knowledge sharing and hands‑on problem solving.
- Award‑Winning Employer – Great Place to Work Certified • Financial Times Best Employers 2025 & 2026 • Armed Forces Friendly Employer, Bronze
- LinkedIn Learning – Access to learning resources to support your growth and development
- Flexible Hybrid Working – A balanced approach to office and home working
- Two Volunteering Days – Paid time to support causes that matter to you
- Inclusive Culture – A workplace where colleagues are supported, respected and encouraged to be themselves
- Enhanced Family Leave – Supporting colleagues through important life moments
- Up to 10% Pension Contribution – Helping you plan and prepare for the future
- Paid Birthday Leave – An extra day off to celebrate you
- 25–30 Days Annual Leave – Time away to rest, reset and recharge
- Career Development Opportunities – Support to build skills, grow your career and shape what comes next
If you’re looking for an opportunity to solve complex technical issues, improve the resilience of business‑critical platforms and help shape the future of Technology & Change at Vanquis, we’d love to hear from you.
The Next Chapter Starts with You.
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