Application Support Engineer

Jobtailor; Greater London; On-site; GBP 52,000 - 76,000; Full time

Job summary

Jobtailor is seeking an experienced Incident and Problem Management specialist to lead complex issue resolution and drive service excellence in a client-facing technical support role.

The role focuses on developing robust processes, monitoring key metrics, and educating teams to improve operational performance. Familiarity with SQL Server, IIS, and Azure is advantageous.

Qualifications

• University degree plus 3+ years of relevant work experience
• Experience in a client-facing technical support role
• Logical and systematic approach to problem resolution across technologies
• Experience with Microsoft SQL Server in a production environment
• Knowledge of constructing SQL queries
• Competency with SQL Server Management Studio
• Practical knowledge of Windows desktop/server environments
• Knowledge of IIS (including app pools, bindings, certificates)
• Strong analytical, quantitative, and problem-solving skills
• Excellent verbal and written communication skills
• Ability to communicate technical information to non-technical users
• Ability to quickly pick up and interpret technical information
• Collaborative mindset with teamwork across priorities
• Insurance services experience is an asset (Lloyds of London exposure)
• ITIL knowledge is a bonus
• Azure experience welcome
• Emotional intelligence and flexibility are valuable

Responsibilities

• Troubleshoot and resolve complex issues
• Monitor and measure the success of the incident management process
• Drive continuous service improvement toward operational excellence
• Develop robust Incident Management processes for effective customer Incident and Problem Management
• Lead incident resolution to ensure a responsive service
• Resolve system messaging issues
• Perform post-incident reviews
• Maintain metrics and reporting demonstrating operational performance of Incident and Problem Management processes
• Educate teams on Incident and Problem Management best practices
• Drive innovation and quality to improve operational efficiency
• Communicate effectively and manage stakeholders to drive operational excellence
• Perform administrative tasks and other related duties as required

Skills

Incident Management

SQL Query Construction

Analytical Problem-Solving

ITIL Knowledge

Azure Experience

Effective Communication

Windows Server/Desktop

IIS Knowledge

Insurance Industry Experience

Education

University degree

Tools

SQL Server Management Studio

IIS (Application Pools/Bindings)

Website Bindings

Server Certificates

Job description

• Troubleshoot and resolve complex issues
• Monitor and measure the success of the incident management process
• Drive continuous service improvement toward operational excellence
• Develop robust Incident Management processes for effective customer Incident and Problem Management
• Lead incident resolution to ensure a responsive service
• Resolve system messaging issues
• Perform post-incident reviews
• Maintain metrics and reporting demonstrating operational performance of Incident and Problem Management processes
• Educate teams on Incident and Problem Management best practices
• Drive innovation and quality to improve operational efficiency
• Communicate effectively and manage stakeholders to drive operational excellence
• Perform administrative tasks and other related duties as required

Requirements

• University degree plus 3+ years of relevant work experience
• Experience working in a client-facing technical support role
• Logical and systematic approach to problem resolution across a broad spectrum of technologies
• Experience with Microsoft SQL Server in a production environment
• Sound knowledge of constructing SQL queries
• Competency with Microsoft SQL Server Management Studio
• Practical knowledge of Windows desktop/server environments
• Knowledge of Internet Information Services (IIS), including application pools, website bindings, and server certificates
• Well-developed analytical, quantitative, and problem-solving skills
• Excellent verbal and written communication skills
• Ability to communicate technical information in non-technical language to users
• Ability to quickly pick up and interpret technical information
• Collaborative mindset with a focus on teamwork while managing multiple competing priorities
• Insurance services experience considered an asset, particularly Lloyds of London market experience
• ITIL experience is a bonus
• Azure experience welcome
• Emotional intelligence and flexibility are valuable in this role

Core Competencies

Demonstrates expertise in Incident and Problem Management processes, with a strong focus on operational excellence and continuous service improvement. Proficient in Microsoft SQL Server and capable of effectively communicating technical information to diverse stakeholders.

Highest-signal resume keywords

• Incident Management Process Development
• Microsoft SQL Server Experience
• SQL Query Construction
• Analytical Problem-Solving Skills
• ITIL Knowledge

ATS Optimization Keywords

Hard Skills

• Incident Management
• Problem Management
• SQL Query Construction
• Windows Desktop/Server Environments
• Internet Information Services (IIS)
• Post-Incident Review
• Operational Performance Metrics
• Continuous Service Improvement
• Technical Support
• Azure Experience

Soft Skills

• Effective Communication
• Collaborative Mindset
• Emotional Intelligence
• Flexibility
• Teamwork

Certifications & Qualifications

• ITIL Certification

Industry Keywords

• Insurance Services Experience
• Lloyds of London Market Experience

Tools & Technologies

• Microsoft SQL Server Management Studio
• IIS Application Pools
• Website Bindings
• Server Certificates