Application Support Lead

IT Services; Greater London; On-site; GBP 50,000 - 70,000; Full time

Job summary

A technology solutions provider is seeking an Application Support Lead in Greater London to manage Tier-1 client support and oversee technical issues resolution. This role requires strong troubleshooting skills, particularly in SQL, Java, and Spring development, along with expertise in user interface frameworks like Angular. The ideal candidate will navigate ticketing systems such as Jira and maintain compliance with service level agreements. The position offers a competitive salary ranging from £50,000 to £70,000 annually.

Qualifications

• Strong hands-on experience analysing reported issues and identifying required fixes.
• High-level debugging and troubleshooting skills for applications.
• Experience working with Jira for ticketing and workflows.

Responsibilities

• Act as the first line of escalation for complex issues.
• Monitor and manage tickets to prevent SLA breaches.
• Write automation scripts and monitor applications for outages.

Skills

Troubleshooting user queries

SQL proficiency

Java and Spring knowledge

Familiarity with REST API development

Monitoring tools experience

Angular framework knowledge

Perl scripting expertise

Experience with Jira

Job description

Role Overview. We are looking for an Application Support Lead to build on their existing expertise and take charge of delivering exceptional support experiences for our Tier-1 clients. This is a hands‑on, diverse, and fast‑paced role, serving as the primary escalation point for technical issues, as well as owning troubleshooting, configuration changes, release support, and service improvement. A key aspect of the role is to ensure clients maximise the value of their solutions—advising on best practices, introducing new features, and optimising their usage.

Key Responsibilities

Customer & Incident Management

• Act as the first line of escalation for the Application Support team for complex issues.
• Monitor and manage tickets proactively to prevent SLA breaches.
• Provide high‑quality customer service and technical expertise during incident resolution.
• Deliver accurate and timely updates to customers and internal stakeholders.

Technical & Operational Delivery

• Perform small‑scale changes/fixes, including non‑critical development and testing tasks (up to 5 days).
• Execute production deployments, configuration updates, and environment management tasks.
• Write automation scripts and monitor applications for outages or performance issues.
• Ensure SLA compliance for both incident response and incident resolution.
• Maintain and enhance knowledge bases to support continuous service improvement.

Systems & Licensing Administration

• Oversee Shared IT Services (Office 365, asset management, hosting cost approvals) ensuring compliance and value for money.
• Recommend efficient procurement approaches for Shared Services to optimise performance and cost.
• Manage AWS cloud billing, ensuring correct services and contractual terms are in place; initiate audits where required.
• Handle software licensing contracts—monitoring renewals, usage, under/over‑licensing (e.g., OpenText, Jira).

Leadership & Collaboration

• Line‑manage the Business Support Manager, providing guidance and performance support.
• Manage Office 365 admin licences, including user onboarding/off‑boarding aligned to the User Access Register.
• Participate in project review meetings, demos, client governance meetings, and stakeholder presentations.
• Contribute to root‑cause analysis and technical investigations for high‑severity incidents.
• Review and validate technical usage billing.

Skills & Experience Required

• Strong hands‑on experience analysing reported issues and identifying required fixes or maintenance.
• Expertise in troubleshooting user queries, web applications, and APIs.
• Proficiency in SQL—including writing queries and stored procedures.
• Experience with monitoring tools and preparing operational metrics.
• High‑level debugging and troubleshooting skills for applications.
• Experience in developing applications using BPMS products.
• Strong practical knowledge of Java, Spring, and REST API development.
• Proficiency with frameworks such as Angular.
• Working knowledge across JavaScript, ITIL, MySQL, Oracle, CSS, HTML, and XML.
• Advanced SQL and database troubleshooting skills.
• Strong expertise in Unix and Perl scripting.
• Experience working with Jira for ticketing, workflows, and reporting.

Experience: Required

Employment: Full‑time

Salary: £50,000 – £70,000 yearly

Starting time: Immediate start!

About IT Services:
At Vishva Dakshniah Solutions Limited, we empower enterprises with dependable and customer‑centric IT services, including application support, cloud infrastructure management, and end‑to‑end technology operations.