Application Support Manager

Just Group plc; London; Hybrid; GBP 50,000 - 80,000; Full time

Job summary

An established industry player is seeking an Application Support Manager to oversee application stability and performance within their Retail Technology division. This pivotal role involves managing support teams, refining processes, and driving excellence for SaaS and in-house applications. You will collaborate closely with TechOps and IT teams to ensure seamless service delivery while contributing to modernizing the technology stack. If you are passionate about technology and looking to make a significant impact, this opportunity is perfect for you.

Benefits

Competitive salary

Pension

Life assurance

25 days annual leave plus birthday off

Private medical cover

Income protection

Annual bonus scheme

Career progression opportunities

Access to Headspace app

Employee Assistance Helpline

Qualifications

• Proven leadership in Application Support, ideally in Financial Services.
• Technical expertise in Microsoft technologies and cloud services.
• Experience managing incidents and leading cross-functional teams.

Responsibilities

• Manage end-to-end support for critical applications and meet SLAs.
• Lead resolution and root cause analysis for application incidents.
• Collaborate with teams to facilitate change and improve services.

Skills

Application Support Leadership

C#

VB.NET

SQL

IIS

.NET Core

Azure

Docker

React

REST APIs

SOAP

ITIL v4

Dynatrace

Azure Application Insights

ServiceNow

JIRA

Azure DevOps

Problem-Solving

Communication

Security Best Practices

Education

ITIL v4 Certification

Degree in Computer Science or related field

Tools

Dynatrace

Azure Application Insights

ServiceNow

JIRA

Azure DevOps

Job description

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Who are Just?

We’re a FTSE 250 Financial Services company specialising in retirement solutions. Our world is evolving rapidly, with our defined benefit buy-in/buy-out space growing annually, and we continue to expand with over £4bn of assets added each year.

Date Posted: 02/05/2025
Location: London
Job Type: Full time
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Application Support Manager

Full Time - 35 hours

London – hybrid

We are a purpose-driven company with clear, credible goals. Our mission is to help people achieve a better later life through innovative products, services, financial advice, and guidance, ensuring security, certainty, and peace of mind in retirement.

Purpose

As the Application Support Manager, you will oversee the stability and performance of applications within our Retail Technology division. Your role involves managing support teams, refining support processes and tools, and driving service excellence for our SaaS, in-house, and third-party applications. You will work closely with TechOps, IT Service Desk, Engineering, and Business teams to ensure seamless service delivery and contribute to modernizing our technology stack.

Key Responsibilities

1. Own Application Support Lifecycle: Manage end-to-end support for critical applications, meeting SLAs and availability targets.
2. Incident & Problem Management: Lead resolution and root cause analysis for all retail application incidents, including major issues.
3. Escalation & Crisis Leadership: Act as the escalation point during major incidents and provide guidance during outages.
4. Stakeholder Collaboration: Work with business, development, and infrastructure teams to address pain points and facilitate change and release processes.
5. Vendor Oversight: Manage third-party vendor performance and ensure accountability.
6. Service Monitoring & Metrics: Define and monitor KPIs, dashboards, and metrics to evaluate support quality and team performance.
7. Proactive Monitoring: Implement proactive detection and prevention strategies for incidents.
8. Continuous Improvement: Lead ongoing enhancements in support processes, tools, and technologies.
9. Documentation Management: Ensure documentation for retail applications is complete and up-to-date.
10. Bug Fixes & Security: Oversee bug resolution and security improvements.
11. Reporting: Provide regular performance and service reports to the Retail Engineering Director.

Skills & Experience

• Proven leadership in Application Support, ideally within Financial Services or regulated industries.
• Technical expertise in Microsoft technologies: C#, VB.NET, SQL, IIS, .NET Core.
• Experience with cloud and containerization: Azure, Docker, AKS.
• Familiarity with web technologies: React, REST APIs, SOAP.
• Experience managing P1/P2 incidents, impact analysis, root cause investigations, and change coordination.
• ITIL v4 certification or similar is preferred.
• Hands-on experience with monitoring tools like Dynatrace or Azure Application Insights.
• Proficiency with service management platforms: ServiceNow, JIRA, Azure DevOps.
• Strong leadership and collaboration skills, with experience managing cross-functional teams.
• Excellent problem-solving and communication skills, capable of translating technical info for non-technical audiences.
• Understanding of enterprise security best practices and vulnerability mitigation.

Company Benefits

• Competitive salary, pension, and life assurance.
• 25 days annual leave plus your birthday off.
• Private medical cover and income protection.
• Annual bonus scheme based on performance.
• Career progression opportunities.
• Access to Headspace app, Employee Assistance Helpline, and health first aiders.
• Additional benefits via our online portal.

Why Just?

We are committed to sustainability and reducing emissions, aiming for Net Zero by 2025 for scope 1 and 2, and by 2050 for scope 3. We prioritize diversity, equity, and inclusion, participating in initiatives like the Race at Work Charter and supporting employee networks for underrepresented groups. We care deeply about our customers, environment, and each other.