Business Application Support Manager

Docosoft Ltd.; Greater London; Hybrid; GBP 50,000 - 90,000; Full time

Job summary

Join a dynamic and growing team as a Business Application Support Manager in London. In this hybrid role, you will lead a team of support engineers, ensuring exceptional service delivery while driving continuous improvement in incident management processes. With a focus on the London insurance market, you will have the opportunity to impact business growth and enhance your skills in a collaborative environment. This role offers a competitive pay and benefits package, including a private pension, bonus scheme, and flexible working arrangements. If you're passionate about technology and client satisfaction, this is the perfect opportunity for you.

Benefits

Private pension

Bonus scheme

Private health

Life assurance

Flexible working

25 days annual leave

Qualifications

• 6+ years of experience in application support, preferably in the London Insurance Market.
• Strong analytical and communication skills are essential for this role.

Responsibilities

• Lead a team of support engineers to ensure outstanding service delivery.
• Drive continuous improvement in incident management processes.
• Maintain metrics to demonstrate operational performance.

Skills

Customer satisfaction principles

MS SQL Server

Windows desktop/server environments

IIS and Windows Scheduled tasks

Remote Access Software (e.g., RDP, Citrix)

PAM solutions (e.g., CyberArk)

Analytical skills

Communication skills

Client Facing Role

ITIL Experience

.Net Coding

Azure experience

Education

University degree

Tools

Microsoft SQL Management Studio

Remote Access Software

CyberArk

Job description

Business Application Support Manager - London (Hybrid)

The Support team are critical to the successful long-term relationship between DOCOsoft and our clients and are key members of the wider DOCOsoft team. Our Business Application Support Lead will be responsible for managing a team of support engineers. On a day-to-day basis you will be responsible for troubleshooting and resolving complex issues, and monitoring and measuring the success of the incident management process, all the while working with the team to deliver outstanding service to our customers.

Who we are:

DOCOsoft is a leading software and services provider to Lloyd’s of London and the broader London insurance market. Since our foundation, we have grown to become one of the leading insurance software specialists in the London Insurance Market. We are a growing team of over 80 colleagues based in London, Dublin, Tokyo, Portugal, Spain, India, and Poland. DOCOsoft aspires to be a market leader in the technology sector, and we are always looking for new ways to approach projects or improve existing content.

Here’s what we have to offer:

• The opportunity to impact our growing business - everyone’s contribution matters!
• A team environment that is focused on the creation and delivery of great products for our clients.
• Exciting challenges to grow and enhance their skills.
• A competitive pay and benefits package (private pension, bonus scheme, private health, life assurance, flexible working, 25 days annual leave).

Responsibilities:

• Lead and manage a team of business application support engineers including performance reviews, goal setting, and regular 1-1s.
• Drive continuous service improvement to work towards achieving operational excellence.
• Continue to develop robust Incident management processes that will enable effective management of our customers from an Incident & Problem perspective.
• Participate in planning, estimation, and review activities to enhance service delivery.
• Maintain up-to-date knowledge of the latest technologies and best practices in application support.
• Take the lead in incident resolution to ensure a responsive service.
• Ensure support issues are resolved within the contractual SLAs.
• Resolution of system messaging issues.
• Perform post-incident reviews.
• Maintain a set of metrics and reporting to demonstrate the operational performance of the Incident & Problem Management processes.
• Educate the teams on best practice for Incident & Problem Management.
• Drive innovation and quality to improve overall operational efficiency.
• Effective communications and stakeholder management to drive overall operational excellence.
• Engaging with Development and Quality Assurance Teams on Support issues.
• Providing support to account management teams.

Key Skills/Qualifications:

• University degree plus at least 6 years of relevant work experience.
• London Insurance Market Experience is preferred.
• Knowledge of customer satisfaction principles.
• Experience with MS SQL Server in a production environment, including sound knowledge of constructing SQL queries including competency with Microsoft SQL Management Studio.
• Practical knowledge of the Windows desktop/server environments.
• Knowledge of IIS and Windows Scheduled tasks.
• Comfortable using Remote Access Software e.g. RDP, Citrix.
• Comfortable using PAM solutions e.g. CyberArk.
• Well-developed analytical skills, quantitative, and problem-solving skills.
• Excellent verbal and written communication skills.
• The ability to communicate technical information in a non-technical language to users. Be able to pick up and interpret technical information quickly.
• Comfortable in a Client Facing Role, with the ability to join regular Service Desk Review meetings with Clients.
• ITIL Experience a bonus.
• Knowledge of .Net Coding an advantage.
• Azure experience welcome.

Equal Opportunity Employer

DOCOsoft is committed to building an inclusive and diverse team that represents a variety of backgrounds, experiences, and perspectives. We welcome applications from all suitably qualified candidates, and do not discriminate on the grounds of race, religion, gender, marital or family status, age, disability, sexual orientation, membership of the travelling community or any other basis as protected by applicable law. Should you require reasonable accommodations during any stage of the recruitment process, please let us know.