Field Operations Technical Support Manager

Tiger Resourcing Group; Slough; Hybrid; GBP 65,000 - 90,000; Full time

Job summary

Tiger Resourcing Group is seeking an experienced Application Support Manager to lead 2nd and 3rd line application support within a complex enterprise technology environment. The role is based in London with hybrid working, and on a 12-month fixed-term contract.

You will manage major incidents, oversee problem management, drive service performance against KPIs, and work closely with engineering, infrastructure and business stakeholders to ensure a high-quality, available and resilient set of

Qualifications

• Experience leading Application/Technical/Production Support teams.
• Proven track record in 2nd and 3rd line support within complex environments.
• Experience managing major incidents and root-cause analysis.
• Knowledge of incident, problem and change management processes.
• Experience in KPI and SLA driven service environments.
• Strong people leadership and stakeholder management skills.
• Analytical mindset with problem-solving abilities.

Responsibilities

• Lead and develop a team delivering 2nd and 3rd line application support.
• Ensure availability, performance and reliability of business-critical applications.
• Act as senior escalation point for complex issues and major incidents.
• Oversee incident, problem management, root cause analysis and service recovery.
• Monitor performance against KPIs and SLAs.
• Drive continuous improvement across support processes and tooling.
• Collaborate with engineering, infrastructure, service management and business teams.
• Support application upgrades and releases; manage operational readiness.
• Manage workload planning and team performance; report on trends and risks.
• Build relationships with internal stakeholders and third-party suppliers.

Skills

Team leadership

2nd/3rd line support

Incident management

KPI/SLA management

Stakeholder management

Analytical/problem solving

Operational delivery

Tools

ITSM tooling

Monitoring & alerting

Ticketing systems

Job description

Application and Hardware Support Manager

London | Hybrid Working

12-Month FTC

The Opportunity

An exciting opportunity has arisen for an experienced Application Support Manager to lead the delivery of application support services within a complex enterprise technology environment.

This role is responsible for the leadership of a multidisciplinary team delivering 2nd and 3rd Line Application Support, ensuring the stability, availability, and performance of business-critical systems.

You’ll play a key role in managing service performance, driving operational improvements, overseeing major incidents, and working closely with technical and business stakeholders to ensure a high-quality support service.

Key Responsibilities

• Lead and develop a team providing 2nd and 3rd Line Application Support services.


• Ensure the availability, performance, and reliability of business-critical applications.


• Act as the senior escalation point for complex technical issues and major incidents.


• Oversee incident management, problem management, root cause analysis, and service recovery activities.


• Monitor service performance against agreed KPIs and service levels.


• Drive continuous improvement initiatives across support processes, tooling, and operational practices.


• Work closely with engineering, infrastructure, service management, and business teams to ensure effective service delivery.


• Support application upgrades, releases, enhancements, and operational readiness activities.


• Manage workload planning, resource allocation, and team performance.


• Produce regular reporting on service performance, trends, risks, and improvement opportunities.


• Build strong relationships with internal stakeholders and third-party suppliers.

Skills & Experience

• Proven experience leading Application Support, Technical Support, Production Support, or IT Operations teams.


• Strong background managing 2nd and 3rd Line Support functions within a complex environment.


• Experience managing major incidents and driving issue resolution through to root cause.


• Knowledge of incident, problem and change management processes.


• Experience operating within KPI and SLA-driven service environments.


• Strong people leadership and stakeholder management skills.


• Excellent analytical and problem-solving abilities.


• Ability to balance operational delivery with continuous improvement initiatives.

Desirable Experience

• Experience supporting customer-facing or enterprise-scale applications.


• Familiarity with ITIL-based service management principles.


• Experience with monitoring, ticketing, and service management platforms.


• Exposure to highly available, business-critical systems environments.


• Experience supporting digital transformation, application modernisation, or large-scale technology programmes.