Hybrid Senior Application Support Manager (2nd/3rd Line)

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

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