Lead Application Support Manager

Phoenix; City of Edinburgh; Hybrid; GBP 65,000 - 85,000; Full time

Job summary

A major financial services company is seeking a Lead Application Support Manager to oversee the operational delivery of IT services. Located in Edinburgh, you will manage a team in support of applications across cloud platforms, ensuring exceptional customer service and best practices. This role offers a competitive salary of £65,000 - £85,000 plus benefits including bonuses, private medical cover, and flexible working arrangements.

Benefits

16% bonus

Private medical cover

38 days annual leave

Income protection

Qualifications

• Experience in modern IT delivery practices and transitioning to this model.
• Troubleshooting Windows operating systems and application deployment.
• Previous application support or 2nd/3rd Line IT support experience.

Responsibilities

• Ensure applications are supported to a high standard.
• Act as a conduit between support levels and technical teams.
• Contribute to service improvement initiatives.

Skills

Cloud hyperscalers knowledge (Azure, AWS)

Scripting (Powershell)

SQL and Oracle DB skills

Education

IT related qualification (MCP/CompTIA/AWS/Azure)

Tools

Salesforce

Oracle HR & Finance

Postman

Job description

Overview

Job Description
We have an incredible opportunity to join us here at Phoenix Group as a Lead Application Support Manager to join our Engineering and Delivery team.

Job Type: Permanent

Location: This could be based in either our Telford, Birmingham or Edinburgh offices with time spent working in the office and at home.

Flexible working: All of our roles are open to part-time, job-share and other types of flexibility. We will discuss what is important to you and balancing this with business requirements during the recruitment process. You can read more about Phoenix Flex here.

Closing Date: 17/09/2025

Salary and benefits: £65,000 - 85,000 plus 16% bonus and up to 32%, private medical cover, 38 days annual leave, excellent pension, 12x salary life assurance, career breaks, income protection, 3x volunteering days and much more

Who are we? We want to be the best place that any of our 6,600 colleagues have ever worked. We’re Phoenix Group, we’re a long-term savings and retirement business. We offer a range of products across our market-leading brands, Standard Life, SunLife, Phoenix Life and ReAssure. Around 1 in 5 people in the UK has a pension with us. We’re a FTSE 100 organisation that is tackling key issues such as transitioning our portfolio to net zero by 2050, and we’re not done yet.

The role At Phoenix Group, we’re really proud of bringing together organisations with long and successful histories to support us in our growth journey. We’re currently recruiting for a Lead Application Support Manager to join our Cloud Team to lead the successful operational delivery of one or more IT services to meet business and customer demands.

Supporting the day-to-day delivery of applications the L2 Application Support team are responsible for support of custom applications in Azure, AWS and on-prem platforms. Ensuring we deliver exceptional customer service consistently. To actively contribute to the operational effectiveness of the Application Support function, progressing and delivering SIP opportunities whilst adhering to best practice and always ensure process and control adherence.

Key Responsibilities

• Ensure all applications are supported to a high standard and incidents, requests and problems are updated and resolved within a timely manner, within agreed SLA’s/OLA’s
• Acting as a conduit between L1 desk, other application support / platform teams, core platform teams (e.g. Cloud, Integration, Salesforce) and 3rd party providers
• Contributes ideas and effort towards the development and delivery of service improvement initiatives and related Business Application Support projects
• Supporting 3rd Party Business applications and ensuring alignment to security policies ensuring that there is no vulnerability to the estate
• Support live releases for all business applications, displaying a degree of flexibility to perform during agreed release windows, which may include evenings and weekends
• Maintaining up to date in-depth technical knowledge in one or more specialist areas
• Providing technical understanding to less experienced colleagues however without line management responsibility
• Communicating complex technical solutions effectively to a variety of stakeholders
• Building effective relationships with a range of stakeholders including with sourcing partners

What We’re Looking For

• Deep knowledge of Cloud hyperscalers (Microsoft Azure, AWS) and ideally major SaaS solutions (Salesforce and Oracle HR & Finance)
• IT related qualification (MCP/Comp TIA/AWS/Azure)
• Website Portal experience – Rackspace, ORDS, OKTA, Postman, AWS Cloudwatch/Secrets/ECS
• Knowledge of Certification and related security standards
• Scripting skills, with technology such as Powershell
• Strong SQL and Oracle DB skills

Essential

• Experience of ‘modern’ IT delivery and engineering practices, i.e. Platform and Product based organisations – ideally having experience of transitioning to this model from more traditional ways of working
• Installing/troubleshooting windows operating systems, deploying/packaging applications.
• Installing/troubleshooting and supporting a wide range of systems and applications.
• Previous application support or 2nd/3rd Line IT support experience essential preferably within a large multi-site environment

Desirable

• Experience with automation and self-service deployment of secure & scalable solutions
• Risk management - understanding of the delivery risks faced by IT delivery and the controls in place to manage & mitigate these risks
• Experience of key automation and other ‘enabling’ tooling, including but not limited to Infrastructure as Code (Terraform, CDK), Observability (Dynatrace, Splunk) and DevSecOps toolchain (Atlassian Jira & Confluence, Github Enterprise, Artifactory)

We Want To Hire The Whole Version Of You. We are committed to ensuring that everyone feels accepted and welcome applicants from all backgrounds. If your experience looks different from what we’ve advertised and you believe that you can bring value to the role, we’d love to hear from you.

If you require any adjustments to the recruitment process, please let us know so we can help you to be at your best.

Please note that we reserve the right to remove adverts earlier than the advertised closing date. We encourage you to apply at the earliest opportunity.

Find out more about

• Guide for Candidates: thephoenixgroup.pagetiger.com/guideforcandidates
• Find or get answers from our colleagues: www.thephoenixgroup.com/careers/talk-to-us