Senior Application Support Analyst

LexisNexis Risk Solutions; England; On-site; GBP 40,000 - 60,000; Full time

Job summary

A leading company is looking for a Senior Application Support Analyst in Surrey. The ideal candidate will be responsible for ensuring the reliability of customer-facing systems, communicating effectively with stakeholders, and leading efforts to resolve production issues. Candidates should have experience in application support, especially in customer-facing roles, with a focus on strong communication and technical skills like UNIX/Linux and Windows Server. Join a supportive team dedicated to delivering high-quality service and continuous improvement.

Qualifications

• Experience in application support roles, ideally customer-facing.
• Knowledge of incident, change, and problem management.
• Familiarity with batch processing and data interfaces.

Responsibilities

• Lead resolution of high-impact production issues.
• Manage full support process from detection to resolution.
• Enhance documentation and knowledge-sharing.

Skills

Strong communication skills

Attention to detail

Customer-focused mindset

Proactive problem-solving

Experience with UNIX/Linux

Experience with Windows Server

Experience with automation

Education

ITIL Certification

Linux Certification

Cloud platforms (e.g., AWS, Azure)

Tools

JIRA

ServiceNow

Job description

Senior Application Support Analyst page is loaded

Senior Application Support Analyst

Apply locations Surrey time type Full time posted on Posted Yesterday job requisition id R95781

About the Company

At ICIS, our mission is to optimize the world's resources. We help companies make strategic, sustainable decisions by bringing transparency to markets across the world. We create a comprehensive view of commodities markets, providing companies with the data and intelligence to successfully navigate across global value chains every day. Our customers benefit from instant access to price assessments, reports and forecasts, a dedicated news channel and supply and demand data. You can learn more about ICIS at the link at: https://www.icis.com/explore .

About the Team

You’ll be part of a team that values reliability — not just in our systems, but in how we support one another and communicate. We’re committed to providing a smooth, transparent, and supportive experience for our customers, especially when challenges arise. In this role, your attention to detail, empathy, and clear communication will have a meaningful impact every day.

About the Role

We’re looking for a Senior Production Support Analyst to help ensure the reliability and responsiveness of our customer-facing systems. This role is about more than technical troubleshooting — it’s about delivering a thoughtful, effective support experience for both internal and external stakeholders.

Responsibilities

• Lead the resolution of high-impact production issues with a focus on minimizing customer disruption.
• Act as a key escalation point, ensuring clear, respectful communication with stakeholders throughout the incident lifecycle.
• Manage the full support process — from issue detection to resolution and root cause analysis — and drive improvements to prevent recurrence.
• Collaborate with product, engineering, and service teams to deliver seamless support.
• Communicate clearly and empathetically across all levels of the organization.
• Enhance documentation, workflows, and knowledge-sharing to support self-service and transparency.
• Monitor and report on service quality metrics, using insights to improve performance.

Requirements

• Experience in production or application support, ideally in customer-facing environments.
• Strong communication skills, with the ability to explain technical issues to non-technical audiences.
• Experience with UNIX/Linux and Windows Server environments.
• Understanding of incident, change, and problem management processes.
• A proactive, customer-focused mindset with strong organizational skills and attention to detail.
• Familiarity with tools like JIRA or ServiceNow.
• Certifications in ITIL, Linux, or cloud platforms (e.g., AWS, Azure).
• Experience with batch processing, data interfaces, or monitoring tools.
• Exposure to automation or scripting.

Learn more about the LexisNexis Risk team and how we work

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At LexisNexis Risk Solutions, our businesses span multiple industries providing customers with innovative technologies, information-based analytics, decisioning tools and data management services that provide market-specific solutions. Approximately 11,100 employees in offices throughout the world support our brands by serving customers in more than 180 countries.

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LexisNexis Risk Solutions is part of RELX, a global provider of information and analytics for professional and business customers across industries. For more information, please visit www.risk.lexisnexis.com and www.relx.com .