_{11th November, 2024}

Application Support Lead
Role: Application Support Lead
Industry: FinTech
Location: London, hybrid
  
Main function: Manage and Provide advanced production support for a leading FinTech company, resolving complex issues and enhancing application performance.
  
What You’ll Focus On:

• Quickly learn about key systems, processes and support tooling across application stacks to be able to guide juniors on the team
• Manage complex technical issues from analysis through to resolution.
• Manage the incident process, including running incidents and post mortems with multiple senior stakeholder across technology, client and product teams. Implement proactive measures to reduce recurring incidents and minimise service disruptions.
• Create and analyse metrics to identify trends, common root causes and areas for improvement.
• Drive the creation maintenance of the knowledge base to assist the support team.
• Assist the Head of Technical support with managing the team and resolving complex technical
• issues. Provide regular status updates to the Head of Technical support on issues.
• Investigate and resolve complex production issues (Levels 2 and 3).
• Prioritise tasks, work independently, and collaborate with other teams.
• Triage tickets, respond to client queries, and onboard new services.
• Automate processes, implement permanent fixes, and improve monitoring systems.
• Ensure continuous data monitoring and support product improvements.
• Document new products for a smooth handover to the support team.
• Lead incident review meetings and manage problem-solving activities.
• Coordinate with the Tech Support Lead and provide out-of-hours support.

• Degree in Computer Science or a related field.
• Strong Linux and SQL skills, with experience in scripting or programming.
• Incident management experience in a fast-paced environment.
• Ability to manage complex systems, prioritise issues, and communicate effectively during incidents.
• Familiarity with encryption, file transfer protocols, and networking.
• Willingness to work out of hours and interact confidently with clients.
• Experience with monitoring tools.

• Collaborative Culture: We support each other to grow and succeed in a meritocratic environment.
• Flexible Work: Modern tools and flexible working arrangements, including remote work options.
• Industry Leader: Join a globally recognised FinTech company trusted by 120+ financial institutions.
• Career Growth: Opportunities for advancement and skill development within a growing company.
• Comprehensive Benefits: Competitive salary, life assurance, income protection, and pension.