Lead Application Support Analyst

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Founded in 1861, we're the UK's largest mutual life, pensions and investment company. Our award-winning customer service and our mutuality means we can give customers that little bit more, and you can trust us to be there for you when it counts.

What will you be doing

Provide advice and guidance to less experienced colleagues where required.

Liaise with systems development staff or software suppliers on the development of system enhancements to overcome known problems or further fulfil user requirements.

Accept new releases of applications software from systems development staff or software suppliers.

Receive and log requests for support from service delivery staff and/or users.

Prioritise requests in accordance with agreed criteria and initiates action to resolve problems in systems and services within own area of competence.

Resolution may include: making modifications to customer or application data, modifying system parameters, developing workarounds, changing operating procedures, or escalating to systems development staff or 3rd party suppliers. 

Ensure all work is carried out and documented in accordance with required standards, methods and procedures.

Support service level management in monitoring the impact of problems on agreed service levels.

Facilitate recovery, following resolution of incidents. Documents and closes resolved incidents according to agreed procedures.

Identify and champion potential improvements to processes, ensuring risk controls and change processes are followed when implementing improvements. 

Will work closely with Project teams to ensure safe transition of solutions into production.

Collaborate closely with other members of the team.

Will input to the setting of objectives for other Application Support Analysts.

May have people management responsibility for circa 5 people.

Will be a role model for the Spirit of Royal London values.

Contributes to the Application Services practice by sharing ideas and experience.

What we're looking for

Can manage own workload whilst scheduling and allocating work to other developers.

Ability to lead a team.

Strong analytic and problem solving skills.

Good knowledge of the software and hardware platforms underpinning the live business applications for a business unit.

Good understanding of business environment where these applications are in use.

Excellent communication skills and ability to describe technical information with business users.

Awareness of the full software development lifecycle.

Skills that will help you in the role

Application Support (ASUP) to SFIA level 4 or higher

Data Analysis (DTAN) to SFIA level 3 or higher

Problem Management (PBMG) to SFIA level 4 or higher

Incident Management (USUP) to SFIA level 4 or higher

Performance Management (PEMT) to SFIA level 4 or higher