• Opportunity to develop and upskill in a financial organization
• Will require strong expertise in .NET, C#, ASP.NET, SQL, SSIS, and SSRS

JOB DESCRIPTION

Our organization is seeking a talented individual to join our 2nd Line Support team as a Senior Application Support Analyst, based in our London City office. Reporting to the Application Support Lead, this role is pivotal in providing comprehensive support for all business applications within our IT portfolio.
Key responsibilities include assisting end users with application-related issues, monitoring applications, performing proactive and reactive maintenance, and driving continuous service improvements. As a customer-facing role, it demands a collaborative team player with a proactive approach to learning and a commitment to delivering timely solutions to complex challenges. Strong communication skills are essential, as you will engage regularly with internal and external cross-functional teams to ensure effective issue resolution and seamless service delivery

SKILLS & EXPERIENCE REQUIREMENTS:

Essential:

• 5 years in Technical Customer Support related role
• Experience of working with 3rd party service providers
• Understanding of Core Service Management concepts - Incident & Problem Management, Change Management, Request Fulfilment etc.
• Experience of using ServiceNow and any other ITSM tools.
• Experience of Windows .Net Framework, including VB.Net, C#, ASP.Net
• Experience in Transact-SQL/MS SQL Server, Visual Studio 2015+
• Proficiency in writing SQL, stored procedures (e.g. PL/SQL code) and working with data in relational databases like DB2, SQL Server
• Experience with MS SQL SSIS/SSRSExperience with use and configuration of Application Monitoring tools
• Client requirement gathering, prioritisation and scoping experience
• Excellent written and verbal communication skills, with emphasis on the ability to express complex technical issues in language suitable for business stakeholders
• Passion for customer service, understands the value of delivering quality service to users

DESIRABLE SKILLS

• ITIL Service Management Certification or equivalent
• Experience of working with outsources, offshore, 3rd party services
• Basic understanding of application design and application security concepts
• Experience of software development on a Microsoft technology stack
• Basic insurance knowledge
• Experience supporting Azure-based applications and familiarity with Azure Monitor, Data Factory and Logic Apps
• Familiarity with Microsoft Cloud technologies - Power Platform, Dataverse, Logic Apps
• Familiarity with Microsoft Dynamics 365
• Experience using SolarWinds for Application Monitoring
• 4-year college education in Computer Science, Engineering or related field, or equivalent experience.

Knowledge Management

• Ensuring knowledge is spread across the team and removing key person dependencies
• Ensures all application support related documents and artefacts are kept up to date and maintained in document repository
• Acting as a coach and mentor to more junior team members

Management of 3rd party support service

• Daily stand-up call with the 3rd party support team
• Ensuring processes have been followed
• Identifying gaps and driving service improvements
• Guiding the team to prioritise Business Critical activities.

Operations & Service Delivery

• Monthly reporting on incidents, requests, and problems
• Building relationships with business stakeholders and end users
• Ticket Analysis to identify recurring issues and propose permanent solutions
• Identification and proposal of automation opportunities in support activities
• Attending weekly CAB, presenting changes to be implemented by the Application Support team Ensuring housekeeping and maintenance tasks are completed on time
• Ensuring SLAs (Service Level Agreements) are met.

Knowledge Management

• Ensuring knowledge is spread across the team and removing key person dependencies
• Ensures all application support related documents and artefacts are kept up to date and maintained in document repository
• Acting as a coach and mentor to more junior team members.