The role will have the responsibility to ensure all active solutions are compliant to required process and audit standards, will manage all incidents and changes at Level 2 and Level 3 support layers, effectively resolving issues, and ensuring changes are deployed with minimal impact to the business. The ideal candidate will collaborate closely with the solution architecture, software development & QA teams to foster a streamlined and efficient response to incidents and changes whilst driving learnings into existing and new solutions built. Qualifications and Skills: 3 years+ experience in leading a software application support function within a Level 2/3 capacity. Previous experience as a Software Developer or working within a Software development team Extensive hands-on experience in supporting and managing software applications in production environments. Certification in ITIL (minimum ITIL Foundation; Intermediate or Expert Level preferred). Advanced troubleshooting skills for diagnosing software issues, including log analysis, database querying, performance monitoring, security monitoring Proficiency in tools such as ServiceNow, Jira, Splunk, and Application Performance Monitoring (APM) tools. Strong understanding of software development lifecycle (SDLC), application architecture, and systems integration. Ability to script and automate repetitive tasks (e.g., bash, PowerShell, Python). Experience with cloud technologies (AWS, Azure, GCP) and containerization platforms (Docker, Kubernetes) is a plus. Key Responsibilities: Drive an AI first Platform support culture driving high focus on support automation Manage software application-related incidents at a Level 2 and 3, ensuring troubleshooting and resolution within agreed service levels (SLAs) is performed Manage MIM, Stakeholder communications and Escalation management as required when Incidents occur to ensure communication is at a high standard. Collaborate with development teams to perform detailed root cause analysis (RCA) for complex or recurring application issues, implementing corrective actions to prevent reoccurrence. Monitor application performance, logs, and alerts to proactively identify and mitigate potential issues. Document incident resolution processes and update knowledge bases with an AI automation mindset to empower teams with improved first-time fixes. Communicate incident status, impact, and resolution progress clearly to business stakeholders and management, ensuring alignment across the Software Delivery Team. Implement standard KPIs, dashboards and reporting (MTTR, change success rate, SLA/OLA compliance, knowledge usage) and run regular reviews to drive continuous improvement. Manage and oversee application changes within the Software Delivery Team, ensuring thorough assessment, planning, testing, and deployment of updates, patches, and feature releases. Perform post-implementation reviews (PIR) to identify successes, failures, and areas for improvement. Perform regular Audit compliance health checks of platforms supported to ensure relevant support compliance are maintained pro-actively (Support Matrix, Access, Process & Documentation, Logging & Monitoring & Solution Activity)
