Senior Application Support

Location: Glasgow
Hybrid Working
Salary: £60-£65K

How would you like to work in a dynamic and international organization, taking the place of the technical lead for the firms Applications Support function?

Position Overview:
As an Applications Support Specialist, you will play a crucial role in the day-to-day operational support of the firm's application portfolio (Circa 80 Apps). You'll collaborate with software vendors, internal teams, and stakeholders to manage escalated and challenging tickets, conduct technical analyses, and contribute to projects that enhance The IT solutions. Your responsibilities will include troubleshooting, maintaining system health, providing training, and contributing to continuous service improvement.

Key Responsibilities:

• Resolve escalated and problematic tickets by collaborating with software vendors and internal teams.
• Provide hands-on training to enhance the capabilities of the Global Customer Service teams.
• Conduct deep-dive technical analysis to identify and resolve system problems, adhering to incident and problem management processes.
• Monitor applications to ensure optimal performance, stability, and functionality.
• Create and update documentation, including run books and support guides, to streamline processes.
• Collaborate with vendors and partners to ensure system uptime and performance.
• Participate in on-call rotations and out-of-hours maintenance, following the Change Management process.
• Contribute to resource planning, providing workload estimates and insights to management.
• Stay updated on current and upcoming technologies, participating in projects, and ensuring seamless service transitions.
• Act as a subject matter expert, both internally and when collaborating with vendors, Global Customer Support, and Project Teams.
• Create, review, and update Knowledge Base (KB) articles for consistent system support.
• Participate in small BAU systems upgrades and replacements.
• Assist in maintaining and periodically reviewing IT Disaster Recovery plans, including testing.
• Communicate effectively with other teams and management, sharing knowledge and insights.

Essential Skills & Experience:

• Strong analytical skills and ability to troubleshoot complex technical issues.
• Proactive approach to problem-solving and taking ownership of solutions.
• Effective communication skills, both written and verbal, with the ability to present information persuasively.
• Proficiency in collaborating with peers and other teams, demonstrating teamwork and adaptability.
• Knowledge of various technologies, with expertise in at least one area or system.
• Familiarity with system maintenance, monitoring, and administration.
• Experience working with vendors and partners to ensure system performance.
• Ability to contribute to solution design and architecture processes.
• Comfortable with participating in Proof of Concepts (POCs) to evaluate and recommend technologies.
• Experience with specific technologies, such as Active Directory, Windows Server OS, SQL DBA, troubleshooting, MS Office Apps & integrations, HR systems, marketing systems, mobile & web applications, and cloud-based systems, CRM Systems, API Integration.