Platform Support Manager

This is a fantastic opportunity to join our fast-growing Consulting business, working with some of the world's leading financial institutions.

The Platform Support Manager owns the end-to-end support model across Levels 1, 2, and 3 for a critical client platform. Acting as the bridge between the user community, development teams, and third-party providers, this role is accountable for the timely resolution of production issues, continuous improvement through post-incident learning, and effective management of the overall support function.

The role partners closely with Release Management to ensure fixes are deployed through the appropriate channels (hotfix, off-cycle, or full release).

• Triage and manage L1 and L2 incidents, owning user-facing communication and ensuring timely resolution
• Escalate complex issues to development teams or third-party providers where required
• Manage Jira ticket workflows from creation through to resolution and closure
• Lead incident retrospectives, identify root causes, and drive corrective actions
• Collaborate with Release Management to determine the appropriate deployment approach and secure release windows
• Maintain support documentation, runbooks, and operational processes
• Establish a scalable support model that reduces reliance on senior leadership for day-to-day issues

• Proven experience managing a multi-tier (L1 / L2 / L3) application support function within financial services or a regulated environment
• Strong stakeholder management skills, with the ability to balance business and technical priorities
• Hands on experience using Jira for incident and defect management
• Solid understanding of release management processes and their interaction with support functions
• Experience managing third party vendors within an escalation framework
• Strong written communication skills for incident reporting and executive summaries

• Experience with low code/no code workflow platforms (e.g. iQcodex or similar)
• ITIL Foundation or equivalent service management background
• Experience setting up or scaling a support function from scratch

Delta Capita is an equal opportunity employer. We positively encourage applications from suitably qualified and eligible candidates regardless of age, colour, disability, national origin, ancestry, race, religion, gender, sexual orientation, gender identity and/or expression, veteran status, genetic information, or any other status protected by applicable law.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. If you require any reasonable adjustments through your interview process, please use the designated space within the application questionnaire.

This is a fixed-term position located in London with hybrid working.

For this role, a valid working permit for the UK is mandatory.