Technical Application Support Specialist

In this hands‑on role, you'll be working across a variety of technologies to support live service, drive operational excellence, and contribute to continual improvement across the platform. You'll work closely with engineering teams on and offshore, influence backlog priorities, help prevent repeat incidents, and support change delivery in a complex, fast‑paced environment. This is a fantastic opportunity for someone who thrives in a production‑focused environment, enjoys problem solving, and brings real, practical experience across application support tooling, performance tuning, and service management.

In addition, the team is responsible for maintaining 24/7 support for the platform. While we operate a rota to ensure reliable out of hours coverage, participation in the on‑call schedule is optional for this role and available to colleagues who wish to take part.

• Support incident, problem and change delivery processes across the Financial Wellbeing Platform
• Assess and triage live service issues, ensuring timely restoral and minimising customer impact
• Identify trends, root causes, and preventative measures, contributing to the problem portfolio
• Create MI and insights to support lab and value‑stream leadership
• Prioritise defect fixes based on risk and impact
• Communicate service risks and impacts to engineering leads and product owners
• Provide impact analysis for production change and support planning/scheduling of releases
• Maintain awareness of all upcoming changes across supported platform areas
• Challenge engineering solutions to ensure alignment with quality and resilience standards
• Support SLA adherence and overall operational excellence

We know people bring different strengths but for this role, hands‑on technical experience is essential. We're looking for people who can apply their knowledge directly in a production environment.

• Proven experience in application support and/or data engineering within a complex production environment
• Strong customer focus, ensuring reliability and operational performance of systems
• Experience collaborating with onshore and offshore engineering teams across multiple platforms
• Ability to manage and contribute to a balanced service backlog, including restoral actions and post‑incident improvements
• Solid problem‑solving skills, with experience in incident triage, impact assessment, escalation, and risk articulation
• Hands‑on experience using monitoring and support tools such as Dynatrace, Git Hub Enterprise (GHE), Urban Code Deploy (UCD), and Service Now
• Effective communicator, able to influence and build relationships across varied technical and business stakeholders
• Comfortable constructively challenging decisions and explaining technical rationale
• Adaptable – able to work effectively in different teams, labs and delivery models
• Continuous learner with curiosity and appetite to grow
• Analytical mindset, able to interpret incident data, identify patterns, and propose improvements
• Organisational awareness and ability to navigate complex operational structures

• Experience managing application portfolios including configuration, currency, and risk management
• Ability to influence multiple product teams to modernise and automate application landscapes
• Practical experience with:
  • Linux
  • Scheduling tools
  • Web Sphere
  • SQL Server
  • Mainframe
  • Google Cloud Platform (GCP)
• Experience in application and SQL Server performance tuning, including triage using Dynatrace full‑stack and Sentry One
• Scripting capability using Bash, Shell, Python or Power Shell
• Awareness of Dev Ops tool chains, pipelines and cloud deployment approaches
• Interest in emerging technologies (AI/ML, automation, Dev Ops evolution)

• Stakeholder management skills with ability to gather information, influence decisions and negotiate outcomes
• Background in IT operations or support with strong awareness of production environments and system architecture
• Understanding of production testing approaches and pre‑release readiness
• Knowledge of the Financial Wellbeing business area (advantageous but not essential)
• Strong risk management awareness including…