Support Lead

Job Description

Support Lead – Keep Platforms Running Smoothly

Join our Data and Reporting Platform Delivery team to lead proactive, automation‑first support for business‑critical systems across our Retirement Solutions and Asset Management division. If you’re passionate about operational resilience, incident management, and enabling reliable platforms, this is your opportunity to make a real impact.

Job Type: Permanent

Location:

Hybrid role. All roles are advertised as open to part‑time and job‑share using the statement below.

Flexible working:
All of our roles are open to part‑time, job‑share and other types of flexibility. We will discuss what is important to you and balancing this with business requirements during the recruitment process. You can read more about Phoenix Flex here.

On‑call rota requirement for this role.

Salary and benefits:
Up to £85,000plus discretionary bonus, private medical cover, 38 days annual leave, excellent pension, 12x salary life assurance, career breaks, income protection, 3x volunteering days and much more.

Closing Date: 16th Jan 26

We’re Phoenix Group, we’re a long‑term savings and retirement business. We offer a range of products across our market‑leading brands, Standard Life, Sun Life, Phoenix Life and ReAssure. Around 1 in 5 people in the UK has a pension with us. We’re a FTSE 100 organisation that is tackling key issues such as transitioning our portfolio to net zero by 2050, and we’re not done yet.

About the Role

As Support Lead, you’ll manage a small team of L1/L2 engineers, ensuring responsive and resilient support for applications, data pipelines, and platforms. You’ll work closely with Engineering Managers, Tech Leads, and stream‑aligned teams to embed operational readiness from day one, drive automation, and reduce incidents through preventative measures and continuous improvement.

Key Responsibilities

• Lead day‑to‑day L1/L2 support across asset management platforms.
• Own incident triage, resolution, and stakeholder communication.
• Maintain and improve runbooks, documentation, and knowledge bases.
• Conduct root cause analysis and implement preventative actions.
• Collaborate with delivery teams to embed “built for run” principles.
• Validate monitoring, logging, and alerting before handover.
• Apply Python, SQL, AWS, and Snowflake for troubleshooting and automation.
• Develop tools to improve diagnostics and operational efficiency.
• Act as first point of contact for stakeholders during incidents.
• Mentor support engineers and foster a proactive, automation‑first culture.

What We’re Looking For

• Strong background in L1/L2 support in complex environments.
• Demonstrable experience in asset management, wealth management or investment banking.
• Proficiency in Python and SQL.
• Hands‑on experience with AWS and Snowflake.
• Excellent problem‑solving and stakeholder engagement skills.
• Knowledge of production support best practices and automation tooling.
• Understanding of data pipelines, integrations, and cloud‑native platforms.
• Awareness of compliance and audit requirements.
• Experience leading small support teams and mentoring engineers.
• Degree in Computer Science, Engineering, or equivalent practical experience.
• Familiarity with ITIL and incident/change/problem management.
• Experience with monitoring tools (Cloud Watch, Grafana, Splunk).
• Exposure to agile delivery and financial services workflows.
• Cloud and service management certifications.

We Hire the Whole You

We welcome applicants from all backgrounds. If your experience differs from what’s listed but you believe you can bring value, we’d love to hear from you. Adjustments to the recruitment process are available to help you perform at your best.

Apply early – we’re reviewing applications as they come in.

• Locations: 30 Lothian Rd, Edinburgh, EH1 2DH
  , GB; 20 Old Bailey, London, EC4M 7AN
  , GB;
  Windsor House, Telford, Shropshire, TF3 4NB
  , GB (Hybrid)