Application Support Lead

Role Overview. We are looking for an Application Support Lead to build on their existing expertise and take charge of delivering exceptional support experiences for our Tier-1 clients. This is a hands‑on, diverse, and fast‑paced role, serving as the primary escalation point for technical issues, as well as owning troubleshooting, configuration changes, release support, and service improvement. A key aspect of the role is to ensure clients maximise the value of their solutions—advising on best practices, introducing new features, and optimising their usage.

• Act as the first line of escalation for the Application Support team for complex issues.
• Monitor and manage tickets proactively to prevent SLA breaches.
• Provide high‑quality customer service and technical expertise during incident resolution.
• Deliver accurate and timely updates to customers and internal stakeholders.

• Perform small‑scale changes/fixes, including non‑critical development and testing tasks (up to 5 days).
• Execute production deployments, configuration updates, and environment management tasks.
• Write automation scripts and monitor applications for outages or performance issues.
• Ensure SLA compliance for both incident response and incident resolution.
• Maintain and enhance knowledge bases to support continuous service improvement.

• Oversee Shared IT Services (Office 365, asset management, hosting cost approvals) ensuring compliance and value for money.
• Recommend efficient procurement approaches for Shared Services to optimise performance and cost.
• Manage AWS cloud billing, ensuring correct services and contractual terms are in place; initiate audits where required.
• Handle software licensing contracts—monitoring renewals, usage, under/over‑licensing (e.g., Open Text, Jira).

• Line‑manage the Business Support Manager, providing guidance and performance support.
• Manage Office 365 admin licences, including user onboarding/off‑boarding aligned to the User Access Register.
• Participate in project review meetings, demos, client governance meetings, and stakeholder presentations.
• Contribute to root‑cause analysis and technical investigations for high‑severity incidents.
• Review and validate technical usage billing.

• Strong hands‑on experience analysing reported issues and identifying required fixes or maintenance.
• Expertise in troubleshooting user queries, web applications, and APIs.
• Proficiency in SQL—including writing queries and stored procedures.
• Experience with monitoring tools and preparing operational metrics.
• High‑level debugging and troubleshooting skills for applications.
• Experience in developing applications using BPMS products.
• Strong practical knowledge of Java, Spring, and REST API development.
• Proficiency with frameworks such as Angular.
• Working knowledge across JavaScript, ITIL, MySQL, Oracle, CSS, HTML, and XML.
• Advanced SQL and database troubleshooting skills.
• Strong expertise in Unix and Perl scripting.
• Experience working with Jira for ticketing, workflows, and reporting.

Experience: Required

Employment: Full‑time

Salary: £50,000 – £70,000 yearly

Starting time: Immediate start!

About IT Services:
At Vishva Dakshniah Solutions Limited, we empower enterprises with dependable and customer‑centric IT services, including application support, cloud infrastructure management, and end‑to‑end technology operations.