Senior Applications Support Analyst

Senior Application Support Analyst

Reports to: Application Support Manager

Location: London / Hybrid

Company Background:

The Thomas Miller Group is an independent and international provider of insurance, professional and investment services.

Overall Objective of Role:

Thomas Miller is searching for an individual to join our 2nd Line support team as a Senior Application Support Analyst, based in our London City office.

This role reports to the Application Support Manager and is responsible for application support for all business applications within the Thomas Miller IT application portfolio. Responsibilities will include supporting end users with application issues, application monitoring, proactive and reactive maintenance, and service improvement.

This role is customer-facing and requires a team player who is motivated to learn, and who strives to find timely solutions to complex issues. It will require constant and effective communications with internal/external cross-functional teams.

Specific Responsibilities:

Management of 3rd party support service

• Daily stand-up call with the 3rd party support team
• Ensuring processes have been followed
• Identifying gaps and driving service improvements
• Guiding the team to prioritise Business Critical activities.

Operations & Service Delivery

• Monthly reporting on incidents, requests, and problems
• Building relationships with business stakeholders and end users
• Ticket Analysis to identify recurring issues and propose permanent solutions
• Identification and proposal of automation opportunities in support activities
• Ensuring housekeeping and maintenance tasks are completed on time
• Identification and proposal of automation opportunities in support activities

Incident & Problem Management

• Manage and resolve incident tickets assigned to the 2nd line Support team
• Liaise with 3rd line teams in resolving issues
• Provide regular updates to users and end-to-end ownership of assigned incidents through to closure
• Assess, prioritise and manage 2nd line incident queue ensuring SLAs are met
• Provide support for major incidents providing root cause analysis
• Support the problem management process
• Attending weekly CAB, presenting changes to be implemented by the Application Support team
• Support the Release & Change management activities within the production environments

Knowledge Management

• Ensuring knowledge is spread across the team and removing key person dependencies
• Ensures all application support related documents and artefacts are kept up to date and maintained in document repository
• Acting as a coach and mentor to more junior team members.

Skills & Experience Requirements:

Essential:

• 5 years in Technical Customer Support related role
• Experience of working with 3rd party service providers
• Understanding of Core Service Management concepts - Incident & Problem Management, Change Management, Request Fulfilment etc.
• Experience of using ServiceNow and any other ITSM tools.
• Excellent written and verbal communication skills, with emphasis on the ability to express complex technical issues in language suitable for business stakeholders
• Excellent problem solving and organisational skills
• Passion for customer service, understands the value of delivering quality service to users
• General knowledge of software development principles
• Experience of Windows .Net Framework, including VB.Net, C#, ASP.Net
• Experience in Transact-SQL/MS SQL Server, Visual Studio 2015+
• Proficiency in writing SQL, stored procedures (e.g. PL/SQL code) and working with data in relational databases like DB2, SQL Server
• Experience with MS SQL SSIS/SSRS
• Experience with use and configuration of Application Monitoring tools
• Client requirement gathering, prioritisation and scoping experience

Desirable skills

• ITIL Service Management Certification or equivalent
• University education in Computer Science, Engineering or related field, or equivalent experience
• Experience of working with outsources, offshore, 3rd party services
• Basic understanding of application design and application security concepts
• Experience of software development on a Microsoft technology stack
• Basic insurance knowledge
• Experience supporting Azure-based applications and familiarity with Azure Monitor, Data Factory and Logic Apps
• Familiarity with Microsoft Cloud technologies – Power Platform, Dataverse, Logic Apps
• Familiarity with Microsoft Dynamics 365
• Experience using SolarWinds for Application Monitoring