Application Support Analyst

The Application Support Analyst plays a critical role in supporting our global community of Travel Counsellors with our bespoke technology platform. This platform includes Phenix, MyTC, and its direct ecosystem of integrations.

You will act as a second-line technical support team supporting the Operational and other Support teams, working in close liaison with the Product, Software Engineering and Platform Engineering teams to ensure the swift and effective resolution of Platform issues.

Using our Platform Observability and Support tooling, you will be responsible for proactively identifying challenges with platform performance or stability to ensure the platform operates within our service levels.

The Application Support Analyst aids front-line support and technical teams with internal applications and ensures that only genuine issues with those systems are reported correctly.

The purpose of this role is to identify, check and validate any live issues and ensure they are escalated to the correct area within the Technical Team with an appropriate time frame set. This will ensure that our systems perform to the highest possible standard with minimal downtime or disruption if errors do occur.

• Deal with incoming emails and calls, verifying if you can recreate the problem sent through, confirm if this is a live issue, and handle the request accordingly.
• Work closely with front-line support teams, Product Owners, Scrum Teams and Infrastructure Teams to ensure that SLAs are agreed and met.
• Support and maintenance of core business applications and systems consisting of both bespoke and common software packages, including (but not limited to) core system components such as partner integrations and related tools and technologies such as API interfaces and Process Automation (RPA).
• Proactively monitor performance dashboards, tools and exception logs.
• Investigate complex system issues across bespoke and packaged solutions.
• Act as a technical lead and escalation point for more complex application-related incidents within the wider technology department.
• Manage live issues with external providers.
• Escalate to, support and liaise with third-party suppliers where necessary to drive resolutions.
• Coordinate and manage the emergency change management process.
• Educate users on any necessary workarounds.
• Form part of an on-call rota, supporting the business outside of core hours for critical and service-related incidents.
• Produce statistics, KPIs and Management Reports relating to application and service outages.

This Application Support Analyst role will suit an individual passionate about customer service and has a track record of providing specialist support for bespoke software products.

• A competitive basic salary + annual company bonus
• Flexible hybrid working model (2 days home, 3 days office)
• Career development and promotional opportunities
• 25 days holidays (increasing to 28 after 5 years of service)
• A Moments That Matter Day (annually)
• Enhanced maternity/paternity pay
• Holiday buy and sell (up to 5 days per year)
• 3 paid days charity leave
• Company events, socials, and incentives
• 3x annual salary death in service benefit
• Company pension scheme
• Costco membership
• Salary sacrifice, company car scheme
• Cycle to Work Scheme
• Employee Assistance Programme
• Free breakfast, fruit, and hot/cold beverages
• Referral scheme
• Employee discount
• Private medical insurance (taxable benefit) or healthcare cash plan (costs incurred by employees)

• Bachelor's degree or equivalent experience in IT, Computer Science, Information Systems, or a related field
• 3+ years experience working in an application support or platform operations role
• Passion for technology and best practice
• Excellent understanding of computer systems, security, network and systems administration, databases and data storage systems, and telecommunications systems
• Strong technical understanding of legacy technologies and cloud services/microservices
• Customer-centric - put the customer at the heart of everything you do
• Excellent technical, analytical, and customer service/stakeholder management skills
• Experience in supporting a global organisation in a remote working environment

At Travel Counsellors, we care about our customers, communities, and colleagues more than anyone else, and that's what makes us special. For us, relationships trump transactions, and we are there for our customers, connecting with them on a deeply human level through the moments that matter.

We've been changing lives for over 30 years as the leading travel marketplace for self-employed travel entrepreneurs, empowering over 2,000 global independent travel agents to run successful leisure and corporate travel businesses as part of a company that truly cares and has never wavered from its purpose; to redefine what personal means for a travel business.

Our Travel Counsellors are supported by a team of over 400 super-talented people in our support offices to help them create unique, inspiring, and exciting experiences for their customers, building lasting personal relationships that bring them back to us time and time again.

We're fired up for the future as the demand for travel after COVID-19 returns even greater than before, and we're looking for the brightest and the best to come and join us to take our business to the next level.