At a Glance
- Tasks: Lead application support, troubleshoot issues, and improve processes for business-critical applications.
- Company: Boden, a stylish and inclusive brand that values collaboration and fun.
- Benefits: Competitive salary, clothing allowance, discounts, and generous holiday.
- Other info: Flexible working with 2-3 days in the office and excellent career growth opportunities.
- Why this job: Join a dynamic team and make a real impact on application stability and performance.
- Qualifications: Experience in application support, troubleshooting, and leading teams.
The predicted salary is between 50000 - 60000 £ per year.
Stylish, grounded, uplifting – these values live through everything we do at Boden. Without the collaboration, honesty and friendship between our teams, we wouldn’t be where we are today. We curate a world of beauty that’s ethical, inclusive – and importantly – good fun. We inspire you to live your best life. We are Boden.
Overview
The Application Support Lead plays a key role in ensuring the stability, performance, and continuous improvement of business‑critical applications. Working alongside the Application Support Manager (ASM) and partnering closely with the offshore support lead and team, the role provides day‑to‑day operational leadership, technical guidance, and coordination across support activities. This position acts as the bridge between hands‑on technical support and management, ensuring that daily issues are handled effectively while also feeding valuable operational insight into wider service and roadmap planning. Collaboration, clear communication, and a shared understanding across teams are essential to success in this role.
Location
2-3 days per week at our North Acton office, 2-3 days working from home.
What You Will Do
- Incident Management & Troubleshooting: Function as the primary operational point of contact in the UK for incidents and BAU activity. Be hands‑on with troubleshooting and root cause analysis (RCA). Keep UK stakeholders, management, and users informed on major incidents, fixes, and planned changes. Work closely with the offshore lead to ensure smooth, well‑coordinated incident and support activities across regions.
- Operational Leadership & Coordination: Prioritise incoming work, manage queues, and ensure tasks flow smoothly between onshore/offshore teams. Lead daily stand‑ups, cross‑team discussions and manage the flow of work across our team, internal teams, and third‑party suppliers. Coach the team to strengthen their system knowledge and confidence in handling complex issues. Collaborate with the ASM and Delivery Managers across domain teams to ensure post‑incident tasks are reviewed and included in sprints. Monitor service levels and performance, sharing insights with the ASM.
- Documentation, Process, and Quality Improvement: Ensure support documentation and guides (e.g., runbooks, triage runbooks, KT material, compass) are unified, clear and continuously up‑to‑date. Continuously recommend and implement process improvements aligned with best practices. Be the gatekeeper of onboarding new applications from domain teams to ensure readiness and supportability. Introduce a level of consistency across onshore and offshore.
- Contribute to Strategy and Roadmap: Extract key insights from day‑to‑day support activities and feed them into the Application Support roadmap. Provide operational input to help ensure roadmap items improve stability, reduce incidents, and enhance supportability. Share meaningful trends and observations with the Application Support Manager to support strategic decision‑making.
What We Are Looking For
- Strong experience working with third‑party suppliers and offshore support/development teams.
- You are someone that leads by example through calmness, structure & reliability.
- Preferable knowledge working with Shopify, S5 and PLM systems.
- You have a solid background in application support/analysis, troubleshooting, and root cause analysis with a sound understanding of complex systems, integrations, and data flows.
- Preferred experience in leading application support teams using Jira automation to streamline ticket routing and updates.
- Shows resilience and determination, stepping beyond standard responsibilities when needed to drive outcomes and support the wider teams.
- You have an inquisitive mindset, constantly seeking to understand the why, what, and when behind everything.
- Remains calm, decisive, and communicative during incidents.
Our Behaviours
At Boden, how we work matters just as much as what we deliver. We keep things simple. We say what we mean, keep each other in the loop, and follow through on what we’ve said we’ll do. We care about doing a good job – and we care about each other. We’re always kind, often honest, and we will push for high standards without making it heavy. We know what we’re good at, we lean on each other when needed, and we show up as a team – taking ownership and getting things done together.
What We Offer
- Competitive salary & targeted annual bonus scheme
- Generous Boden clothing allowance
- 30% discount on all current clothing ranges
- 25 days holiday annual, plus Bank Holidays
- Online portal with an array of discounts on retail & entertainment
- Virtual GP Service for you and your household
- Free onsite parking and subsidised café
We encourage people from a diverse range of backgrounds to apply for our roles.
Application Support Lead employer: Boden
At Boden, we pride ourselves on fostering a vibrant and inclusive work culture that values collaboration, honesty, and friendship. As an Application Support Lead, you'll enjoy a flexible working environment with 2-3 days in our North Acton office, competitive salary, generous clothing allowance, and numerous employee benefits, all while contributing to a company that inspires you to live your best life. We are committed to your professional growth, offering opportunities for continuous improvement and a supportive team atmosphere where your insights directly influence our operational strategies.
StudySmarter Expert Advice🤫
We think this is how you could land Application Support Lead
✨Tip Number 1
Network like a pro! Reach out to current or former employees at Boden on LinkedIn. A friendly chat can give you insider info and maybe even a referral, which can really boost your chances.
✨Tip Number 2
Prepare for the interview by understanding Boden's values. They love collaboration and honesty, so think of examples from your past where you've demonstrated these traits. Show them you're a perfect fit!
✨Tip Number 3
Practice your troubleshooting skills! Since the role involves incident management, be ready to discuss how you've tackled complex issues in the past. Use the STAR method to structure your answers.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen. Plus, it shows you’re genuinely interested in being part of the Boden team.
We think you need these skills to ace Application Support Lead
Some tips for your application 🫡
Show Your Personality:When writing your application, let your unique personality shine through! We love a bit of flair, so don’t be afraid to express yourself while keeping it professional. Remember, we’re looking for someone who fits in with our stylish and uplifting culture.
Tailor Your Application:Make sure to customise your application to highlight your experience with application support and incident management. Use keywords from the job description to show us you understand what we’re looking for. It’ll help your application stand out!
Be Clear and Concise:We appreciate clarity, so keep your application straightforward and to the point. Avoid jargon unless it’s relevant, and make sure your key achievements are easy to spot. We want to see how you can contribute to our team without wading through fluff!
Apply Through Our Website:Don’t forget to apply through our website! It’s the best way to ensure your application gets to us directly. Plus, it shows you’re keen on joining our Boden family. We can’t wait to hear from you!
How to prepare for a job interview at Boden
✨Know Your Stuff
Make sure you brush up on your technical knowledge, especially around application support and troubleshooting. Familiarise yourself with the systems mentioned in the job description, like Shopify and PLM systems, so you can speak confidently about your experience.
✨Show Your Collaborative Spirit
Boden values collaboration, so be ready to share examples of how you've worked effectively with teams in the past. Highlight any experiences where you’ve led discussions or coordinated efforts between onshore and offshore teams.
✨Be Ready for Incident Management Scenarios
Prepare for questions around incident management and root cause analysis. Think of specific incidents you've handled, how you approached them, and what the outcomes were. This will show your problem-solving skills and calmness under pressure.
✨Bring Ideas for Improvement
Since the role involves continuous improvement, come prepared with suggestions on how processes could be enhanced. This shows that you’re proactive and have a mindset geared towards making things better, which aligns with Boden's values.
