At a Glance
- Tasks: Lead application support, troubleshoot incidents, and improve processes for business-critical applications.
- Company: Join Boden, a stylish and inclusive brand that values collaboration and fun.
- Benefits: Enjoy a competitive salary, generous clothing allowance, and 25 days holiday.
- Other info: Flexible hybrid working with a supportive team culture.
- Why this job: Make a real impact by ensuring application stability and enhancing user experience.
- Qualifications: Experience in application support, troubleshooting, and leading teams is preferred.
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.
Hybrid Application Support Lead — Incident & Roadmap Focus employer: Boden
At Boden, we pride ourselves on fostering a collaborative and inclusive work environment where honesty and friendship thrive. As a Hybrid Application Support Lead, you'll enjoy a blend of remote and office work in North Acton, alongside competitive benefits such as a generous clothing allowance and a supportive culture that encourages personal and professional growth. Join us to be part of a team that values your contributions and inspires you to live your best life while making a meaningful impact.
StudySmarter Expert Advice🤫
We think this is how you could land Hybrid Application Support Lead — Incident & Roadmap Focus
✨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 joining the Boden team.
We think you need these skills to ace Hybrid Application Support Lead — Incident & Roadmap Focus
Some tips for your application 🫡
Be Yourself:When you're writing your application, let your personality shine through! We want to see the real you, so don’t be afraid to show your passion for the role and how you align with our values at Boden.
Tailor Your Application:Make sure to customise your application to highlight your experience in application support and incident management. Use specific examples that demonstrate your skills and how they relate to the job description.
Show Your Team Spirit:Collaboration is key for us at Boden. Share experiences where you've worked effectively in a team, especially in challenging situations. This will show us that you can thrive in our supportive environment.
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it’s super easy!
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 them during the interview.
✨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 to demonstrate your ability to foster teamwork.
✨Be Prepared for Incident Scenarios
Expect to discuss how you would handle incidents and manage priorities. Think of specific examples from your past roles where you successfully resolved issues or improved processes, and be ready to explain your thought process and the outcomes.
✨Emphasise Continuous Improvement
Boden is all about quality improvement, so come prepared with ideas on how you could enhance their support processes. Share any past experiences where you’ve implemented changes that led to better performance or efficiency, showing that you’re proactive and forward-thinking.
