Application Support Engineer in London

Home-based (UK) | Permanent

We are looking for an experienced Application Support Engineer to provide expert third‐line support for a large, business‐critical application. This is a hands‐on technical role suited to someone who enjoys working with complex systems, investigating root causes, and acting as a trusted escalation point for incidents.

What we're looking for:

• Essential experience and skills

• Strong hands‐on experience with Oracle SQL, including querying databases and using SQL to support troubleshooting and analysis
• Experience using ServiceNow (or a similar ITSM tool) for incident management and workflow tracking
• Previous experience in a third‐line application support or similar technical support role
• Confident using Microsoft Excel and Outlook for reporting, communication and day‐to‐day support activities
• Eligibility for SC (Security Check) clearance and current UK residency

• Excellent customer‐facing skills, with the ability to explain technical issues clearly and professionally
• A strong analytical mindset, able to differentiate between symptoms and underlying causes
• Confidence working in a small, specialist team and taking ownership of technical issues
• A proactive and inquisitive approach, with the confidence to ask questions and challenge assumptions

You'll play a key part in ensuring the ongoing stability, reliability and performance of the application, working closely with technical teams, business stakeholders and end users to resolve issues efficiently and in line with agreed SLAs.

What you'll be doing:

• Providing prompt and effective third‐line application support, resolving complex incidents and minimising service disruption
• Acting as a technical escalation point for issues raised via ServiceNow, ensuring incidents are investigated, updated and resolved within SLAs
• Proactively monitoring system performance and reviewing error logs, particularly following software releases
• Investigating Management Information Requests (MIRs) from the business, carrying out detailed analysis and providing accurate outcomes
• Supporting incident resolution activities by analysing application data and identifying root causes
• Maintaining clear and professional communication with stakeholders, keeping them informed throughout investigations
• Participating in daily team stand‐ups and regular meetings with the wider team and management to share updates, risks and improvements

What's in it for you?

• Home‐based role
• You'll join a small, collaborative and highly experienced team working on a technically rich and business‐critical application
• 23 days' holiday (rising to 27) with the opportunity to buy extra leave
• Company‐matched pension, life assurance, 15 weeks' fully paid maternity, adoption and shared parental leave, paternity pay of two weeks and more
• Volunteering for our charity partners or a cause of your choice – opportunity to take a paid day out of the office
• Access to our Employee Network Groups, which represent every strand of diversity and allow colleagues to connect and learn from each other on an open, inclusive platform
• Opportunity to gain additional qualifications through our Learning Academy or apprenticeships to help develop your career

We're an equal opportunity and Disability Confident employer, which means we recruit and develop people based on their merit and passion. We're committed to providing an inclusive, barrier‐free recruitment process and working environment for everyone.