Senior Application Support Analyst in Coventry

Permanent work from home with a designated office in Coventry. Participate in an on-call rota (average 1 every 2/3 months) and perform out-of-hours changes when required.

About the role

We are looking for a highly skilled Senior Application Support Analyst to join our Applications Support team supporting critical applications within the Transport for London (TfL) business unit. Working within a Microsoft Azure environment, you will play a key role in improving service quality, strengthening frontline support capability, and maintaining the stability and performance of business-critical systems. This is an excellent opportunity for an experienced application support professional who enjoys solving complex technical issues, leading service improvements, and working with modern cloud technologies.

What you'll bring

• A strong work ethic and commitment to delivering excellent service.
• The ability to analyse complex technical issues and make informed decisions quickly.
• A clear focus on service improvement and operational efficiency.
• Confidence communicating technical information to both technical and non-technical audiences.
• A customer-focused approach with a desire to turn challenges into positive outcomes.

What you'll be doing

• Provide proactive support for incidents and service requests assigned to the Applications Support team.
• Investigate, analyse and resolve application, system and data-related issues across Azure-hosted environments.
• Act as a senior escalation point for Frontline Support Analysts, providing guidance and technical expertise.
• Lead service improvement initiatives to enhance application stability, monitoring and operational efficiency.
• Collaborate with System Support teams and subject matter experts to implement new monitoring, alerting and support processes.
• Take ownership of complex incidents, root cause investigations and recurring problem resolution activities.
• Ensure systems meet agreed service levels, uptime targets and strict KPIs.
• Maintain accurate technical documentation and promote knowledge sharing across the team.
• Support application platforms running on Microsoft Azure, databases and containerised environments.
• Work closely with internal stakeholders, third-party suppliers and technical teams to deliver high-quality support services.
• Identify opportunities to reduce errors, automate processes and improve customer outcomes.

Essential skills and experience

• Experience supporting business-critical applications in a production environment.
• Strong knowledge of Microsoft Azure cloud services and Grafana monitoring.
• Experience supporting Azure-based applications.
• Hands-on experience with Kubernetes, Containers, Pods and Microservices.
• Strong knowledge of Microsoft SQL Server and/or Oracle PL/SQL.
• Experience supporting applications that use Microsoft SQL and Oracle databases.
• Proven incident management and troubleshooting experience.
• Experience working within an ITIL-based support environment.
• Strong analytical and problem-solving skills.
• Experience working to and achieving service level agreements (SLAs) and KPIs.
• Ability to create and maintain clear technical documentation.
• Excellent written and verbal communication skills.

Desirable skills and experience

• PowerShell scripting.
• Linux, Unix or Ubuntu administration.
• SFTP technologies.
• T-SQL.
• XML and XSLT.
• SOAP-based integrations.
• Grafana monitoring tools.
• Databricks.
• HDS.
• Advanced Microsoft Excel skills.
• Experience working within highly regulated or operationally critical environments.

Soft skills

• Ability to work independently while managing multiple priorities effectively.
• Strong organisational and time management skills.
• Resilient and calm under pressure in a fast-paced support environment.
• A proactive approach to identifying and resolving issues.
• Excellent stakeholder management skills with the ability to engage at all levels.
• Strong attention to detail and commitment to quality.
• Collaborative team player who actively shares knowledge and best practice.
• Flexible and adaptable approach to changing business requirements.
• Willingness to take ownership and accountability for outcomes.
• Continuous improvement mindset with a focus on delivering operational excellence.

How this aligns to Capita values

• Achieve Together: We collaborate across teams, share knowledge and support one another to deliver the best outcomes for our customers and colleagues.
• Customer First Always: We put customer needs at the heart of everything we do, ensuring reliable, high-quality service and continuous improvement.
• Fearless Innovation: We embrace new ideas, technologies and ways of working to improve services, solve problems and drive better results.
• Everyone is Valued: We foster an inclusive environment where every colleague is respected, supported and empowered to contribute their best work.

Capita is a dynamic leader in consulting and digital services, helping some of the UK’s most recognised organisations transform and thrive. We use cutting-edge technology and fearless innovation to create smarter, more efficient solutions that make a real difference. Our work spans diverse sectors—government, healthcare, education, and finance—offering you the chance to contribute to projects that impact millions of lives. At Capita, you’ll be part of a collaborative, forward-thinking team that values creativity, growth, and inclusion. We’re committed to your development and success, providing opportunities to learn, progress, and shape better outcomes for customers and communities.

If you’re ready to make an impact and grow your career, Capita is the place for you.

What’s in it for you?

• Hybrid – designated office at Coventry occasional travel required to the office
• Competitive salary
• 23 days’ holiday, rising to 27 (pro rata) – plus the option to buy more after qualifying period
• Paid volunteering day with a charity of your choice
• Generous family leave policies – including 15 weeks’ fully paid maternity, adoption, and shared parental leave
• Cycle2Work scheme, pension, life assurance, and more

We are committed to building a workforce that reflects the diversity of the communities we serve. As part of our strategic goals, we are focused on accelerating gender and ethnic representation in leadership roles. We warmly encourage applications from women and individuals from Black, Asian, and other ethnic minority backgrounds.

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.