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- Tasks: Manage support for a critical client platform and resolve production issues.
- Company: Join a fast-growing consulting firm working with top financial institutions.
- Benefits: Hybrid working, competitive salary, and opportunities for professional growth.
- Other info: Equal opportunity employer with a focus on inclusivity and career development.
- Why this job: Be the bridge between users and tech, making a real impact in financial services.
- Qualifications: Experience in multi-tier application support and strong stakeholder management skills.
The predicted salary is between 55000 - 65000 £ per year.
This is a fantastic opportunity to join our fast-growing Consulting business, working with some of the world’s leading financial institutions. The Platform Support Manager owns the end-to-end support model across Levels 1, 2, and 3 for a critical client platform. Acting as the bridge between the user community, development teams, and third-party providers, this role is accountable for the timely resolution of production issues, continuous improvement through post-incident learning, and effective management of the overall support function. The role partners closely with Release Management to ensure fixes are deployed through the appropriate channels (hotfix, off-cycle, or full release).
Key responsibilities
- Triage and manage L1 and L2 incidents, owning user-facing communication and ensuring timely resolution
- Escalate complex issues to development teams or third-party providers where required
- Manage Jira ticket workflows from creation through to resolution and closure
- Lead incident retrospectives, identify root causes, and drive corrective actions
- Collaborate with Release Management to determine the appropriate deployment approach and secure release windows
- Maintain support documentation, runbooks, and operational processes
- Establish a scalable support model that reduces reliance on senior leadership for day-to-day issues
Essential skills and experience
- Proven experience managing a multi-tier (L1 / L2 / L3) application support function within financial services or a regulated environment
- Strong stakeholder management skills, with the ability to balance business and technical priorities
- Hands-on experience using Jira for incident and defect management
- Solid understanding of release management processes and their interaction with support functions
- Experience managing third-party vendors within an escalation framework
- Strong written communication skills for incident reporting and executive summaries
Desirable
- Experience with low-code/no-code workflow platforms (e.g. iQcodex or similar)
- ITIL Foundation or equivalent service management background
- Experience setting up or scaling a support function from scratch
This is a fixed-term position located in London with hybrid working. For this role, a valid working permit for the UK is mandatory.
Platform Support Manager employer: Delta Capita
Contact Detail:
Delta Capita Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Platform Support Manager
✨Tip Number 1
Network like a pro! Reach out to your connections in the financial services sector and let them know you're on the lookout for opportunities. A friendly chat can sometimes lead to job openings that aren't even advertised.
✨Tip Number 2
Prepare for those interviews! Research common questions for Platform Support Manager roles and practice your responses. We recommend using the STAR method (Situation, Task, Action, Result) to structure your answers and showcase your experience effectively.
✨Tip Number 3
Show off your skills! If you have experience with Jira or incident management, be ready to discuss specific examples of how you've triaged issues or improved support processes. Real-life stories make a lasting impression!
✨Tip Number 4
Don't forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you're genuinely interested in joining our team at StudySmarter.
We think you need these skills to ace Platform Support Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV speaks directly to the Platform Support Manager role. Highlight your experience with multi-tier application support and any relevant financial services background. We want to see how your skills match what we're looking for!
Showcase Your Communication Skills: Since strong written communication is key for this role, include examples of your incident reporting or executive summaries in your application. Let us know how you effectively communicate with stakeholders and manage user-facing communications.
Be Specific About Your Experience: When detailing your experience with Jira and release management processes, be specific! We love seeing concrete examples of how you've triaged incidents or managed workflows. This helps us understand your hands-on experience better.
Apply Through Our Website: We encourage you to apply through our website for a smoother process. It’s the best way for us to receive your application and keep track of it. Plus, it shows you're keen on joining our team at StudySmarter!
How to prepare for a job interview at Delta Capita
✨Know Your Support Model
Make sure you understand the end-to-end support model for Levels 1, 2, and 3. Be ready to discuss how you would manage incidents and communicate with users effectively. This shows that you’re not just familiar with the theory but can apply it in practice.
✨Master Jira
Since this role involves managing Jira ticket workflows, brush up on your Jira skills before the interview. Be prepared to talk about your experience with incident management and how you've used Jira to track issues from creation to resolution.
✨Showcase Stakeholder Management Skills
This position requires strong stakeholder management. Think of examples where you've balanced business and technical priorities. Highlight your communication skills and how you've successfully collaborated with different teams or third-party vendors.
✨Prepare for Incident Retrospectives
Be ready to discuss how you would lead incident retrospectives. Think about how you identify root causes and drive corrective actions. Sharing specific examples from your past experiences will demonstrate your ability to improve processes and reduce future incidents.