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 flexible working options.
- Other info: Encouraging diverse applicants and offering support throughout the application process.
- Why this job: Join a dynamic team and make a real impact on application performance and user experience.
- Qualifications: Experience in application support, strong communication skills, and a collaborative mindset.
The predicted salary is between 50000 - 60000 £ per year.
Stylish, grounded, uplifting – these values live through everything we do at Boden. Without 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.
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
- 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 and 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 (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 lead by example through calmness, structure and reliability.
- Preferable knowledge of Shopify, S5 and PLM systems.
- Solid background in application support/analysis, troubleshooting and root cause analysis with a sound understanding of complex systems, integrations and data flows.
- Preferred experience 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.
- Has 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 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 and 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 and entertainment.
- Virtual GP Service for you and your household.
- Free onsite parking and subsidised café.
We would like to encourage people from a diverse range of backgrounds to apply for our roles. If you need any reasonable adjustments or additional support during your application process, please do not hesitate to let us know.
Application Support Lead employer: FashionUnited Group
At Boden, we pride ourselves on fostering a collaborative and inclusive work environment where honesty and friendship are at the core of our culture. As an Application Support Lead, you will not only play a pivotal role in ensuring the stability of our business-critical applications but also benefit from a competitive salary, generous clothing allowance, and a supportive team that values your growth and well-being. With flexible working arrangements between our North Acton office and home, you can enjoy a balanced work-life while contributing to a company that inspires you to live your best life.
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 practising common questions related to application support. Think about how you’d handle incidents and improve processes. We want to see your problem-solving skills shine!
✨Tip Number 3
Show off your collaboration skills during interviews. Share examples of how you’ve worked with teams, especially in high-pressure situations. Boden values teamwork, so let that shine through!
✨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 🫡
Be Yourself:When you're writing your application, let your personality shine through! We want to get to know the real you, so don’t be afraid to show your enthusiasm for the role and what makes you unique.
Tailor Your Application:Make sure to customise your application to highlight how your experience aligns with the key responsibilities of the Application Support Lead. Use examples that demonstrate your skills in troubleshooting, leadership, and collaboration.
Keep It Clear and Concise:We appreciate clarity! Make your application easy to read by using straightforward language and breaking up text into manageable sections. This helps us quickly see why you’d be a great fit for the team.
Apply Through Our Website:Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it’s super easy!
How to prepare for a job interview at FashionUnited Group
✨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 confidently discuss your experience and how it relates to the role.
✨Show Your Collaborative Spirit
Boden values collaboration, so be ready to share examples of how you've worked effectively with teams in the past. Think about times when you’ve led discussions or coordinated efforts between onshore and offshore teams, as this will demonstrate your ability to foster teamwork.
✨Communicate Clearly
During the interview, practice clear and concise communication. Since the role involves keeping stakeholders informed, showcase your ability to relay complex information simply. You might even want to prepare a few scenarios where you successfully communicated during incidents.
✨Be Inquisitive
Boden appreciates an inquisitive mindset, so don’t hesitate to ask questions during your interview. Show your curiosity about their processes and how they handle incidents. This not only demonstrates your interest but also aligns with their value of seeking to understand the 'why' behind operations.
