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 generous holiday.
- Other info: Flexible working with a mix of office and remote days.
- Why this job: Join a supportive team and make a real impact on application stability and performance.
- Qualifications: Experience in application support, troubleshooting, and leading teams.
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.
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/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 want Boden to be the place everyone wants to work. Friendly, open, understanding and supportive. A best-of-British company with diverse teams, equal opportunities, and fair working and recruitment practices. We believe in hiring the best person for the job whoever they are, helping them thrive in it and celebrating their individuality. 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 - Incident & Ops Champion employer: FashionUnited Group
At Boden, we pride ourselves on fostering a collaborative and supportive work environment where honesty and friendship thrive. As an Application Support Lead, you'll enjoy a competitive salary, generous clothing allowance, and a strong focus on employee growth, all while working in a stylish North Acton office that promotes a healthy work-life balance with flexible remote options. Join us in our mission to create an ethical and inclusive workplace that values individuality and encourages you to live your best life.
StudySmarter Expert Advice🤫
We think this is how you could land Application Support Lead - Incident & Ops Champion
✨Tip Number 1
Get to know the company culture! Before your interview, dive into Boden's values and mission. This will help you connect with the team and show that you're genuinely interested in being part of their stylish and uplifting environment.
✨Tip Number 2
Practice your troubleshooting skills! Since the role involves hands-on technical support, brush up on your root cause analysis techniques. Be ready to share examples of how you've tackled complex issues in the past during your chat with them.
✨Tip Number 3
Show off your collaboration skills! Highlight experiences where you've worked closely with teams, especially in a cross-functional setting. Boden values teamwork, so make sure they see how you can contribute to their friendly and supportive atmosphere.
✨Tip Number 4
Don’t forget to ask questions! Prepare thoughtful questions about the role and the team dynamics. This not only shows your interest but also helps you gauge if Boden is the right fit for you. And remember, apply through our website for the best chance!
We think you need these skills to ace Application Support Lead - Incident & Ops Champion
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 what makes you unique.
Tailor Your Application:Make sure to customise your application to match the job description. Highlight your relevant experience and skills that align with what we’re looking for in the Application Support Lead role.
Show Your Team Spirit:Since collaboration is key at Boden, share examples of how you've worked effectively in teams. We love seeing how you contribute to a positive team environment and support your colleagues.
Keep It Clear and Concise:While we appreciate detail, clarity is crucial. Make sure your application is easy to read and straight to the point. This will help us understand your qualifications quickly and efficiently!
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 JIRA, so you can confidently discuss your experience and how it relates to the role.
✨Show Your Collaborative Spirit
Boden values teamwork and communication, so be ready to share examples of how you've successfully collaborated with others in past roles. Think about times when you’ve led discussions or coordinated efforts between teams, especially in high-pressure situations.
✨Be Ready for Real-World Scenarios
Prepare for situational questions that might involve incident management or root cause analysis. Consider how you would handle specific incidents and what steps you would take to ensure smooth operations, as this will demonstrate your hands-on approach and problem-solving skills.
✨Emphasise Continuous Improvement
Boden is all about growth and improvement, so come prepared to discuss how you've implemented process improvements in previous roles. Share specific examples of how your insights have led to better performance or stability in applications, showing that you’re proactive and forward-thinking.
