At a Glance
- Tasks: Lead application support, troubleshoot issues, and improve business-critical applications.
- Company: Boden, a dynamic fashion retailer with a supportive culture.
- Benefits: Competitive salary, clothing allowance, discounts, and generous holiday.
- Other info: Flexible working with 2-3 days in the office and excellent career growth.
- Why this job: Make a real impact by ensuring application stability and performance.
- Qualifications: Experience in application support and strong leadership skills.
The predicted salary is between 50000 - 60000 £ per year.
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 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.
Location: 2‑3 days per week at our North Acton office, 2‑3 days working from home.
Incident Management & Troubleshooting:
- 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.
- Leads by example through calmness, structure & reliability.
- Preferable knowledge working with 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 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.
- 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, 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 & 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
Equal Opportunity:
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 in East Grinstead employer: J.P. Boden & Co. Limited
At Boden, we pride ourselves on fostering a supportive and collaborative work environment where employees can thrive. As an Application Support Lead, you will benefit from a competitive salary, generous clothing allowance, and a strong emphasis on personal growth through coaching and teamwork. With a flexible working arrangement between our North Acton office and home, we ensure that our team members enjoy a healthy work-life balance while contributing to meaningful projects that enhance our business-critical applications.
StudySmarter Expert Advice🤫
We think this is how you could land Application Support Lead in East Grinstead
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry, especially those who might know someone at Boden. A friendly chat can sometimes lead to a referral, which is a great way to get your foot in the door.
✨Tip Number 2
Prepare for the interview by diving deep into the role. Understand the key responsibilities of an Application Support Lead and think about how your experience aligns with them. We want to see you shine when discussing incident management and operational leadership!
✨Tip Number 3
Show off your problem-solving skills! Be ready to discuss specific incidents you've managed in the past, focusing on your troubleshooting techniques and how you’ve improved processes. This will demonstrate your hands-on experience and calmness under pressure.
✨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 Boden.
We think you need these skills to ace Application Support Lead in East Grinstead
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter to highlight your experience with application support and incident management. We want to see how your skills align with the role, so don’t hold back on showcasing your relevant achievements!
Showcase Your Technical Skills:Since this role involves troubleshooting and root cause analysis, be sure to mention any specific tools or systems you’ve worked with, like Shopify or Jira. We love seeing candidates who can demonstrate their technical prowess in their applications.
Keep It Clear and Concise:When writing your application, aim for clarity. Use straightforward language and avoid jargon unless it’s relevant. We appreciate a well-structured application that gets straight to the point without unnecessary fluff!
Apply Through Our Website:We encourage you 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 to do – just follow the prompts!
How to prepare for a job interview at J.P. Boden & Co. Limited
✨Know Your Applications Inside Out
Before the interview, make sure you have a solid understanding of the business-critical applications mentioned in the job description. Familiarise yourself with their functionalities, common issues, and how they integrate with other systems. This will help you demonstrate your technical knowledge and show that you're ready to hit the ground running.
✨Showcase Your Incident Management Skills
Be prepared to discuss your experience with incident management and troubleshooting. Think of specific examples where you've successfully resolved incidents or improved processes. Highlight your ability to keep stakeholders informed and how you’ve collaborated with offshore teams to ensure smooth operations.
✨Demonstrate Leadership and Teamwork
Since this role involves operational leadership, be ready to share instances where you've led a team or facilitated cross-team discussions. Emphasise your coaching skills and how you've helped team members build their confidence in handling complex issues. This will show that you can lead by example and foster a collaborative environment.
✨Bring Insights for Continuous Improvement
Think about how you've contributed to process improvements in your previous roles. Be ready to discuss any strategies you've implemented that align with best practices. Sharing meaningful trends and observations from your past experiences will demonstrate your proactive approach to enhancing supportability and stability.
