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, generous clothing allowance, 30% discount, and 25 days holiday.
- Other info: Flexible working with 2-3 days in the office and excellent career growth opportunities.
- 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; knowledge of Shopify preferred.
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
- 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.
- 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 in London employer: J P Boden & Co
At Boden, we pride ourselves on fostering a collaborative and inclusive work environment where every team member is valued. As an Application Support Lead, you'll enjoy a competitive salary, generous benefits including a clothing allowance and discounts, and the opportunity to grow within a company that prioritises employee well-being and development. With a flexible working arrangement between our North Acton office and home, you can achieve a healthy work-life balance while contributing to a vibrant and supportive culture.
StudySmarter Expert Advice🤫
We think this is how you could land Application Support Lead in London
✨Tip Number 1
Network like a pro! Reach out to people in your industry on LinkedIn or at events. A friendly chat can lead to opportunities that aren’t even advertised yet.
✨Tip Number 2
Prepare for those interviews! Research the company, understand their values, and think about how your experience aligns with their needs. Show them you’re not just another candidate.
✨Tip Number 3
Practice makes perfect! Do mock interviews with friends or use online platforms. The more comfortable you are speaking about your skills and experiences, the better you'll perform.
✨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, we love seeing candidates who take that extra step!
We think you need these skills to ace Application Support Lead in London
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 unique style and how you align with our values at Boden.
Tailor Your Application:Make sure to customise your application for the Application Support Lead role. Highlight your experience with incident management and troubleshooting, and how you've collaborated with teams in the past. This will help us see why you're a great fit!
Show Your Passion:We love candidates who are genuinely excited about the role and our company. Share why you’re interested in working with us at Boden and how you can contribute to our mission of creating a beautiful, ethical, and inclusive world.
Check Your Details:Before hitting send, double-check your application for any typos or errors. A polished application shows attention to detail, which is super important for the Application Support Lead role. And remember, apply through our website for the best chance!
How to prepare for a job interview at J P Boden & Co
✨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 speak confidently about them during the interview.
✨Show Your Leadership Skills
Since this role involves operational leadership, be ready to share examples of how you've led teams or projects in the past. Highlight your experience in managing queues and prioritising tasks, as well as any coaching you've done to help team members grow.
✨Communicate Clearly
Boden values clear communication, so practice articulating your thoughts succinctly. Be prepared to discuss how you keep stakeholders informed during incidents and how you ensure smooth collaboration between onshore and offshore teams.
✨Emphasise Continuous Improvement
Talk about your approach to process improvement and how you've implemented changes in previous roles. Share specific examples of how you've contributed to enhancing service levels or documentation, as this aligns with Boden's focus on quality and best practices.
