- Oversee the day-to-day application support service, ensuring that all incidents and service requests are appropriately logged, prioritised, assigned, and resolved.
- Manage the application support ticket queue, monitoring progress, resolution times, outstanding issues, and service-level performance.
- Serve as the primary escalation point for complex or high-priority application support issues.
- Ensure clear and timely communication with users and stakeholders regarding incident progress, resolution, and service interruptions.
- Identify recurring issues and drive continuous improvement initiatives to reduce incident volumes and enhance service quality.
Support Team Management
- Provide day-to-day leadership and coordination for the outsourced application support team based in Bangalore.
- Allocate and prioritise work to ensure effective resource utilisation and timely resolution of support tickets.
- Monitor individual and team performance, providing technical guidance, coaching, and support where required.
- Establish regular service reviews and reporting for the Director, IT Applications, highlighting performance, risks, and areas requiring attention.
Technical Support & Troubleshooting
- Provide hands-on technical support for complex application issues that cannot be resolved by the wider support team.
- Investigate application errors, data issues, and integration failures, working with internal IT teams and software vendors as required.
- Apply technical skills, including SQL queries and scripting, to diagnose issues and support effective problem resolution.
- Assist with application configuration, maintenance, testing, and deployment of changes where required.
Knowledge Transfer & Documentation
- Work closely with the Director, IT Applications to develop a detailed understanding of the bank's applications, integrations, and support requirements.
- Lead the transfer of application knowledge to the Bangalore support team, enabling the team to progressively assume ownership of routine support activities.
- Develop, maintain, and continuously improve SOPs, troubleshooting guides, knowledge articles, and application support documentation.
- Establish consistent processes for incident management, escalation, change management, and operational support.
- Identify knowledge gaps and coordinate appropriate training and development activities.
Skills & Experience
- Proven experience in application support, technical service delivery, or application support team management.
- Experience managing remote or offshore technical support teams.
- Strong understanding of IT service management processes, particularly incident, problem, and change management.
- Excellent hands-on troubleshooting and analytical skills, with strong knowledge of Microsoft SQL Server and Transact-SQL.
- Experience supporting enterprise business applications and investigating application integration issues.
- Knowledge of PowerShell, Boomi, or similar integration and automation technologies would be advantageous.
- Strong communication and stakeholder management skills, with the ability to work effectively with both technical teams and business users.
- Experience developing SOPs, technical documentation, and structured knowledge-transfer processes.
- A proactive, organised, and service-focused approach, with the ability to manage competing priorities effectively.
- Experience supporting financial services applications, including NetSuite, eFront FrontInvest, Workday, SAP Concur, or similar enterprise platforms, would be advantageous.
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Application Support Service Delivery Manager in London employer: N Consulting Global
As an IT Business Systems Analyst at our Darlington location, you will thrive in a dynamic work culture that prioritises innovation and collaboration. We offer competitive benefits, a commitment to employee growth through continuous learning opportunities, and the chance to lead impactful projects that enhance manufacturing processes. Join us to be part of a team that values your expertise and fosters a supportive environment for professional development.
