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- Tasks: Lead a team to ensure smooth operation of critical platforms and automate support processes.
- Company: Join Phoenix Group, a leading FTSE 100 retirement solutions provider.
- Benefits: Enjoy up to ÂŁ85,000 salary, private medical cover, and 38 days annual leave.
- Why this job: Make a real impact on operational resilience and platform reliability in a dynamic environment.
- Qualifications: Experience in L1/L2 support, Python, SQL, and cloud technologies required.
- Other info: Flexible working options available; we value diverse backgrounds and experiences.
The predicted salary is between 60000 - 85000 ÂŁ per year.
Join our Data and Reporting Platform Delivery team to lead proactive, automation‑first support for business‑critical systems across our Retirement Solutions and Asset Management division. If you’re passionate about operational resilience, incident management, and enabling reliable platforms, this is your opportunity to make a real impact.
Job Type: Permanent
Location: Hybrid role. All roles are advertised as open to part‑time and job‑share.
Flexible working: All of our roles are open to part‑time, job‑share and other types of flexibility. We will discuss what is important to you and balancing this with business requirements during the recruitment process.
On‑call rota requirement for this role.
Salary and benefits: Up to ÂŁ85,000 plus discretionary bonus, private medical cover, 38 days annual leave, excellent pension, 12x salary life assurance, career breaks, income protection, 3x volunteering days and much more.
Closing Date: 16th Jan 26
About the Role
As Support Lead, you’ll manage a small team of L1/L2 engineers, ensuring responsive and resilient support for applications, data pipelines, and platforms. You’ll work closely with Engineering Managers, Tech Leads, and stream‑aligned teams to embed operational readiness from day one, drive automation, and reduce incidents through preventative measures and continuous improvement.
Key Responsibilities
- Lead day‑to‑day L1/L2 support across asset management platforms.
- Own incident triage, resolution, and stakeholder communication.
- Maintain and improve runbooks, documentation, and knowledge bases.
- Conduct root cause analysis and implement preventative actions.
- Collaborate with delivery teams to embed “built for run” principles.
- Validate monitoring, logging, and alerting before handover.
- Apply Python, SQL, AWS, and Snowflake for troubleshooting and automation.
- Develop tools to improve diagnostics and operational efficiency.
- Act as first point of contact for stakeholders during incidents.
- Mentor support engineers and foster a proactive, automation‑first culture.
What We’re Looking For
- Strong background in L1/L2 support in complex environments.
- Demonstrable experience in asset management, wealth management or investment banking.
- Proficiency in Python and SQL.
- Hands‑on experience with AWS and Snowflake.
- Excellent problem‑solving and stakeholder engagement skills.
- Knowledge of production support best practices and automation tooling.
- Understanding of data pipelines, integrations, and cloud‑native platforms.
- Awareness of compliance and audit requirements.
- Experience leading small support teams and mentoring engineers.
- Degree in Computer Science, Engineering, or equivalent practical experience.
- Familiarity with ITIL and incident/change/problem management.
- Experience with monitoring tools (CloudWatch, Grafana, Splunk).
- Exposure to agile delivery and financial services workflows.
- Cloud and service management certifications.
We welcome applicants from all backgrounds. If your experience differs from what’s listed but you believe you can bring value, we’d love to hear from you. Adjustments to the recruitment process are available to help you perform at your best. Apply early – we’re reviewing applications as they come in.
Support Lead in Edinburgh employer: Phoenix Group
Contact Detail:
Phoenix Group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Support Lead in Edinburgh
✨Tip Number 1
Network like a pro! Reach out to folks in your industry on LinkedIn or at local meetups. A friendly chat can lead to opportunities that aren’t even advertised yet.
✨Tip Number 2
Prepare for those interviews by practising common questions and scenarios related to support roles. We recommend role-playing with a friend to boost your confidence and get feedback.
✨Tip Number 3
Showcase your skills! If you’ve got experience with Python, SQL, or AWS, be ready to discuss specific projects where you used these tools. Real examples make you stand out!
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen. Plus, we love hearing from passionate candidates who want to make an impact.
We think you need these skills to ace Support Lead in Edinburgh
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the Support Lead role. Highlight your experience in L1/L2 support and any relevant skills like Python, SQL, and AWS. We want to see how your background aligns with what we’re looking for!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you’re passionate about operational resilience and how you can contribute to our team. Let us know what makes you the perfect fit for this role.
Showcase Your Problem-Solving Skills: In your application, don’t forget to mention specific examples of how you've tackled challenges in previous roles. We love seeing candidates who can demonstrate their problem-solving abilities, especially in complex environments.
Apply Through Our Website: We encourage you to apply through our website for the best chance of getting noticed. It’s super easy, and you’ll be able to keep track of your application status. Plus, we review applications as they come in, so don’t wait too long!
How to prepare for a job interview at Phoenix Group
✨Know Your Tech Inside Out
Make sure you brush up on your Python, SQL, AWS, and Snowflake skills. Be ready to discuss how you've used these technologies in past roles, especially in L1/L2 support. Having specific examples of troubleshooting or automation projects will really impress the interviewers.
✨Showcase Your Leadership Skills
As a Support Lead, you'll be managing a team, so it's crucial to demonstrate your leadership experience. Prepare to talk about how you've mentored engineers or led teams in previous roles. Highlight any initiatives you've taken to foster a proactive, automation-first culture.
✨Understand Incident Management
Familiarise yourself with incident triage and resolution processes. Be prepared to discuss your approach to stakeholder communication during incidents and how you've handled root cause analysis in the past. This shows that you can maintain operational resilience under pressure.
✨Emphasise Continuous Improvement
Talk about your experience with maintaining runbooks, documentation, and knowledge bases. Share examples of how you've implemented preventative actions to reduce incidents. This will show that you're not just reactive but also proactive in improving systems and processes.
