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- Tasks: Lead a team to provide top-notch support for critical business systems.
- Company: Join Phoenix Group, a leading FTSE 100 retirement and savings business.
- Benefits: Earn up to ÂŁ85,000, enjoy 38 days leave, and private medical cover.
- Why this job: Make a real impact in operational resilience and automation-first support.
- Qualifications: Experience in L1/L2 support, Python, SQL, and cloud platforms required.
- Other info: Flexible working options available, with excellent career growth opportunities.
The predicted salary is between 72000 - 96000 ÂŁ per year.
Join to apply for the Support Lead role at Phoenix Group
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. You can read more about Phoenix Flex here.
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: 24th October 2025
We’re Phoenix Group, we’re a long‑term savings and retirement business. We offer a range of products across our market‑leading brands, Standard Life, SunLife, Phoenix Life and ReAssure. Around 1 in 5 people in the UK has a pension with us. We’re a FTSE 100 organisation that is tackling key issues such as transitioning our portfolio to net zero by 2050, and we’re not done yet.
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
Essential Skills & Experience
- 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.
Desirable
- 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.
Candidate Guidance
- Guide for Candidates: thephoenixgroup.pagetiger.com/guideforcandidates
- Find or get answers from our colleagues: www.thephoenixgroup.com/careers/talk-to-us
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Support Lead employer: Phoenix Group
Contact Detail:
Phoenix Group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Support Lead
✨Tip Number 1
Network like a pro! Reach out to current employees at Phoenix Group on LinkedIn or through mutual connections. A friendly chat can give you insider info and might even lead to a referral!
✨Tip Number 2
Prepare for the interview by brushing up on your technical skills, especially Python and SQL. We want to see how you tackle real-world problems, so practice some scenario-based questions related to L1/L2 support.
✨Tip Number 3
Show your passion for operational resilience! During interviews, share examples of how you've improved processes or reduced incidents in past roles. We love candidates who think proactively!
✨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 serious about joining the Phoenix Group team!
We think you need these skills to ace Support Lead
Some tips for your application 🫡
Tailor Your CV: Make sure your CV reflects the skills and experience mentioned in the job description. Highlight your background in L1/L2 support and any relevant experience in asset management or investment banking. We want to see how you can bring value to our team!
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 your experience aligns with our goals. Don’t forget to mention your proficiency in Python, SQL, AWS, and Snowflake – we love that stuff!
Showcase Your Problem-Solving Skills: In your application, give examples of how you've tackled complex issues in the past. We’re looking for someone who can lead incident triage and resolution, so share specific instances where you’ve made a difference in a support role.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way to ensure your application gets into the right hands. Plus, you’ll find all the details you need about the role and our company culture there!
How to prepare for a job interview at Phoenix Group
✨Know Your Stuff
Make sure you brush up on your technical skills, especially in Python, SQL, AWS, and Snowflake. Be ready to discuss how you've used these tools in past roles, particularly in L1/L2 support environments.
✨Show Your Leadership Skills
As a Support Lead, you'll be managing a team. Prepare examples of how you've successfully led teams before, mentored engineers, or improved processes. Highlight your experience in fostering a proactive, automation-first culture.
✨Understand the Business
Familiarise yourself with Phoenix Group's mission and values, especially around operational resilience and asset management. Being able to connect your skills to their goals will show you're genuinely interested in the role.
✨Prepare for Scenario Questions
Expect questions about incident management and problem-solving. Think of specific incidents you've handled, how you triaged them, and what preventative measures you implemented. This will demonstrate your hands-on experience and strategic thinking.
