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For Companies At a Glance
- Tasks: Lead a team to ensure smooth operation of critical platforms and automate support processes.
- Company: Join a forward-thinking company focused on operational resilience and innovation.
- Benefits: Competitive salary, flexible working options, and opportunities for professional growth.
- Why this job: Make a real impact in a dynamic environment while developing your tech skills.
- Qualifications: Experience in L1/L2 support, Python, SQL, and cloud technologies required.
- Other info: Diverse workplace welcoming all backgrounds with a focus on continuous improvement.
The predicted salary is between 36000 - 60000 ÂŁ per year.
Overview
Support Lead – Keep Platforms Running Smoothly. 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.
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.
- Demonstrable experience in asset management, wealth management or investment banking.
- Experience with monitoring tools (CloudWatch, Grafana, Splunk).
- Exposure to agile delivery and financial services workflows.
- Cloud and service management certifications.
We Hire the Whole You
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.
Apply
- 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
Contact Detail:
Phoenix 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 your connections in the industry, especially those who work in asset management or support roles. A friendly chat can lead to insider info about job openings and even referrals.
✨Tip Number 2
Show off your skills! If you’ve got experience with Python, SQL, AWS, or Snowflake, make sure to highlight that in conversations. Share examples of how you've used these tools to solve problems or improve processes.
✨Tip Number 3
Prepare for interviews by brushing up on incident management scenarios. Be ready to discuss how you would handle real-life situations, focusing on your proactive and automation-first approach.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen. Plus, it shows you’re genuinely interested in joining our team and making an impact.
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, Python, SQL, 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 needs. Don’t forget to mention your approach to incident management and automation – 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 candidates who can demonstrate excellent problem-solving abilities and stakeholder engagement skills, so don’t hold back on sharing your success stories!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows you’re keen on joining our team at StudySmarter!
How to prepare for a job interview at Phoenix
✨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 troubleshooting and automation. The more specific examples you can provide, the better!
✨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 share examples of how you've mentored engineers or led support teams in the past. Highlight any initiatives you've taken to foster a proactive culture.
✨Understand Incident Management
Familiarise yourself with incident triage and resolution processes. Be prepared to discuss how you've handled incidents in previous roles, including your approach to stakeholder communication and root cause analysis. This will show that you can manage high-pressure situations effectively.
✨Emphasise Continuous Improvement
Talk about your experience with maintaining runbooks and documentation, as well as any tools you've developed to improve operational efficiency. Companies love candidates who are committed to continuous improvement, so share your ideas on how to enhance support processes.
