3rd Line Application Support Analyst in City of Westminster

Overview

3rd Line Application Support Analyst

Role Overview: As a 3rd Line Application Support Analyst, you will manage escalated issues and resolve problems with critical custom healthcare systems built on Microsoft Azure technologies. You will proactively oversee customer systems, recommending improvements for security, reliability, scalability, and cost efficiency. The role requires strong interpersonal skills to communicate complex technical details with international customers and internal development teams. You will also participate in planning and implementing changes in line with ITIL and GAMP5 processes, with some out-of-hours and on-call work as part of a rota.

Responsibilities

• Provide 3rd line support for Solidsoft Reply Healthcare Managed Service customers as part of the Support & Operations team.
• Take ownership of assigned incidents, managing them through to permanent resolution with professional customer communication.
• Field and resolve technical customer issues via phone, chat, email, and remote web sessions.
• Ensure the stability, performance, and efficiency of complex systems, including those without a GUI, and support services post-launch using automated monitoring and alerting.
• Provide out-of-hours support on a rota basis, including shift work as needed.
• Query databases and logging tools to identify, investigate, and resolve system issues.
• Collaborate with customers, internal teams, and development, QA, and product teams to implement improvements and bring cases to resolution.
• Create technical documentation, leverage AI-driven tools to enhance operational efficiency, and adhere to Change, Incident, and Problem Management procedures.

About the Candidate

• Minimum 2:1 BSc degree in Computer Science or IT (essential), or a merit in a relevant Master\’s degree.
• Strong knowledge and hands-on experience with Microsoft Azure, ideally supported by MS certifications.
• Skilled in querying data sources such as Azure Application Insights, Cosmos DB, and SQL Server.
• Experience working within a Support & Operations function supporting custom applications.
• Good working knowledge of service management processes (Incident, Problem, and Change Management) and monitoring tools (e.g., Application Insights, SolarWinds).
• Experience with Azure DevOps (ADO), PowerShell scripting, and Infrastructure as Code tools (Terraform, Packer ARM, CF).
• Excellent customer service, communication, organizational, and problem-solving skills; able to work well in a team and deliver high-quality work.
• Self-motivated, proactive in keeping skills up to date, able to converse with clients to define issues and requirements; ability to speak French is an advantage.
• Equal Opportunities: Reply is an Equal Opportunities Employer and committed to embracing diversity in the workplace. We provide equal employment opportunities to all employees and applicants for employment and prohibit discrimination and harassment of any type regardless of age, sexual orientation, gender, identity, pregnancy, religion, nationality, ethnic origin, disability, medical history, skin colour, marital status or parental status or any other characteristic protected by the Law. We are committed to fair recruitment practices and invite candidates to discuss any reasonable adjustments needed during the recruitment process.