Applications Support Analyst

Our requirements

• Experience in L3 application and infrastructure support, handling incidents, problem management, changes, and investigations for business-critical systems.
• Strong experience with Microsoft SQL Server, including database administration, SQL scripting, replication, Always On Availability Groups, monitoring, alerting, and performance optimization.
• Hands-on experience with Azure environments (Azure Native, Azure AVS) and hybrid cloud/on-premises infrastructures.
• Ability to develop and maintain PowerShell scripts to improve operational efficiency.
• Perform proactive troubleshooting, root cause analysis, and resolution of complex technical issues.
• Manage application updates, releases, and deployments through structured change management processes.
• Monitor application and database performance, identify service gaps, and recommend reliability and resilience improvements.
• Produce and maintain technical documentation, operational procedures, and knowledge-sharing materials.
• Collaborate effectively with global IT teams, vendors, and business stakeholders to deliver high-quality support and service improvements.
• Demonstrate strong analytical, problem-solving, and decision-making skills in fast-paced environments.
• Maintain excellent customer focus, ownership, attention to detail, and communication skills.

Optional

• Experience with Power Platform and Dynamics 365.
• Knowledge of SaaS applications, HTML/CSS, and web technologies.
• Background in data analysis and reporting.
• Understanding of Site Reliability Engineering (SRE) principles and best practices.
• Experience supporting CRM or legal industry applications in a global organization.

Your responsibilities

• Support finance, business intake, CRM, time capture, and other business-critical applications.
• Analyze system and application issues, assess risks, identify enhancement opportunities, and provide recommendations to management.
• Manage and monitor the team's support queue, ensuring high service quality and customer satisfaction.
• Drive application infrastructure changes and process improvements within the team and across the wider IT department.
• Collaborate with vendors and stakeholders during service reviews to improve resilience, reduce risk, and minimize service disruption.
• Identify, assess, and remediate application and server security vulnerabilities across supported environments.
• Recommend and implement service reliability, performance, and resilience enhancements through analysis and testing.
• Monitor application, database, MS SQL, and SQL replication environments, proactively resolving issues and optimizing performance.
• Develop SQL jobs and PowerShell scripts to automate operational processes and improve efficiency.
• Troubleshoot and maintain end-to-end application and SQL infrastructure across Azure AVS, Azure-native, and SaaS/cloud platforms.
• Produce technical documentation, communicate system changes, and represent the team in Change Advisory Board (CAB) and Release Management activities.
• Coordinate the installation of Windows and application patches, updates, and releases as part of monthly and quarterly maintenance cycles.
• Package, configure, test, and deploy software updates in line with security and compliance requirements.
• Partner with Infrastructure & Operations teams, including End-User Computing, Systems, Networks, and Information Security, to ensure seamless service delivery.
• Work closely with customer-facing teams and stakeholders to support business-critical applications and services.
• Collaborate with the Global Service Desk, regional support teams, and the wider global IT organization to resolve issues and drive operational excellence.
• Provide technical expertise and guidance for projects, initiatives, and management requests.
• Participate in an on-call rotation and deliver out-of-hours support for critical business applications.
• Contribute to continuous improvement initiatives, enhancing team processes and ways of working.
• Collect, analyze, and maintain application performance data, reporting metrics, and service insights for critical systems.

What we offer

• Competitive pension scheme and income protection insurance.
• Comprehensive private medical coverage and access to healthcare services.
• Mental health and wellbeing support.
• Parental and special leave.
• Holiday entitlement.
• Employee discount programs and lifestyle benefits.

Recruitment for