Application Support Manager

Application Support Manager

Full Time - 35 hours

London – hybrid

At Just we encourage a flexible and agile working environment for the majority of our opportunities. Get in touch with us to discuss in more detail.

Who are Just?

We’re a FTSE 250 Financial Services company who specialise in retirement solutions and right now, our world is moving pretty quickly. With the defined benefit buy in / buy out space growing each year, Just continues to annually grow its business by over £4bn of assets.

We are a purpose driven company with compelling and credible goals. Quite simply, we help people achieve a better later life. We achieve this by providing competitive and innovative products, services, financial advice and guidance to help our customers achieve security, certainty and provide them with peace of mind in retirement.

That’s who we are. We’re a company on a mission: to become a beacon for the entire retirement industry. Because we believe everyone deserves a fair, secure, and fulfilling retirement.

Purpose

As the Application Support Manager, you will be responsible for ensuring the stable and high-performing operation of applications across our Retail Technology business. This role plays a critical part in managing support teams, refining support processes and tools, and driving service excellence for our SaaS offerings, in-house applications, and third-party systems.

You will collaborate closely with stakeholders from TechOps, IT Service Desk, Engineering, and Business teams to ensure seamless service delivery. Additionally, you will contribute to the ongoing modernization of our technology stack, ensuring we continuously improve and innovate our application support strategies

Key Responsibilities:

• Own Application Support Lifecycle: Ensure end-to-end support for critical business applications, meeting SLAs and availability targets.
• Incident & Problem Management: Lead resolution and root cause analysis for all Retail application incidents, including major (P1/P2) issues.
• Escalation & Crisis Leadership: Act as the escalation point for major incidents and provide direction during critical outages.
• Stakeholder Collaboration: Engage with business, development, and infrastructure teams to address pain points and ensure smooth change and release transitions.
• Vendor Oversight: Manage third-party vendor performance and ensure accountability for service delivery.
• Service Monitoring & Metrics: Define and track KPIs, dashboards, and metrics to measure support quality and team performance.
• Proactive Monitoring: Drive proactive detection and prevention of incidents across Retail applications.
• Continuous Improvement: Lead ongoing enhancements in support processes, tools, and technologies.
• Documentation Management: Ensure Retail application documentation is complete, current, and valuable.
• Bug Fixes & Security: Oversee bug resolution and implementation of security enhancements.
• Reporting: Deliver regular performance and service reports to the Retail Engineering Director.

Skills & Experience:

Application Support Leadership:

• Proven experience as an Application Support Manager or Lead within Financial Services or similarly regulated industries.

Technical Expertise:

• Strong knowledge of Microsoft technologies: C#, VB.NET, SQL, IIS, .NET Core.
• Cloud and containerization experience with Azure, Docker, and AKS.
• Familiarity with modern web technologies, including React, REST APIs, and SOAP architectures.

Incident & Service Management:

• Skilled in managing P1/P2 incidents, business impact analysis, root cause investigations, and change coordination.
• Strong grasp of IT service management practices; ITIL v4 certification or equivalent preferred.

Proactive Monitoring :

• Hands-on experience with tools like Dynatrace, Azure Application Insights, or similar platforms.
• Ability to use monitoring data to enhance application performance and user experience.

Tools & Processes:

• Proficient with service and change management platforms: ServiceNow, JIRA Service Desk, Azure DevOps.
• Experienced in bug tracking, documentation, and change workflows.

Leadership & Collaboration:

• Proven people management, mentoring, and performance development experience.
• Proven ability to work cross-functionally with IT Service Desk, Infrastructure, and Engineering teams.

Analytical & Communication Skills:

• Strong problem-solving abilities with a data-driven approach to service improvement.
• Excellent verbal and written communication skills; adept at conveying complex technical information to non-technical audiences.

Security Awareness:

• Good understanding of enterprise security best practices and experience mitigating application vulnerabilities.

Company Benefits

• A Competitive Salary, Pension Scheme and Life Assurance
• Along with 25 Days Annual Leave plus an Additional Day on us for your Birthday
• Private Medical Cover and Income Protection, just in case
• A generous and highly achievable bonus scheme – paid annually based on individual and company performance against targets
• Opportunity to progress within your career both in-role and within the company
• FREE access to the Headspace App, a 24/7 Employee Assistance Helpline and Trained Physical & Mental Health First Aiders (On-Site)
• A variety of Employee Funded Benefits available to you via our Online Benefits Portal
• Plus, several additional purchase options available for you and your loved ones

Why Just?

We are committed to building a more sustainable business and have publicly committed to reduce our scope 3 emissions to Net Zero by 2050 and our scope 1 and 2 emissions to Net Zero by 2025. We’ve made good progress so far and encourage our people to make small and meaningful changes in their everyday lives, so that we can protect our planet for future generations.

Diversity, Equity and inclusion (DE&I) is a key priority for Just as part of our overall strategy and ensuring all of our people feel proud to work at Just. We have joined a number of initiatives including the Race at Work Charter, designed to improve outcomes for employees from underrepresented backgrounds. We also run a Reciprocal Mentoring scheme for employees from a BAME background, those with a disability and those who identify as LGBTQ+. There are multiple employee network groups, which champion issues including race, gender, social mobility and neurodiversity.

What’s clear about working at Just is that we care. We care about our customers, our purpose, our environment, inclusivity, wellbeing and most importantly - each other.