About this role
Job Description As a Senior Application Support Engineer, you will serve as the senior technical resource for Level 2 support. You will handle the most complex incidents and service requests escalated from L1/L2, mentor junior team members, and ensure adherence to ITSM processes. This role is ideal for individuals seeking a career progression, offering exposure to application internals, environments, and development practices. Your contribution <strong>Incident Management</strong><br>▪ Act as the final escalation point within Tier 1 for complex incidents.<br>▪ Lead troubleshooting using logs, configuration checks, and database queries.<br>▪ Participate in Major Incident calls as Tier 1 technical lead.<br>▪ Own incidents from logging to closure with accurate categorisation, prioritisation, and impact assessment for self and others in the team.<br>▪ Ensure First Response Time service level agreement (SLA) is always met<br>▪ Coordinate and perform first-line diagnostics (password resets, UI checks, configuration reviews, basic proactive checks/monitoring and others).<br>▪ Apply standard operating procedures (SOPs) and known fixes to restore service or escalate to your supervisor, direct reporting line, L2 or L3 as per SOPs and SLAs.<br>▪ Provide clear, timely updates and ETAs on all incidents.<br><br><strong>Service Request Fulfilment</strong><br>▪ Handle advanced service requests (data extracts, configuration changes, secure access).<br>▪ Meet request SLAs.<br>▪ Validate requests for compliance and accuracy.<br>▪ Support Team Leader on reporting<br><br><strong>Problem Management</strong><br>▪ Identify recurring incidents, raise problem records with evidence, and provide replication steps and timelines to assist RCAs.<br>▪ Support Problem Manager to create and review RCAs.<br>▪ Collaborate with L2 and L3 engineers to ensure RCAs are complete.<br><br><strong>Knowledge Management</strong><br>▪ Mentor L1/L2 engineers.<br>▪ Drive continuous improvement in L1/L2 processes.<br>▪ Create, review and maintain knowledge articles, standard operating procedures and FAQs.<br>▪ Convert frequent issues into definitive knowledge-based solutions and flag product/documentation gaps.<br><br>Proactive Monitoring, Support & Reporting<br>▪ Review and interpret application health dashboards.<br>▪ Assist in refining alert thresholds.<br><br><strong>Change and Release Support (operational readiness)</strong><br>▪ Perform pre/post-change checks, confirm service health, and ensure accurate customer comms.<br>▪ Assist with User Acceptance Tests and report anomalies to Product Owner<br> <br><strong>Information Security & Compliance</strong><br>▪ Complete Information Security, GDPR and Data Protection trainings when required.<br>▪ Handle customer data securely and secure data handling.<br>▪ Escalate suspected security incidents immediately and adhere to frameworks such as ISO 27001 and GDPR.<br>Service Continuity and Major Incident Support:<br>▪ Participate in war rooms to resolve major incidents and business continuity activities<br>▪ Contribute to Post Incident Reviews with timelines, customer feedback, and knowledge updates.<br><br><strong>Continuous Improvement</strong><br>▪ Propose process/product improvements that reduce ticket volume, improve First Time Response/Resolution, and enhance customer satisfaction. What makes you stand out ▪ 3–5 years in Level 1/2 Application/Product Support (B2B/SaaS preferred).<br>▪ Degree or Masters in Information Technology or any relevant field<br>▪ Strong troubleshooting skills.<br>▪ Solid grasp of ITIL 4 concepts: Incident, Request, Knowledge; awareness of Problem and Change; confident working to SLAs/OLAs.<br>▪ Strong knowledge of SQL is required for read/write queries and data validation.<br>▪ Experience operating in or supporting regulated environments (financial services advantageous).