2nd Line Application Support Analyst (with 3rd Line Exposure)
One Day a week in office (Greater Manchester)
We are currently supporting a leading organisation within their industry to join a team which will allow you autonomy on your responsibilities and support you to progress within the team. As the 2nd Line Application Support Analyst you will be responsible for providing high-quality technical support across the business, taking ownership of application-related incidents and service requests through to resolution.
The role focuses on in-depth troubleshooting, root cause analysis, and continuous service improvement, with regular collaboration alongside 3rd Line support teams, application owners, and development teams.
Key Responsibilities
- Take ownership of incidents and service requests allocated to the Application Support team, ensuring timely resolution in line with agreed SLAs and KPIs.
- Analyse, diagnose, and resolve complex application and system issues, identifying root causes and implementing sustainable solutions.
- Escalate incidents to 3rd Line support, development teams, or third-party suppliers where necessary, while maintaining end-to-end ownership.
- Maintain accurate and up-to-date documentation for incidents, known errors, resolutions, and operational procedures.
- Manage and support major and safety-critical incidents throughout their lifecycle, ensuring appropriate logging, communication, and post-incident reviews.
- Provide technical support and guidance to end users across a range of bespoke and commercial applications, ensuring a high level of customer satisfaction.
- Collaborate closely with Application Delivery teams, application owners, and subject matter experts to support releases, changes, and product updates.
- Identify opportunities to reduce recurring incidents through problem management, automation, and process optimisation initiatives.
- Contribute to service management improvements and support the evolution of ITIL-aligned processes.
- Participate in Application Support team meetings, sharing knowledge, feedback, and best practices.
- Develop technical and business knowledge through training platforms and on-the-job learning to support career progression toward 3rd Line responsibilities.
Your Experience
- Proven experience working within a 2nd Line Application Support or similar IT support role.
- Experience operating within an ITIL-based service management environment.
- Strong troubleshooting and analytical skills across multiple support levels.
- Experience supporting bespoke application environments.
- Working knowledge of SQL Server and T-SQL for data investigation and issue diagnosis.
- Familiarity with IT Service Management (ITSM) tools for incident, request, and problem management.
- Excellent communication and interpersonal skills with a strong customer-focused mindset.
- Ability to manage multiple tasks, prioritise workloads effectively, and take ownership of issues independently and collaboratively.
Desirable
- Exposure to 3rd Line support activities, including collaboration with development teams and external suppliers.
- Experience working in a software development environment with an understanding of the Software Development Lifecycle (SDLC).
- An Automation First mindset, with interest or experience in scripting or process automation.
- Experience supporting application releases, changes, and post-deployment support.
If this role sounds like your next move click “APPLY” or Email [email protected]
