Senior Application Support Analyst

Permanent

Work from home with a designated office in Coventry. Participate in an on‑call rota (average 1 every 2/3 months) and perform out‑of‑hours changes when required.

We are looking for a highly skilled Senior Application Support Analyst to join our Applications Support team supporting critical applications within the Transport for London (TfL) business unit. Working within a Microsoft Azure environment, you will play a key role in improving service quality, strengthening frontline support capability, and maintaining the stability and performance of business‑critical systems.

Senior Application Support Analyst

• Provide proactive support for incidents and service requests assigned to the Applications Support team.
• Investigate, analyse and resolve application, system and data‑related issues across Azure‑hosted environments.
• Act as a senior escalation point for Frontline Support Analysts, providing guidance and technical expertise.
• Lead service improvement initiatives to enhance application stability, monitoring and operational efficiency.
• Collaborate with System Support teams and subject matter experts to implement new monitoring, alerting and support processes.
• Take ownership of complex incidents, root‑cause investigations and recurring problem resolution activities.
• Ensure systems meet agreed service levels, uptime targets and strict KPIs.
• Maintain accurate technical documentation and promote knowledge sharing across the team.
• Support application platforms running on Microsoft Azure, databases and containerised environments.
• Work closely with internal stakeholders, third‑party suppliers and technical teams to deliver high‑quality support services.
• Identify opportunities to reduce errors, automate processes and improve customer outcomes.

• Experience supporting business‑critical applications in a production environment.
• Strong knowledge of Microsoft Azure cloud services and Grafana monitoring.
• Experience supporting Azure‑based applications.
• Hands‑on experience with Kubernetes, containers, pods and microservices.
• Strong knowledge of Microsoft SQL Server and/or Oracle PL/SQL.
• Experience supporting applications that use Microsoft SQL and Oracle databases.
• Proven incident management and troubleshooting experience.
• Experience working within an ITIL‑based support environment.
• Strong analytical and problem‑solving skills.
• Experience working to and achieving service level agreements (SLAs) and KPIs.
• Ability to create and maintain clear technical documentation.
• Excellent written and verbal communication skills.

• Power Shell scripting.
• Linux, Unix or Ubuntu administration.
• SFTP technologies.
• T‑SQL.
• XML and XSLT.
• SOAP‑based integrations.
• Grafana monitoring tools.
• Databricks.
• HDS.
• Advanced Microsoft Excel skills.
• Experience working within highly regulated or operationally critical environments.

• Ability to work independently while managing multiple priorities effectively.
• Strong organisational and time‑management skills.
• Resilient and calm under pressure in a fast‑paced support environment.
• A proactive approach to identifying and resolving issues.
• Excellent stakeholder management skills with the ability to engage at all levels.
• Strong attention to detail and commitment to quality.
• Collaborative team player who actively shares knowledge and best practice.
• Flexible and adaptable approach to changing business requirements.
• Willingness to take ownership and accountability for outcomes.
• Continuous improvement mindset with a focus on delivering operational excellence.

• Achieve Together:
  We collaborate across teams, share knowledge and support one another to deliver the best outcomes for our customers and colleagues.
• Customer First Always:
  We put customer needs at the heart of everything we do, ensuring reliable, high‑quality service and continuous improvement.
• Fearless Innovation:
  We embrace new ideas, technologies and ways of working to improve services, solve problems and drive better results.
• Everyone Is Valued:
  We foster an inclusive environment where every colleague is respected, supported and empowered to…