Application Support Analyst

Keep the platforms our customers and colleagues rely on performing at their best

We’ve invested in modernising our technology landscape and strengthening the platforms that support our customers and colleagues. The opportunity now is to make those services even more stable, resilient and easy to support.

As an Application Support Analyst, you’ll provide support across business-critical applications and integrations, using hands-on investigation to resolve incidents and prevent repeat issues. You’ll make a visible impact by improving service reliability, strengthening operational capability and sharing specialist knowledge across the team.

There’s More to the Story

This role is just one part of a much bigger transformation. Explore our Technology & Change careers page to meet the teams, discover our technology journey and see how you can help shape what’s next.

How you’ll make an impact

You’ll...

Own Level 2 incidents from diagnosis through resolution and root cause analysis.

Troubleshoot issues across Salesforce, Mule Soft APIs, Go Anywhere MFT workflows and Genesys contact flows.

Use logs, transaction traces, API payloads and Sumo Logic dashboards to investigate failures and performance issues.

Manage incidents, problems, changes, defects and technical backlog items through ITSM tooling and Azure Dev Ops.

Monitor platform health, integrations, batch jobs, APIs and contact centre services, identifying recurring risks and opportunities to automate.

Act as a subject matter expert, creating runbooks, sharing knowledge and coaching colleagues.

So that...

Business-critical services recover quickly and repeat issues are reduced.

Cross-platform failures are understood and resolved with clear technical evidence.

The team can identify root causes across application, integration and data layers.

Work is prioritised by business impact and progressed in line with service expectations.

Services become more resilient, observable and efficient to support.

Capability grows across the team and single points of failure are reduced.

Why this role matters

Reliable applications and integrations are essential to the services our customers and colleagues use every day. This role helps protect the stability, availability and performance of platforms including Salesforce, Genesys, Go Anywhere, Mule Soft and Sumo Logic.

You’ll work closely with Application Support, Engineering, Development, project teams, business operations, contact centre stakeholders and third-party suppliers, seeing how your technical expertise contributes to faster recovery, reduced downtime and more resilient services.

Customer and service focus

We prioritise work according to business impact, risk and the customer experience.

We use logs, payloads, traces and monitoring data to diagnose issues thoroughly.

We collaborate across support, engineering, project and operational teams from diagnosis to resolution.

We address root causes, automate manual activity and improve the resilience of services.

We create clear runbooks, coach colleagues and build capability across the team.

Salesforce

Mule Soft and REST/SOAP APIs

Go Anywhere MFT/SFTP

Genesys contact centre services

Integrated and asynchronous processing

Support and delivery tooling

Azure Dev Ops and ITSM tooling

Sumo Logic and observability dashboards

JSON, XML, payloads and log structures

Runbooks, data-flow mappings and recovery procedures

Defect, release and problem management

Experience in Application Support, Integration Support or a similar technical role.

Hands-on experience supporting business-critical production systems and integrated enterprise platforms.

S…