Application Support Analyst

Overview

Job Description Purpose of the role:
To effectively monitor and maintain the bank’s critical technology infrastructure and resolve more complex technical issues, while minimising disruption to operations.

• Provide technical support for the service management function to resolve more complex issues for a specific client or group of clients.
• Develop the support model and service offering to improve the service to customers and stakeholders.
• Execute preventative maintenance tasks on hardware and software and utilise monitoring tools/metrics to identify, prevent and address potential issues and ensure optimal performance.
• Maintain a knowledge base containing detailed documentation of resolved cases for future reference, self‑service opportunities, and knowledge sharing.
• Analyse system logs, error messages and user reports to identify root causes of hardware, software and network issues and provide resolutions by fixing or replacing faulty hardware, reinstalling software, or applying configuration changes.
• Implement automation, monitoring enhancements, capacity management, resiliency, business continuity management and front‑office specific support.
• Identify and remediate or raise potential service‑impacting risks and issues through the appropriate process.
• Proactively assess support activities and implement automations where appropriate to maintain stability and drive efficiency.
• Tune monitoring tools, thresholds and alerting to ensure issues are known when they occur.

• Perform prescribed activities in a timely manner and to a high standard consistently driving continuous improvement.
• Demonstrate in‑depth technical knowledge and experience in the assigned area of expertise.
• Lead and supervise a team, guiding and supporting professional development, allocating work, and coordinating resources (if the role includes leadership responsibilities).
• Act as an advisor and partner with other functions and business areas, influencing decision making within own area of expertise.
• Take responsibility for embedding new policies or procedures adopted due to risk mitigation.
• Resolve problems by identifying and selecting solutions through the application of technical experience.
• Act as a contact point for stakeholders outside the immediate function, building a network of contacts.

• Experience with COBOL‑based applications, DB2, VSAM, JCL, and CICS.
• Knowledge of Hogan / CAMS, ZOS/Connect and REXX tool is highly valued.
• Strong analytical and troubleshooting skills.
• Ability to work in a follow‑the‑sun model and deliver service to both colleagues and customers.
• Experience in incident and problem management across critical card systems.
• Familiarity with Major Incident Management (MIM) calls and 24/7/365 operations.
• Understanding of risk and controls, change and transformation, business acumen, strategic thinking and digital and technology.

This role is based out of the office in Knutsford, Cheshire.