Application Support Analyst

WHO WE ARE

We are interactive investor (ii), the UK’s number one flat-fee investment platform, here to help our customers take control of their financial future.

For a simple, flat monthly fee we provide a secure home for customer pensions, ISAs and investments. Other providers charge a percentage fee, which means the amount a customer pays increases as their investments grow. Our flat fee stays the same, so ii customers keep more of their money. Additionally, we provide an industry-leading selection of investments and a team generating up-to-date expert insight.

This choice and intelligence can help our customers invest in the way that’s right for them.

interactive investor has been helping investors for 25 years. Over the years, we have seen market highs and lows, and been resilient throughout. We are proud to have over £45 billion of assets under administration, over 500,000 customers, and to be rated ‘Excellent’ on Trustpilot.

The purpose of this role is the proactive support and management of Interactive Investor’s Corporate Systems application services – covering dealing systems, finance, HR, Risk and Compliance.

The responsibilities of the role include:

• Maintaining availability service levels through proactive management of application/server components and rapid response through monitoring and alerts.
• Management of application capacity through regular housekeeping, monitoring, and forecasting.
• Management and monitoring of automated job schedules.
• Providing operational support of application/server components along with reactive on‑call out-of-hours support. Working within a team rota to ensure cover through supported hours (7.00am-5.00pm Mon‑Fri) and exception‑based out-of-hours support through an on-call rota.
• Maintaining currency of application/server components through patching and component lifecycle management.
• Proactively identifying technical improvements / additional features for the supported applications and platforms.
• Working with Stakeholders to onboard business applications fitting with IT control standards.

• Working to a Service First Culture ensuring that IT does all it can to impact Customer and Employee satisfaction levels
• Build and maintain close working relationships with key IT and business partners to ensure a collaborative working environment
• To proactively monitor system health in terms of availability, performance, and capacity – early identification and remediation of potential issues and rapid response and remediation of live incidents
• Follow Incident Management processes including prompt escalation of faults and incidents

• To plan and implement changes according to Service Management and Change Management processes

• Conduct troubleshooting and root cause analysis and make recommendation to prevent repeating issues
• Carry out housekeeping and maintenance activities for supported infrastructure – maintaining operational supportability, data security, and data integrity through an active currency project
• Create and maintain operating documentation
• Understand and work to IT Service Levels
• Script and automate processes wherever possible – avoiding manual processes and helping to reduce costs
• Keep up to date with infrastructure developments and contribute to future developments and roadmaps.
• Provide support and assistance to business and IT change projects – managing and prioritising own workload of service tickets and project tasks

• Excellent problem solving and analytical skills
• Able to understand complex technical concepts and translate them into clear, accessible communication for both technical and non-technical audiences, across written and verbal formats.
• Strong interpersonal and communication skills, with the ability to collaborate effectively and build relationships across all levels of an organization.
• A flexible approach to working hours which may include evenings and weekends.
• Experienced in working in a team-oriented, collaborative environment.
• Experienced in working and prioritising within a high-pressure, time critical operating environment
• 3rd party supplier interaction and partnering.
• Time Management and Prioritisation
• Change…