Application Support Engineer

Location: London, hybrid (3 days per week in the office)

Immersum is supporting a long-established organisation within their sector that is entering an exciting period of digital growth and innovation. With ambitions to expand its range of tradable financial products and deliver innovative risk management solutions to their industry and investors, they are looking for a Product Support Engineer to join their growing Product Development team.

This is an opportunity to work within a business that combines a wealth of industry heritage with a forward-thinking technology strategy. You'll play a key role in supporting business-critical applications, customer onboarding, incident management, and the ongoing configuration and maintenance of internal systems that underpin the organisation's services.

Reporting directly to the CIO, you will join the Product Development team and take responsibility for supporting and maintaining a range of bespoke applications used across the business. Working closely with customers, internal stakeholders and technology teams, you will provide 1st line support, coordinate incidents, manage system configurations, and contribute to the continuous improvement of operational processes. This role would suit someone with a strong grounding in IT Service Management principles who enjoys troubleshooting complex systems, improving operational processes, and delivering excellent customer service.

• Configure and maintain bespoke applications used across benchmark production, membership management and publication services
• Provide 1st line support for customer queries, ensuring service levels and KPIs are achieved
• Coordinate and manage incidents, including logging activity, engaging relevant stakeholders and conducting root cause analysis
• Support customer onboarding activities and ongoing customer engagement
• Create, maintain and improve operational documentation, runbooks and standard operating procedures
• Work closely with Product Development teams to ensure the smooth operation and continuous improvement of systems and services
• Assist with change management and configuration activities across business-critical platforms
• Support operational excellence initiatives and drive improvements to service delivery processes

• Strong experience working within IT Service Management (ITSM) environments
• Solid understanding of incident, problem and change management processes
• Experience supporting business-critical applications and services
• Strong troubleshooting and problem-solving capabilities
• Excellent organisational skills with strong attention to detail
• Excellent written and verbal communication skills
• Ability to manage multiple priorities and work effectively in a fast-paced environment
• Degree in Computer Science or a related technical discipline (or equivalent experience)
• Knowledge of Jira Service Management or similar service desk platforms
• Experience using Confluence or other documentation platforms
• ITIL Foundation certification or equivalent ITIL knowledge
• Awareness of cloud platforms such as Microsoft Azure and AWS
• Experience creating and maintaining technical documentation and operational runbooks
• Understanding of customer onboarding and support processes
• Awareness of the shipping, maritime or financial services sectors

• 16% annual bonus
• 8% non-contributory pension
• Hybrid working (3 days per week in the London office)
• Opportunity to work directly with senior leadership, including the CIO
• A business with significant investment in technology and product innovation
• A collaborative environment where your input will directly influence operational excellence and customer experience

If you're passionate about delivering excellent service, solving technical challenges, and working within a business that is modernising and investing heavily in technology, we'd love to hear from you.