Senior Application Support Analyst

Senior Application Support Analyst Permanent Work from home with a designated office in Coventry

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. This is an excellent opportunity for an experienced application support professional who enjoys solving complex technical issues, leading service improvements, and working with modern cloud technologies.

• A strong work ethic and commitment to delivering excellent service.
• The ability to analyse complex technical issues and make informed decisions quickly.
• A clear focus on service improvement and operational efficiency.
• Confidence communicating technical information to both technical and non‑technical audiences.
• A customer‑focused approach with a desire to turn challenges into positive outcomes.

• 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.

• Hybrid – designated office at Coventry, occasional travel…