Application Support Manager

Application Support Manager London | Hybrid Working 12-Month FTC The Opportunity An exciting opportunity has arisen for an experienced Application Support Manager to lead the delivery of application support services within a complex enterprise technology environment. This role is responsible for the leadership of a multidisciplinary team delivering 2nd and 3rd Line Application Support, ensuring the stability, availability, and performance of business-critical systems. You’ll play a key role in managing service performance, driving operational improvements, overseeing major incidents, and working closely with technical and business stakeholders to ensure a high-quality support service. Key Responsibilities * Lead and develop a team providing 2nd and 3rd Line Application Support services. * Ensure the availability, performance, and reliability of business-critical applications. * Act as the senior escalation point for complex technical issues and major incidents. * Oversee incident management, problem management, root cause analysis, and service recovery activities. * Monitor service performance against agreed KPIs and service levels. * Drive continuous improvement initiatives across support processes, tooling, and operational practices. * Work closely with engineering, infrastructure, service management, and business teams to ensure effective service delivery. * Support application upgrades, releases, enhancements, and operational readiness activities. * Manage workload planning, resource allocation, and team performance. * Produce regular reporting on service performance, trends, risks, and improvement opportunities. * Build strong relationships with internal stakeholders and third-party suppliers. Skills & Experience * Proven experience leading Application Support, Technical Support, Production Support, or IT Operations teams. * Strong background managing 2nd and 3rd Line Support functions within a complex environment. * Experience managing major incidents and driving issue resolution through to root cause. * Knowledge of incident, problem, and change management processes. * Experience operating within KPI and SLA-driven service environments. * Strong people leadership and stakeholder management skills. * Excellent analytical and problem-solving abilities. * Ability to balance operational delivery with continuous improvement initiatives. Desirable Experience * Experience supporting customer-facing or enterprise-scale applications. * Familiarity with ITIL-based service management principles. * Experience with monitoring, ticketing, and service management platforms. * Exposure to highly available, business-critical systems environments. * Experience supporting digital transformation, application modernisation, or large-scale technology programmes