Lead Application Support Analysts

As the Lead Application Support Analyst, you will have overall accountability for the applications in your team's portfolio, ensuring that they are supported, performant and always meet the business needs. This is a management role, so we are looking for previous management experience. You will report into an Application Services Manager and manage a team of 3-6 Support Analysts and a portfolio of up to 50 applications., * Providing second line support for applications within the portfolio and working with suppliers and/or in house squads for 3rd line and other support and maintenance tasks. Potentially undertakes 3rd line support where appropriate.

• Available for out of hours support as per business need.
• Working closely with suppliers to manage and resolve 3rd line incidents and monitor supplier delivery against SLA.
• Monitoring supplier release and upgrade schedules and ensuring that these are scheduled and rolled out so that applications are always on supported versions and platforms. Working with all teams to make sure there are no conflicts.
• Working with the contract management team to support the register of contracts and contract end dates and ensures that renewals and procurements are flagged in plenty of time.
• Leading and managing a team of Support Analysts, being part of the support rota in ServiceNow monitoring, actioning, allocating work and responsibilities across the team, ensuring that there is always adequate cover in place and assuring the work of team members.
• Being an integral member of the Application Management and Support Leadership Team. Supporting the Head of Applications Management and Support in day-to-day management of the function and in developing a vision and driving the function forward.
• To be available to work with the Transformation programme, working with colleagues across Transformation, business users, internal /external stakeholders and Technology.
• Building close relationships with Business Stakeholders and Suppliers.
• Acting as the SME for given applications, supporting technology and business colleagues, and providing advice and guidance as required.
• Maintaining the applications strategy and roadmap.
• Taking ownership of major incidents ensuring they are resolved in a timely manner.
• Internal and external Service Reviews.

• Previous experience in a lead role in Applications Management & Support, ideally working in a similar role in medium-large IT organisation.
• Strong background Service Management.
• Strong working knowledge of the Microsoft Operating environment and system.
• Strong Technical understanding of at least one of the core L&Q platforms (D365, Sitecore, Keystone, Total Mobile, NEC).
• Ability to explain technical issues to those with non-technical backgrounds. Strong written, and oral English, with the ability to advise, and inform in a consultative manner.
• Strong organisational and management skills, including the prioritisation of workload able to work under pressure.
• Experience leading and line managing small teams.

Benefits include: Excellent pension plan (up to 6% double contribution), 28 days Annual Leave rising to 31 days with length of service + Bank Holidays, Westfield Health Cash Plan, non-contributory life assurance, up to 21 hours volunteering paid days, lifestyle benefits, Employee Assistance Programme and many more ...

We're one of the UK's leading housing associations and developers. We were founded on a simple belief: high quality housing is vital for people's health, happiness and security. Everyone deserves a quality home that gives them the chance to live a better life., At L&Q, we know that diversity and inclusion make us stronger - and they're at the heart of everything we do. When we recruit, we look at what really matters: your skills, experience, and potential. We're proud to be recognised for creating an inclusive workplace. We're a Disability Confident Leader (Level 3) and we've introduced our own Recruitment Advocate scheme to make sure every step of our hiring process is fair, transparent, and consistent. It's all part of our commitment to ending discrimination and making L&Q a place where everyone feels welcome. Find out more here . Sustainability is also at the heart of what we do. We recognise the responsibility we hold as one of the UK's largest housing associations.