Field Operations Technical Support Manager

Application and Hardware 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.

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