Application Support Analyst

Octopus; London; Hybrid; GBP 40,000 - 80,000

Job description

Company Description

At Octopus, we’re entrepreneurs and we’re investors, on a mission to back the people, ideas and industries that will change the world.

We think working here is great, but we’re understandably biased. Click here to explore Life at Octopus.

Job Description

What's in it for you

This role offers the unique opportunity to work with a diverse range of 20 APIs within a vast and dynamic technical estate. The environment is constantly evolving, providing exposure to a wide variety of experiences and challenges that keep things engaging and fast-paced. The team itself is incredibly close-knit, fostering a supportive atmosphere where collaboration and communication are key.

We are currently completing our transition to a new cloud native and event driven architecture, utilising future proofing capabilities including microservices and APIs, providing an amazing opportunity for you to employ and optimise your skills in a recognised market leader in financial services.

The team

You will be a part of a team of 10 people: 2 focus on managing finance applications, while 7 oversee IT applications. This role will specifically involve managing IT applications.

What You’ll Do:

• Provide daily support of production applications, resolving issues promptly and efficiently.
• Continuously monitor application performance and system health, implementing improvements where necessary.
• Manage major incidents, ensuring timely resolution and minimal impact on business operations with SLA.
• Diagnose and resolve technical issues related to application performance, connectivity, and functionality.
• Maintain detailed documentation of support activities, including incident reports, troubleshooting steps, and user guides.
• Identify and record underlying problems from recurring incidents and major incidents.
• Manage customer expectations by providing updates for resolution of problems or delivery of requirements.
• Assist end-users with technical application queries and provide training as needed.
• Work closely with engineering, Product Managers, IT infrastructure, and other stakeholders to improve continuous integrations, support and communication.
• Ensure all support activities comply with industry regulations and company policies.

Qualifications

Who You Are:

Bachelor’s degree in Computer Science, Information Technology, or a related field.

• Minimum of 3 years of experience in application support.
• Technical Skills:
  • Knowledge in Microsoft Azure, AWS, Microsoft Dynamics, PostMan, API’s, Cloud services, Confluence.
  • Strong knowledge of SQL, T-SQL and Microsoft SQL Server.
  • Experience with PowerShell, Python for scripting and automation.
  • Familiarity with HTML and XML for web-based applications and data exchange.
  • ITIL & ITSM framework experience.
  • Thorough understanding of Product & Software lifecycle.
  • Experience using service ticket applications e.g. JIRA, ServiceNow, FreshDesk.
• Strong analytical and problem-solving skills with the ability to troubleshoot and fix complex technical issues. A passion for customer experience and a commitment to exceeding expectations.
• Excellent verbal and written communication skills, with the ability to explain technical concepts to non-technical users. Create technical know-how documentation for the team.
• Ability to work effectively in a team environment and collaborate with cross-functional teams. Enjoy working in a friendly, collaborative, fast-paced team and are comfortable talking to people at all levels of business and technology.
• Appreciation of how functional fit and technical stability of applications underpin business efficiency.
• Are a champion of operational risk reduction in a technology environment.
• High level of accuracy and attention to detail to solve support queries.

Additional Information

What we offer:

A competitive salary, bonus, pension and share incentive plan.
️ Untracked holiday.
Hybrid working – minimum 3 days a week in the office.
Anchor (our wellness hub) which includes Headspace, one to one coaching through Wellness Cloud, Digital GP & more.
Up to 6 months paid parental leave regardless of gender.
️ Life insurance, critical illness cover and income protection.
Private medical insurance for you and your family.
Electric vehicle leasing.
The option to work overseas up to a month per year.

Our Values:
At our core, we believe that how a company behaves is just as important as what it does. That’s why we chose to become an accredited B Corp (the equivalent of a Fairtrade coffee stamp but for companies) and to change our Articles of Association so that the interests of all our stakeholders – employees, customers, communities, environment and shareholders – are considered in every decision we make.

We are committed to building a workplace where diversity is valued, and inclusion is a priority. By providing equal opportunities for growth and development, we embrace and celebrate all races, genders, religions, sexual orientations, ages, disabilities, and socio-economic backgrounds. We believe teams achieve their best when every member feels safe, respected and empowered to be their authentic selves.

We're proud to be disability confident and are committed to supporting candidates with a disability, including neurodiversity and mental health conditions, throughout the recruitment process. Applicants are welcome to opt-in to the disability confident scheme as part of our application process. If you require any adjustments to the interview process, we’ll be happy to accommodate where possible.