Application Support Manager
Date Posted: 11/06/2025
Location: London
Job Type: Full time
Apply NowApplication Support Manager
Full Time - 35 hours
London – hybrid 50%
Who are Just?
We help people achieve a better later life. That’s our purpose and it’s the reason we exist. We are a fast-growing FTSE 250 company helping customers enjoy the retirement they deserve. We do this through a variety of market leading, award-winning products and services, delivered by a diverse team of over 1,400 purpose-led colleagues who genuinely put the customer at the heart of everything we do.
This is a brilliant time to join our business. We are on an exciting growth journey to become the UK’s most loved retirement expert.
Purpose
As the Application Support Manager, you will be responsible for ensuring the stable and high-performing operation of applications across our Retail Technology business. This role plays a critical part in managing support teams, refining support processes and tools, and driving service excellence for our SaaS offerings, in-house applications, and third-party systems.
You will collaborate closely with stakeholders from TechOps, IT Service Desk, Engineering, and Business teams to ensure seamless service delivery. Additionally, you will contribute to the ongoing modernization of our technology stack, ensuring we continuously improve and innovate our application support strategies
Key Responsibilities:
Own Application Support Lifecycle: Ensure end-to-end support for critical business applications, meeting SLAs and availability targets.
Incident & Problem Management: Lead resolution and root cause analysis for all Retail application incidents, including major (P1/P2) issues.
Escalation & Crisis Leadership: Act as the escalation point for major incidents and provide direction during critical outages.
Stakeholder Collaboration: Engage with business, development, and infrastructure teams to address pain points and ensure smooth change and release transitions.
Vendor Oversight: Manage third-party vendor performance and ensure accountability for service delivery.
Service Monitoring & Metrics: Define and track KPIs, dashboards, and metrics to measure support quality and team performance.
Proactive Monitoring: Drive proactive detection and prevention of incidents across Retail applications.
Continuous Improvement: Lead ongoing enhancements in support processes, tools, and technologies.
Documentation Management: Ensure Retail application documentation is complete, current, and valuable.
Bug Fixes & Security: Oversee bug resolution and implementation of security enhancements.
Reporting: Deliver regular performance and service reports to the Retail Engineering Director.
Skills & Experience:
Proven experience as an Application Support Manager or Lead in Financial Services or other regulated industries.
Strong knowledge of Microsoft stack: C#, VB.NET, SQL, IIS, .NET Core.
Experience with Azure, Docker, AKS, and modern web technologies (React, REST APIs, SOAP).
Skilled in managing P1/P2 incidents, root cause analysis, and change coordination.
Familiar with ITIL v4 or equivalent service management practices.
Hands-on with tools like Dynatrace, Azure Application Insights, etc.
Able to leverage monitoring data to optimize performance and user experience.
Proficient in ServiceNow, JIRA Service Desk, and Azure DevOps.
Strong understanding of bug tracking, documentation, and change workflows.
Experience leading teams, mentoring, and cross-functional collaboration across IT and engineering.
Strong problem-solving with a data-driven mindset.
Clear communicator, able to explain technical concepts to non-technical audiences.
Solid understanding of application security best practices and vulnerability mitigation.
Company Benefits
A Competitive Salary, Pension Scheme and Life Assurance
Along with 25 Days Annual Leave plus an Additional Day on us for your Birthday
Private Medical Cover and Income Protection, just in case
A generous and highly achievable bonus scheme – paid annually based on individual and company performance against targets
Opportunity to progress within your career both in-role and within the company
FREE access to the Headspace App, a 24/7 Employee Assistance Helpline and Trained Physical & Mental Health First Aiders (On-Site)
A variety of Employee Funded Benefits available to you via our Online Benefits Portal
Plus, several additional purchase options available for you and your loved ones
Why Just?
At Just you’ll have the opportunity to develop your career, whilst making a difference to the lives of those around you. You’ll be part of a company with a strong and distinctive culture - we’re ambitious, curious and collaborative – and every decision we make centres around being Just and delivering the best outcomes for our customers.
We’re committed to building a more sustainable business, and we’re working hard to make progress against our Net Zero targets. We're reducing our reliance on fossil fuels in our offices, switching to more sustainable sources of energy and we're investing more of our money in green and social assets.
Valuing diversity of thought and fostering a sense of belonging is critical to our business success, driving innovation and balanced decision making. Our work on DEIB (Diversity, Equity, Inclusion and Belonging) aims to deliver a brilliant employee experience underpinned by a sense of belonging, where our people feel proud to work at Just. We remain committed to our publicly disclosed HM Treasury Women in Finance Charter and Race at Work Charter targets and support a wide range of employee network and events, championing issues including intergenerational working, social mobility and neurodiversity.
Be Bold. Be Brilliant. Be Just.
At Just we encourage a flexible and agile working environment for the majority of our opportunities. Get in touch with us to discuss in more detail.