Lead Application Support Engineer

We are looking for a Lead Application Support Engineer at an exciting time in Saga's history. As a Group, Saga is taking to the seas in our brand new, luxury cruise ships, leading the market with innovative insurance and financial products.

You will be supporting our key insurance applications and their integration with our 3rd party partners. The role also includes managing and coaching our Application Support Team.

You will bring excellent communication and technical leadership skills

And in return, you can look forward to all the responsibility and involvement of an integral role, providing you with a rewarding and fast-paced career with an excellent benefits package.

Main Responsibilities

As a lead Application Support Engineer your top responsibilities will be:

• Full Support process review, formalising coverage, priority and ownership based around business criticality and risk profile, and introducing SLAs for all incoming tasks.
• Produce clear metrics and MI of current task and monitoring status, and maintaining supporting documentation.
• Create clear escalation processes for incidents, defects and risks and coordinate this activity.
• Identification of low value activity and process improvements. Encouraging automation and coordinating with Development, DevOps and Robotics teams.
• Ensuring technical resolutions are of high quality, thoroughly tested, reviewed and aligned to the security policy.
• Developing relationships with internal customers and third parties to aid incident and issue resolution.
• Working collaboratively with other Technology professionals to support technology programmes, projects and workstreams.