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Job Description
You work as part of a team providing technical application support and maintenance across the software portfolio estate. You act as the Application Services escalation contact for the Service Hub, which serves as the IT front door in line with the firm’s established ITSM framework.
You deliver functional and technical enhancements following established processes for incidents, requests, and changes. You work closely with the Product Management team to ensure supported applications meet operational availability targets, maximise the use of product capabilities, and identify any duplicate functional overlap within the service estate.
You assist with ongoing projects to ensure successful delivery and a smooth transition into the standard BAU support model. You build effective working relationships with colleagues in the Application Services teams and across the wider IT function.
You collaborate with vendors and internal technology teams on product upgrades, issue resolution, and feature requests. You also work European shift hours to ensure support services are delivered within agreed SLAs.
Day-to-Day Responsibilities
On a day-to-day basis, you are responsible for resolving technical application issues. You work closely with the Service Hub as the third-level application support team to resolve incidents.
You create and maintain Knowledge Base Articles that provide critical information to front-line Service Hub teams. You perform ticket and trend analysis and manage application backlog lists across the software estate.
You produce MI and reporting packs and engage with suppliers and external partners delivering services. You conduct service reviews and track performance against SLA targets.
You provide application support to projects using both agile and waterfall methodologies and help transition project deliveries into operational service. Quality of service is essential in this role, along with a strong understanding of application development and an appreciation of infrastructure design. You apply strong problem-solving skills and maintain a pragmatic, solutions-focused approach.
Key Competencies
- Customer Focus – You gain insight into customer needs, identify opportunities that benefit the customer, and design solutions that effectively meet those needs.
- Effective Communication – You adjust your communication style to suit the audience and message, provide timely and relevant information, and encourage the open expression of diverse ideas and opinions.
- Action-Oriented – You take ownership of challenges, act decisively without unnecessary planning, and proactively identify new opportunities.
- Interpersonal Savvy – You build strong relationships across all levels, functions, cultures, and geographies by engaging in an open, friendly, and respectful manner.
- Commercial Awareness – You stay informed about external market trends and understand how technology can be used as a strategic differentiator.
Qualifications
In addition to demonstrating the Group Values of being Authentic, Bold, and Collaborative, you are expected to:
- Facilitate open and honest debate to drive continuous improvement
- Demonstrate strong emotional and cultural awareness, particularly in post‑M&A environments and when managing change
Required Experience
Education / Professional Qualifications
- You preferably hold a degree-level education.
- You have experience with ITSM frameworks such as ITIL and/or COBIT.
Background Experience
- You have experience supporting enterprise services to help the business meet agreed deadlines.
- You have a strong appreciation of application design and development, including database and infrastructure technologies.
- You demonstrate excellent troubleshooting, problem-solving, and delivery skills, supported by a solid understanding of ITIL support processes.
- You have experience implementing and customising third‑party systems.
- You are familiar with programming structure concepts and integrated development environments.
- Service delivery and operational support are central to your role, alongside your knowledge of application development and understanding of infrastructure design. You take a pragmatic approach and apply strong problem‑solving skills.
Technical Skills
- You possess excellent SQL skills for troubleshooting and enhancing internal processes (mandatory).
- You are able to identify potential performance improvements within existing SQL solutions.
- You are proficient in supporting SSRS, Power BI, and Crystal Reports for operational teams (SSRS mandatory).
- You have experience using source code control tools such as GIT, Azure DevOps (ADO), or SVN.
- You have worked with suppliers delivering both on‑prem and hosted SaaS solutions.
- Experience with system merging and migration is advantageous.
- Experience with Tableau technology is considered a plus.
Management and Leadership
- You are able to present and communicate solutions clearly and concisely to both technical and non‑technical audiences, including senior stakeholders, project teams, and external customers.
- You demonstrate excellent interpersonal skills, including facilitation, negotiation, collaboration, and influencing.
Languages
- You are fluent in English.
Additional information
OUR COMMITMENT TO YOU AND THE ENVIRONMENT
As a forward-looking business, sustainability is integral to our strategy and operations. Our sustainability depends on us building and maintaining meaningful, long-term relationships with all our stakeholders – including our employees, clients, and local communities – while also reducing our impact on our natural environment.
There is always more we can, and should do, to improve – whether in relation to our people, our clients, our planet, or our governance. Our ongoing success as a business depends on our sustainability and agility in a changing and challenging global landscape. We’re committed to fostering an inclusive, equitable and diverse culture for our people, led by our Diversity, Equity, and Inclusion steering committee.
Our learning and development programmes and systems enable us to invest in growing our employees’ careers, while our hybrid working approach supports our employees in achieving balance and flexibility while remaining connected to their colleagues. We want to empower our 5,800+ employees - from 94 nationalities, speaking 41 languages across 25 countries - to each achieve their potential. Through IQ-EQ Launchpad we support female managers launching their first fund, in an environment where only 15% of all private equity and venture capital firms are gender balanced.
We’re committed to growing long-term relationships with our clients and supporting them in achieving their objectives. We understand that our client’s sustainability and success leads to our sustainability and success. We’re emotionally invested in our clients right from the beginning.
Company description
ABOUT IQ-EQ
We’re a leading Investor Services group offering end-to-end services in administration, accounting, reporting, regulatory and compliance needs of the investment sector worldwide.
We employ a global workforce of 5,800+ people across 25 jurisdictions and have assets under administration (AUA) exceeding US$750 billion. We work with 13 of the world’s top 15 private equity firms.
Our services are underpinned by a Group-wide commitment to ESG and best-in-class technology including a global data platform and innovative proprietary tools supported by in-house experts.
Above all, what makes us different is our people. Operating as trusted partners to our clients, we deliver intelligent solutions through a combination of technical expertise and strong relationships based on deep client understanding.
We’re driven by our Group purpose, to power people and possibilities.
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