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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 provides the IT front door in line with the firm’s established ITSM framework.
You deliver functional and technical enhancements in accordance with established processes for incidents, requests, and changes. You work closely with the Product Management team to ensure supported applications meet operational availability targets, create and manage product backlogs, and establish clear delivery roadmaps.
You participate in and, where required, chair service reviews with key suppliers and manage stakeholders through appropriate, timely communication on both service issues and feature deliveries. You maximise the use of product capabilities and identify duplicate functional overlap within the service estate.
You assist ongoing projects to ensure successful delivery and a smooth transition into the standard BAU support model. You build effective working relationships with colleagues across the Application Services teams and the wider IT function.
You collaborate with vendors and internal technology teams on product upgrades, issues, and feature requests. You 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 effectively.
You create and maintain Knowledge Base Articles that provide essential guidance 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 to support service oversight and decision-making. You engage with suppliers and external partners delivering services, conduct service reviews, and track performance against SLA targets.
You provide application support to projects using both agile and waterfall methodologies and ensure smooth transition of deliveries into operational service. Quality of service is critical in this role, along with a strong understanding of application development and an appreciation of infrastructure design. You apply strong problem-solving skills and take a pragmatic, solutions-focused approach.
You also manage business stakeholders by eliciting requirements, suggesting improvements, and aligning technical solutions to business needs.
Qualifications
- Customer Focus – You gain insight into customer needs, identify opportunities that deliver customer value, and design solutions that effectively meet those needs.
- Communicates Effectively – You adapt your communication style to suit the audience and message, provide timely and relevant information across the organisation, and encourage the open exchange of diverse ideas and opinions.
- Action‑Oriented – You act decisively when faced with challenges, avoid unnecessary planning, proactively identify new opportunities, and take ownership to drive outcomes.
- Interpersonal Savvy – You build rapport easily with people at all levels, across functions, cultures, and geographies, engaging in an open, friendly, and inclusive manner.
- Commercial Awareness – You understand external market dynamics and recognise how technology can be leveraged as a competitive differentiator.
Expected Behaviours
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 during periods of change
Required Experience
Education / Professional Qualifications
- You preferably hold a degree-level qualification.
- You have experience working with ITSM frameworks such as ITIL and/or COBIT.
Background Experience
- You have experience supporting enterprise services to help the business meet defined deadlines and objectives.
- You have a strong appreciation of application design and development, including database and infrastructure technologies.
- You demonstrate excellent troubleshooting, problem-solving, and delivery skills, underpinned 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 apply a pragmatic and solutions-focused approach.
Technical Skills
- You possess excellent SQL and PL/SQL skills for troubleshooting and enhancing internal processes (mandatory).
- You are able to identify and implement performance improvements in 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 experience working with suppliers delivering both on‑premises and hosted SaaS solutions.
- You have sound knowledge of PowerShell scripting to support business processes.
- Experience with system merging and migration is advantageous.
- Experience with Tableau technology is considered a plus.
Company, Product, and Market Knowledge
- Experience with wealth management systems is beneficial.
- Experience with CRM, GRC, and finance systems is highly desirable.
- You have experience working within the Financial Services sector.
Management and Leadership
- You clearly and concisely present solutions to both technical and non‑technical audiences, ranging from senior stakeholders to 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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