Job Description
The Application Support Manager is responsible for the operational support, stability, and performance of the organisation’s business ‑ critical applications. Reporting into the Head of IT Operations, the role leads the application support function and ensures applications are supported effectively, incidents are resolved promptly, and services meet agreed availability and performance expectations.
The role acts as a key interface between IT Operations, application owners, vendors, and the business, ensuring applications are reliable, well ‑ controlled , and supported in line with service management and operational governance standards.
Responsibilities
Responsibilities
Application Support Operations
- Own the day ‑ to ‑ day application support service across the organisation.
- Ensure effective 2nd and 3rd line support models are in place for all supported applications.
- Maintain application availability, performance, and stability in line with business requirements.
- Act as an escalation point for high ‑ impact or complex application incidents.
Incident, Problem & Root Cause Management
- Lead the resolution of application ‑ related incidents, ensuring timely and effective outcomes.
- Drive problem management, including root cause analysis and preventative actions.
- Ensure recurring issues are identified, addressed, and reduced over time.
- Work closely with infrastructure, service delivery, and vendors during major incidents.
Service Management & Operational Controls
- Ensure application support processes align with IT service management practices (e.g. incident, problem, change).
- Maintain clear documentation, runbooks, and support procedures for applications.
- Ensure operational controls are in place to support audit, risk, and compliance requirements.
- Support internal and external audits by providing evidence of effective application controls.
Team Leadership & Capability
- Line manage the application support team, setting clear objectives and priorities.
- Ensure appropriate skills, capacity, and resilience across the support function.
- Coach and develop team members, promoting a culture of ownership and continuous improvement.
- Manage workload, on ‑ call arrangements, and support coverage as required.
Change, Release & Operational Readiness
- Support application changes and releases from an operational readiness perspective.
- Ensure new or changed applications are supportable before go ‑ live (documentation, handover, knowledge transfer).
- Work with delivery, infrastructure, and vendors to ensure smooth transition into BAU support.
Vendor & Stakeholder Management
- Manage relationships with third ‑ party application vendors and support partners.
- Ensure vendor performance meets contractual and service expectations.
- Act as a key point of contact for business stakeholders on application support matters.
- Provide clear communication on incidents, service issues, and improvement initiatives.
Reporting & Continuous Improvement
- Produce regular reporting on application support performance, incidents, and trends.
- Identify opportunities to improve service quality, stability, and efficiency.
- Contribute to operational improvement initiatives led by the Head of IT Operations.
Qualifications
Skills and Experience
- Proven experience in application support or IT operations roles, including people management.
- Strong understanding of IT service management practices (e.g. ITIL).
- Experience supporting business ‑ critical applications in an enterprise environment.
- Strong incident, problem, and escalation management experience.
- Excellent stakeholder management and communication skills.
- Experience working in regulated environments.
- Experience managing third ‑ party vendors and application support contracts.
- Familiarity with ITSM tools (e.g. ServiceNow).
- Experience supporting application releases and transitions into BAU.
Our Benefits
ABOUT US
We offer all employees a comprehensive benefits package that focuses on their whole wellbeing. This includes hybrid working, a competitive base salary, non-contributory pension, discretionary bonus, insurances including health (family) and dental cover, and many other benefits to enhance financial, physical, social and psychological health.
About Canopius
Canopius is a global specialty lines (re)insurer. We are one of the leading insurers in the Lloyd’s of London insurance market with offices in the UK, US, Singapore, Australia and Bermuda.
At Canopius we foster a distinctive, positive culture which enables us to bring our whole selves to work to flourish as people, and build a business which delivers profitable, sustainable results.
Based in incredible new offices in the heart of the City of London, Canopius operates a flexible, hybrid working model and is committed to providing an environment that challenges employees to be their best and where everyone's unique contributions are recognised, valued and respected.
We are fully committed to equal employment opportunities for all applicants and providing employees with a work environment free of discrimination and harassment. All employment decisions are made regardless of age, sex, gender identity, ethnicity, disability, sexual orientation, socio-economic background, religion or beliefs, marital or caring status, or any other status protected by the laws or regulations in the locations where we operate. We encourage and welcome applicants from all diverse backgrounds.
We make reasonable adjustments throughout the recruitment process and during employment. Please let us know if you require any information in an alternate format or any other reasonable adjustments.
