To deliver consistent and timely IT application support to LGIM’s Applications as part of a team of Support professionals and management of internal and external service providers.

Day to day support (business as usual)

• Organise and arrange the provision of EAI and Batch support within the hours required on a shift rota basis. These may change as the nature of the business and its operating model changes.
• Be available for out of hours support on an on call rota basis subject to prior agreement.
• Be available for planned weekend work by prior arrangement and agreement.
• Provide and lead systematic problem management including communication, resolution, post mortem, remediation and prevention with relation to the relevant applications.
• Work with Change and Change Management to mitigate change risk during implementation of new software and processes.
• Ensure the Support knowledge base (system documentation, run books for incidents etc.) are continually reviewed and updated, especially after significant events.
• Work with Change, IT Infrastructure and application vendors to maintain short and long term outlooks for the application environment. Use these to manage expectations and potential conflicts.   
• Assist in managing application vendors; not the strategic relationship, but technical liaison: fault diagnosis, impact analysis of change, performance monitoring and holding to account.

Management and strategy

• Strive for continuous improvement through incident and process review, soliciting feedback, keeping abreast of best industry practise 
• Guide and mentor team members to provide timely, knowledgeable, accountable customer service.
• For junior staff, where appropriate, set objectives and carry out appraisals in accordance with company standards.
• Work with the Manager, Production Services Data and Service Transition team to ensure a smooth transition into service of new and changed applications, and to improve the transition process.
• Work with the EAI Change team and relevant infrastructure teams to plan the roll out and support for applications utilising LGIM’s container based platform

• experience in a fund management company as a Support Analyst / Support lead and have an excellent understanding of integration and scheduling technologies.
• experience in the support and maintenance of a wide range of applications used to support the business activities at LGIM.
• familiarity with ITIL Service Transition best practise
• knowledge of container based deployment platforms

Competencies

• excellent diagnosis and fault finding skills
• ability to understand complex workflows
• demonstrable competence in navigating relational databases, understanding messaging and middleware, portfolio management, analytics, trading and data management systems
• excellent verbal and written communication skills

Required behaviours and characteristics

• energy, enthusiasm and proactivity
• accountability and ownership of issues and initiatives
• the ability to foster professional working relationships with business and IT partners, and suppliers
• the ability to perform under pressure, to take informed risks and escalate when appropriate
• good two way communication skills: the ability to explain complex issues verbally and in writing at an appropriate level to diverse audiences. Being able to understand complex business or technical issues and their impact, and to act accordingly.
• the ability to hold team members, IT partners and suppliers, and business sponsors to account, seeking clearly stated outcomes and successful and complete resolution of issues

Whatever your role, we reward ability, performance and attitude with a package that looks after all the things that are important to you. Our employees have a wide range of benefits including a generous pension scheme, life assurance, 25 days' holiday, private medical insurance, performance related bonuses, a variety of share schemes, discounts at both a huge range of high street stores and our own great products, your hard work will be rewarded when you join us.