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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates strong leadership in managing and developing application support teams, with a focus on incident management, service delivery, and continuous improvement. Proficient in technical support across Linux, AWS, SQL, and ITIL practices, ensuring high-quality service and operational excellence.
Highest-signal resume keywords
Technical Support LeadershipIncident ManagementAWS ProficiencyITIL PracticesStakeholder Management
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
LinuxAWSSQLIncident ManagementTroubleshootingRoot Cause AnalysisService DeliveryITSMMonitoring ToolsProblem Management
Soft Skills
CommunicationOrganizational SkillsDecision-MakingCoachingAttention to Detail
Tools & Technologies
ITSM ToolsRMM ToolsMonitoring Tools
Industry Keywords
Service DeskApplication SupportHigh-Availability SystemsSafety-Critical EnvironmentsRail Technology
Tech Stack
Tools & technologiesAWSCloudFirewallsITSMLinuxSQL
About the role
Key responsibilities & impact- Lead and develop Application Support Analysts through day-to-day leadership, performance management, coaching, and development planning
- Coordinate offshore workloads, shift coverage, recruitment, onboarding, training, and handovers across locations and time zones
- Manage incidents and service requests within agreed SLAs
- Monitor ticket quality, workloads, service risks, and team performance
- Coordinate or support P1 and major incident resolution, including ownership, escalation, communication, and follow-up
- Provide technical guidance and escalation support across Linux, AWS, SQL, web applications, networking, and infrastructure
- Oversee monitoring, alerting, operational readiness, and support coverage to maintain system reliability
- Review incident trends and improve support processes, tooling, automation, and ITSM practices
- Maintain incident documentation, knowledge bases, troubleshooting guides, and operational procedures
- Build relationships with customers, UK-based colleagues, technical specialists, and senior stakeholders
- Prepare the team to support new products and technologies
- Maintain technical quality, customer service, governance, and service excellence
- Suggest process improvements and perform other related duties assigned by the client
Requirements
What you’ll need- Experienced technical support leader
- Direct experience leading, managing, and developing application support, service desk, or technical operations teams
- Experience managing offshore or geographically distributed teams across locations and time zones
- Strong technical support background supporting production systems across on-premises, cloud, and hybrid environments
- Hands-on troubleshooting knowledge across Linux, AWS, SQL, web applications, and system logs
- Experience leading or coordinating P1 and major incidents, managing escalations, and maintaining service delivery within agreed SLAs
- Experience with ITSM, RMM, and monitoring tools
- Strong understanding of ITIL practices
- Ability to analyze incident trends, identify recurring problems, drive root cause analysis, and implement long-term improvements
- Strong communication and stakeholder management skills
- Excellent organizational and decision-making skills
- Proactive approach to coaching, knowledge sharing, and team development
- Strong attention to detail, sound judgement, continuous improvement, and customer satisfaction
- Nice to have: experience establishing, transitioning, or scaling an offshore support operation
- Nice to have: experience supporting 24/7 services, high-availability production systems, or regulated or safety-critical environments
- Nice to have: knowledge of AWS production infrastructure, including containerized and virtualized applications
- Nice to have: strong networking knowledge, including protocols, monitoring tools, switches, routers, and firewalls
- Nice to have: experience in Problem Management, root cause analysis, post-incident reviews, and service transition
- Nice to have: experience working in rail technology or a comparable safety-critical industry
Benefits
Comp & perks- Health insurance
- Internet allowance
- KPI incentive program
- Fortnightly virtual happy hour
- Annual group offsites