Application Support LeadApplylocations: Boden House, London, UKtime type: Full timeposted on: Posted Todayjob requisition id: R2153Stylish, grounded, uplifting – these values live through everything we do at Boden. Without the collaboration, honesty and friendship between our teams, we wouldn’t be where we are today. We curate a world of beauty that’s ethical, inclusive – and importantly – good fun. We inspire you to live your best life. We are Boden.OverviewThe Application Support Lead plays a key role in ensuring the stability, performance, and continuous improvement of business‐critical applications. Working alongside the Application Support Manager (ASM) and partnering closely with the offshore support lead and team, the role provides day‐to‐day operational leadership, technical guidance, and coordination across support activities.This position acts as the bridge between hands‐on technical support and management, ensuring that daily issues are handled effectively while also feeding valuable operational insight into wider service and roadmap planning. Collaboration, clear communication, and a shared understanding across teams are essential to success in this role.Location: 2-3 days per week at our North Acton office, 2-3 days working from home.What You Will DoIncident Management & Troubleshooting• Function as the primary operational point of contact in the UK for incidents and BAU activity. • Be hands-on with troubleshooting and root cause analysis (RCA). • Keep UK stakeholders, management, and users informed on major incidents, fixes, and planned changes. • Work closely with the offshore lead to ensure smooth, well-coordinated incident and support activities across regions.Operational Leadership & Coordination• Prioritise incoming work, manage queues, and ensure tasks flow smoothly between onshore/offshore teams. • Lead daily stand-ups, cross-team discussions and manage the flow of work across our team, internal teams, and third-party suppliers. • Coach the team to strengthen their system knowledge and confidence in handling complex issues. • Collaborate with the ASM and Delivery Managers across domain teams to ensure post-incident tasks are reviewed and included in sprints. • Monitor service levels and performance, sharing insights with the ASM.Documentation, Process, and Quality Improvement• Ensure support documentation and guides (e.g., runbooks, triage runbooks, KT material, compass) are unified, clear and continuously up-to-date. • Continuously recommend and implement process improvements aligned with best practices. • Be the gatekeeper of onboarding new applications from domain teams to ensure readiness and supportability. • Introduce a level of consistency across onshore and offshore.Contribute to Strategy and Roadmap• Extract key insights from day‐to‐day support activities and feed them into the Application Support roadmap. • Provide operational input to help ensure roadmap items improve stability, reduce incidents, and enhance supportability. • Share meaningful trends and observations with the Application Support Manager to support strategic decision‐making.What We Are Looking For• Strong experience working with third-party suppliers and offshore support/development teams.• You are someone that leads by example through calmness, structure & reliability.• Preferable knowledge working with Shopify, S5 and PLM systems. • You have a solid background in application support/analysis, troubleshooting, and root cause analysis with a sound understanding of complex systems, integrations, and data flows.• Preferred experience in leading application support teams using Jira automation to streamline ticket routing and updates. • Shows resilience and determination, stepping beyond standard responsibilities when needed to drive outcomes and support the wider teams. • You have an inquisitive mindset, constantly seeking to understand the why, what, and when behind everything. • Remains calm, decisive, and communicative during incidents.Our Behaviours• At Boden, how we work matters just as much as what we deliver. • We keep things simple. We say what we mean, keep each other in the loop, and follow through on what we’ve said we’ll do. • We care about doing a good job – and we care about each other.• We’re always kind, often honest, and we will push for high standards without making it heavy. • We know what we’re good at, we lean on each other when needed, and we show up as a team – taking ownership and getting things done together.What We Offer• Competitive salary & targeted annual bonus scheme • Generous Boden clothing allowance • 30% discount on all current clothing ranges • 25 days holiday annual, plus Bank Holidays • Online portal with an array of discounts on retail & entertainment • Virtual GP Service for you and your household • Free onsite parking and subsidised caféWe want Boden to be the place everyone wants to work. Friendly, open, understanding and supportive. A best-of-British company with diverse teams, equal opportunities, and fair working and recruitment practices. We believe in hiring the best person for the job whoever they are, helping them thrive in it and celebrating their individuality. We would like to encourage people from a diverse range of backgrounds to apply for our roles. If you need any reasonable adjustments or additional support during your application process, please do not hesitate to let us know.
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