< Back to Jobs

Job Title Senior Application Support
Job Location Glasgow
Job Type Business/Professional Services & Support
Expertise Information Technology

The Team

The Applications Support role manages the day to day operational support of the various applications within the application portfolio of Clyde & Co LLP. This includes responsibility for investigating and resolving escalated & highly problematic individual tickets, including wider ranging problem tickets. The role also includes improving functionality; ensuring overall health; enhanced monitoring to ensure all applications are performing & functioning as expected. This position participates on IT related projects to ensure that new or updated solutions are transitioned into production in a supported manner, whilst contributing to the creation of KB articles. The successful candidate for this position must have strong analytical skills and be able to own technical issues through to resolution.

Key Responsibilities

Complex Issue Resolution

  • Work with various software vendors to resolve escalated & problem tickets
  • Manage and resolve escalated issues
  • Provide hands on training to Global Customer Service teams in order to skill up support teams
  • Conduct deep dive technical analysis to resolve system problems, ensuring procedures and processes are followed for system changes
  • Follow all predefined incident & problem management processes

System Maintenance, Monitoring & Administration

  • Monitor applications to ensure performance, stability and functionality is as expected across the application portfolio
  • Create and update relevant processes and documentation, including run books and support guides
  • Work with vendors and partners as needed to ensure system uptime and performance
  • Preventative maintenance; patching; capacity & performance management, monitoring and alerting
  • Participate in on-call rotation and out of hours scheduled maintenance.
  • Work within the Change Management process

Projects & Planning

  • Contribute to resource planning by providing highly accurate workload estimates to management
  • Maintain knowledge of current/upcoming technology
  • Contribute to projects by ensuring smooth transition of services into production
  • Provide recommendations and plans for continual service improvement and optimizations
  • Act as the subject matter expert when working with vendors, Global Customer Support and Project Teams
  • Work with vendors and partners as needed
  • Create, review and update KB articles to ensure systems are supported consistently throughout the firm
  • Perform small BAU systems upgrades and replacements
  • Input and periodically review IT Disaster Recovery plans, ensuring they are documented, updated and assist with testing of DR/BCP plans.


  • Communication of issues and updates to other teams and management
  • Ensure knowledge is shared and systems are supported globally.

Please click on the link below to see the full job description. #LI-KH1 #LI-HYBRID

Additional Documents
Attachment Uploaded by Firm User