Senior Application Support Engineer

Shawbrook provides finance to a wide range of customer segments that value the premium experience, flexibility and certainly we deliver.  We are a purpose-led organisation, with a focus on delivering long-term sustainable value for all our stakeholders.

We have a diversified offering, with our innovative lending propositions tailored to meet specific customer needs in carefully selected markets across SME, Real Estate and Personal. Our products range from complex structured credit facilities for growth-focused businesses to mortgages for professional landlords and property investors, as well as simple loans for consumers delivered digitally.  We fuel our lending through customer deposits, which we attract by delivering a premium experience, choice and consistently great value to smart savers.

The business model we have created is unique and difficult to replicate, with our ‘best of both’ approach combining deep human expertise with advanced digital, tech and data capabilities.  This combination not only allows us to deliver excellent customer experiences, but to do so efficiently and at scale.  We are proud of our innovative and agile culture, which drives consistently high employee engagement scores and makes Shawbrook an attractive destination for the best talent. If you’re willing to roll up your sleeves, contribute new ideas and believe anything is possible, you’re our kind of person.

Work with us because you:

• Want to be part of a bank built for the dynamics of the modern world
• Relish a challenge and enjoy a fast-paced, innovative and hardworking culture
• Enjoy finding new and better ways to solve complexity and make things happen
• Want to belong to a diverse culture that stands shoulder to shoulder with minority and underrepresented groups
• Care about society and the environment and want to be part of a business that cares too
• Want to continue to grow professionally and be the best version of yourself

We’re looking for a proactive and highly capable Application Support Analyst who can operate as a true all-rounder across our technology estate. This role requires someone comfortable working across multiple systems, technologies, and business areas, with a strong focus on service reliability, troubleshooting, and ownership of issues end-to-end.

Key Responsibilities:

• Provide 1st–3rd line support across a range of business-critical applications.
• Investigate, troubleshoot, and resolve incidents and problems end-to-end.
• Monitor application performance and proactively identify and address issues.
• Monitoring End of Day & End of Month processes to make sure these are complete successfully & if there are any issues with this resolve within the agreed SLAs. 
• Work closely with development, infrastructure, and business teams to deliver fixes and improvements.
• Support releases, patches, and system changes.
• Perform root cause analysis and drive permanent resolutions.
• Maintain documentation, knowledge articles, and support processes.
• Participate in on-call/out-of-hours support where required.
• Act as the technical lead on projects and provide technical input to support project teams.

• Strong generalist application support background across multiple platforms and systems.
• Strong SQL skills, with the ability to write queries, analyse data, and troubleshoot issues.
• Solid database knowledge, including schemas, data models, and relationships between systems.
• Good understanding of APIs, integrations, and system interfaces.
• Basic networking knowledge (DNS, TCP/IP, connectivity, firewall concepts).
• Experience working with on-premise infrastructure and hardware.
• Strong understanding of Azure, including cloud services, deployments, and monitoring.
• Strong server-side knowledge, including Windows Server (and ideally Linux).
• Familiarity with monitoring, logging, and alerting tools.
• Understanding of ITIL processes (incident, problem, and change management).
• Scripting/automation experience (PowerShell, Python, etc.) is desirable.

Your Wellbeing - We take your health and well-being very seriously by providing a range of benefits to give you and your family peace of mind. These include:

• Market leading family friendly policies such as access to our Maternity, Adoption and Paternity policies from Day 1 of your employment
• Free access to Headspace, a mindfulness & meditation digital health app
• Free access to Peppy digital health app that offers personalised support through fertility treatment becoming a parent or menopause
• EAP (Employee Assistance Programme) - Offering you support on a wide range of subjects including financial concerns, mental wellbeing and more general queries around family, work, housing, and health
• Cycle to work scheme
• Discounts on gym membership
• Contributory pension scheme & death in service

Your Lifestyle - It’s important you strike the right balance between your work and personal life. We provide benefits to support you when at work and when you’re enjoying your leisure time.

• Minimum of 27 days holiday per year
• Option to buy or sell holiday days through our flexi-holiday scheme
• Discounts on gym membership nationwide
• Access to discounts on a range of high street and online brands
• Community support and charitable giving

Your Contribution - We’re focused on rewarding those that go the extra mile in helping us achieve our goals.

• Participation in our annual discretionary bonus scheme designed to reward your contribution to our success
• Proudly Shawbrook recognition scheme focused on recognising our role models and thanking our colleagues for a job well done