Support Lead

Phoenix Group Holdings; Telford; Hybrid; GBP 70,000 - 85,000; Full time

Job summary

A leading financial services company in the UK is seeking a Support Lead to manage L1/L2 support for critical asset management platforms. The role requires expertise in Python, SQL, AWS, and Snowflake, along with a strong background in L1/L2 support. This hybrid position offers a competitive salary up to £85,000 plus a range of benefits including a discretionary bonus and medical coverage. The successful candidate will drive operational readiness and team mentoring while enhancing support practices.

Benefits

Discretionary bonus

Private medical cover

38 days annual leave

Excellent pension

Career breaks

Income protection

Volunteering days

Qualifications

• Strong background in L1/L2 support in complex environments.
• Demonstrable experience in asset management or investment banking.
• Proficiency in Python and SQL.
• Hands-on experience with AWS and Snowflake.
• Excellent problem-solving and stakeholder engagement skills.

Responsibilities

• Lead day-to-day L1/L2 support across asset management platforms.
• Own incident triage, resolution, and stakeholder communication.
• Maintain and improve runbooks, documentation, and knowledge bases.
• Conduct root cause analysis and implement preventative actions.
• Collaborate with delivery teams to embed 'built for run' principles.

Skills

L1/L2 support experience

Python

SQL

AWS

Snowflake

Problem-solving

Stakeholder engagement

Production support best practices

Education

Degree in Computer Science or Engineering

Tools

CloudWatch

Grafana

Splunk

Job description

Support Lead – Keep Platforms Running Smoothly

Join our Data and Reporting Platform Delivery team to lead proactive, automation‑first support for business‑critical systems across our Retirement Solutions and Asset Management division. If you're passionate about operational resilience, incident management, and enabling reliable platforms, this is your opportunity to make a real impact.

Job Type: Permanent

Location: Hybrid role. All roles are advertised as open to part‑time and job‑share.

Flexible working: All of our roles are open to part‑time, job‑share and other types of flexibility. We will discuss what is important to you and balancing this with business requirements during the recruitment process. Read more about Phoenix Flex.

On‑call rota requirement: (Details not specified)

Salary and benefits: Up to £85,000 plus discretionary bonus, private medical cover, 38 days annual leave, excellent pension, 12× salary life assurance, career breaks, income protection, 3× volunteering days and more.

Closing Date: 16th Jan 26

We’re Phoenix Group, a FTSE 100 long‑term savings and retirement business offering products across Standard Life, SunLife, Phoenix Life and ReAssure. Around 1 in 5 people in the UK has a pension with us. We’re tackling key issues such as transitioning our portfolio to net zero by 2050.

About The Role

As Support Lead, you’ll manage a small team of L1/L2 engineers, ensuring responsive and resilient support for applications, data pipelines, and platforms. You’ll work closely with Engineering Managers, Tech Leads, and stream‑aligned teams to embed operational readiness from day one, drive automation, and reduce incidents through preventative measures and continuous improvement.

Key Responsibilities

• Lead day‑to‑day L1/L2 support across asset management platforms.
• Own incident triage, resolution, and stakeholder communication.
• Maintain and improve runbooks, documentation, and knowledge bases.
• Conduct root cause analysis and implement preventative actions.
• Collaborate with delivery teams to embed "built for run" principles.
• Validate monitoring, logging, and alerting before handover.
• Apply Python, SQL, AWS, and Snowflake for troubleshooting and automation.
• Develop tools to improve diagnostics and operational efficiency.
• Act as first point of contact for stakeholders during incidents.
• Mentor support engineers and foster a proactive, automation‑first culture.

Essential Skills & Experience

• Strong background in L1/L2 support in complex environments.
• Demonstrable experience in asset management, wealth management or investment banking.
• Proficiency in Python and SQL.
• Hands‑on experience with AWS and Snowflake.
• Excellent problem‑solving and stakeholder engagement skills.
• Knowledge of production support best practices and automation tooling.
• Understanding of data pipelines, integrations, and cloud‑native platforms.
• Awareness of compliance and audit requirements.
• Experience leading small support teams and mentoring engineers.
• Degree in Computer Science, Engineering, or equivalent practical experience.

Desirable

• Familiarity with ITIL and incident/change/problem management.
• Experience with monitoring tools (CloudWatch, Grafana, Splunk).
• Exposure to agile delivery and financial services workflows.
• Cloud and service management certifications.

We Hire the Whole You

We welcome applicants from all backgrounds. If your experience differs from what’s listed but you believe you can bring value, we’d love to hear from you. Adjustments to the recruitment process are available to help you perform at your best.

Apply early – we’re reviewing applications as they come in.

• Guide for Candidates: thephoenixgroup.pagetiger.com/guideforcandidates
• Find or get answers from our colleagues: www.thephoenixgroup.com/careers/talk-to-us