Senior Support Analyst Wholesale

The opportunity:

As a Senior Support Analyst youll play a pivotal role in day-to-day application support incident resolution and continuous service improvement. Youll collaborate closely with Service Owners business partners vendors and the Service Desk acting as a trusted technical expert during both business-as-usual operations and high-pressure incidents.

This is a hands-on role ideal for someone who enjoys owning problems end-to-end improving processes and making a visible difference.

What youll be doing:

Application & Operational Support:

• Provide BAU support for a mix of on-premise and SaaS applications

• Take ownership of complex incidents from triage through to resolution and customer communication

• Participate in Major Incident bridges and support formal incident management processes

• Perform start-of-day checks system health monitoring and routine operational activities

• Develop and maintain scripts to resolve issues and automate operational tasks

Change Release & Environment Management:

• Support application releases and deployments into production

• Ensure changes follow agreed change management and governance processes

• Prepare and implement testing validation and post-release checks

• Work with vendors and internal teams on patches fixes and upgrades

Access & Request Management:

• Fulfil standard and non-standard service requests including user access and configuration

• Ensure credentials secrets and integrations are managed in line with security standards

• Support access reviews and maintain appropriate control frameworks

Documentation & Continuous Improvement:

• Maintain high-quality technical and support documentation (e.g. Confluence)

• Document application architecture integrations and data flows

• Contribute to service reviews audits and continuous improvement initiatives

• Identify process gaps and drive improvements to increase resilience and efficiency

Customer & Vendor Engagement:

• Act as a key point of contact for business partners during incidents and changes

• Manage third-party vendor relationships and escalations

• Provide clear timely and confident communication throughout issue resolution

What youll bring:

Experience & Knowledge:

• Solid experience in application or production support within a financial services or insurance environment

• Hands-on scripting experience ideally including Microsoft SQL

• Experience using monitoring tools such as LogicMonitor Redgate Monitor or similar

• Proven experience supporting business-critical systems in a regulated environment

• Familiarity with ITIL processes and the end-to-end project lifecycle

• Experience working within regulated frameworks such as SOX DORA or Solvency II (desirable)

Skills:

• Excellent analytical and problem-solving skills

• Ability to write complex SQL queries to analyse and extract data

• Strong communication skills and confidence working with senior stakeholders

• Proven ability to work calmly and effectively under pressure

• A collaborative proactive mindset with a passion for continuous improvement

Why join us

Youll be joining a business that values expertise collaboration and curiosity. We invest heavily in our people and foster a culture where individuals are trusted supported and encouraged to grow.

Whats on offer:

• Competitive salary and bonus at the end of the FTC

• 25 days holiday plus bank holidays (with buy/sell options)

• Excellent pension scheme

• Private medical dental and life assurance

• Income protection travel insurance and season ticket loan

• Strong focus on learning development and long-term career growth

• Hybrid working and flexibility where possible

About us:

Were part of a Fortune 500 insurance group operating globally across insurance reinsurance and specialist markets. Our Wholesale division plays a key role in the Lloyds market and our IT teams are critical to our continued success.

Ready to Play Your Part

Choose Apply Now to fill out our short application so that we can find out more about you.

Markel celebrates the value of a diverse workforce that brings experience and expertise from a wide variety of backgrounds and life circumstances. Whatever your background if you feel you meet the requirements of this role then we want to hear from you. We are also happy to consider candidates who are looking for flexible working patterns.

We are an equal-opportunity employer and value diversity at our company. We do not discriminate on the basis of race religion colour national origin sex gender gender expression sexual orientation age marital status veteran status or disability status.

We will ensure that individuals with disabilities are provided with all reasonable accommodations to be able to participate in the job application or interview process and to perform essential job functions if successful. Please contact us via email at or call us at 0 to request any accommodations that may be needed. This includes any alternative formats of any documents or information on how to apply offline.

#LI-PC1

#LI-Hybrid #PlayYourPartUK