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About the Role

The Application Support Manager is a key role accountable for the operational support, stability, performance, availability, and continual improvement of the organization's Front Office applications. This role ensures the full application delivery lifecycle is managed effectively, acting as the primary interface between business, technology, and third-party suppliers to maintain secure, compliant, and business-aligned application services.

Responsibilities

Provide key stakeholder ownership for Front Office Application Support and liaise with the Support function to manage the application through the full lifecycle.
Own the operational support and service performance of Front Office business-critical applications.
Ensure applications are stable, available, secure, performant, and fit for business use.
Maintain clear ownership of application support processes, escalation paths, service documentation, and operational procedures.
Ensure application services are delivered in line with agreed SLAs, OLAs, KPIs, and business expectations.
Work with business stakeholders to understand application usage, business criticality, and operational risk.
Maintain visibility of application dependencies, including infrastructure, databases, integrations, APIs, third-party services, and downstream systems.
Lead resolution of application incidents, acting as the senior escalation point and coordinating teams, vendors, service desk, and business users.
Ensure incidents are logged, prioritised, resolved, and communicated effectively.
Support major incident processes, including impact assessment, stakeholder updates, post-incident reviews, and service improvement actions.
Lead the analysis and remediation of recurring or high-impact issues, ensuring root cause analysis and corrective actions are completed.
Track known errors, workarounds, remediation plans, and incident trends.
Work with technical teams and vendors to deliver long-term fixes.
Ensure application changes are assessed, tested, approved, and implemented through agreed change processes.
Assess operational readiness for releases, upgrades, patches, and deployments, including documentation and rollback planning.
Represent support in change forums, coordinate release communications, and support post-implementation reviews.
Provide oversight of application monitoring for availability, performance, capacity, alerts, and transaction health.
Use dashboards, service reports, and operational metrics to identify risks, degradation, and improvement opportunities.
Work with technical teams to resolve performance bottlenecks and improve monitoring, logging, observability, and reporting.
Contribute to the development of the Application Support team, setting standards, processes, and performance expectations.
Manage escalations and matrix-orientated team capability through reviews, coaching, and training plans.
Build a customer-focused, accountable support culture and promote collaboration across technology and business teams.
Act as the primary operational contact for business stakeholders, application owners, and senior management.
Translate technical issues into clear business impact, providing regular updates on performance, risks, incidents, and changes.
Facilitate service reviews, manage expectations during disruption, and use feedback to improve support services.
Assist with managing vendors and support providers to ensure contractual service obligations, SLAs, and KPIs are met.
Provide insight in supplier reviews, escalations, and performance improvement discussions.
Support renewals, license reviews, commercial evaluations, and ensure vendor dependencies and escalation paths are documented.
Ensure application support complies with IT policies, security standards, audit requirements, and regulatory obligations.
Maintain operational controls for access, change, incidents, releases, service continuity, and compliance reporting.
Manage risks, audit evidence, remediation actions, access reviews, vulnerabilities, and governance escalations.
Oversee the development and maintenance of accurate runbooks, knowledge articles, support models, dependency maps, and escalation procedures.
Support lifecycle planning for features, upgrades, patching, rationalisation, migration, retirement, and end-of-support risks.
Ensure new and changed applications are supportable, documented, monitored, and operationally ready for live service.
Produce service reports covering incidents, SLA performance, availability, changes, problems, risks, and improvements.
Provide clear insight, dashboards, and management information to support service decisions and prioritisation.
Support service reviews, governance forums, and action tracking.
Identify opportunities to improve service quality, efficiency, stability, automation, and user experience.
Reduce avoidable incidents through proactive maintenance, knowledge management, tooling, training, and problem resolution.
Promote continual improvement, operational maturity, application modernisation, and industry best practice.
Ensure supported applications have appropriate continuity, recovery, and operational resilience arrangements.
Maintain recovery objectives, recovery procedures, business impact requirements, and tested support readiness.
Support disaster recovery testing, continuity planning, resilience exercises, and post-change plan reviews.

Requirements

Proven experience in Application Development, Application Support, or IT Operations role
Experience leading technical support teams
Experience supporting business-critical enterprise applications
Proven supplier and stakeholder management skills
Experience of supporting trading applications/ high value applications

Skills

ITIL Foundation Certification
ITIL Managing Professional
Microsoft Azure
AWS
Agile
Scrum

Location

Global

Work Type

Full-time

Experience Level

Manager

Education Level

Degree in IT, Computer Science or equivalent experience

About the Company

Willis Re combines specialist broking with analytics, modeling and research to help insurers optimize risk transfer, strengthen balance sheets and achieve sustainable growth.
Our approach is relationship-driven, transparent and outcome-focused.
At the heart of Willis Re is a focus on delivering the most cutting-edge analytical solutions to enable more informed, better decision-making for risk selection, portfolio optimization, and capital management.
The launch of Willis Re brings a strategic advantage of being unhindered by legacy, an ability to leverage data, statistical models and advanced technologies with the best knowledge and expertise to deliver more efficient and effective reinsurance outcomes.
This places Willis Re in a unique position to build a truly analytically driven business, focused on creating solutions for the reinsurance industry that are future led and forward thinking.
Willis Re will also leverage recognized technical expertise from WTW’s Insurance Consulting & Technology business including their advanced modeling and analytical capabilities.
Alongside this will be WTW’s Research Network, an award-winning business supporting and influencing science to improve the understanding and quantification of risk.

Equal Opportunity

Willis Re is committed to embracing a diverse, inclusive, and flexible work environment.
We provide equal opportunity to all qualified individuals regardless of race, colour, religion, age, gender, gender expression, national origin, veteran status, disability, orientation, or any other legally protected categories.
If you have a need that requires accommodation, please email us at talentacquisition@willisre.com