3rd Line Technical Support Analyst

About the team:

The Vended Application Support Team is responsible for managing and supporting third-party (vended) software applications used by OSB Group. These are critical systems not developed in-house but procured from external vendors to support key business functions-especially in areas like mortgage origination, servicing, and customer lifecycle management.

What you will be doing:

As the 3rd Line Technical Support Analyst you will work in the Vended Applications Support team within the IT department with the primary responsibility being to ensure that there are stable systems in place from a day to day operational perspective.

You will also be involved in small scale business process improvements and larger scale change initiatives to develop your knowledge to become a subject matter expert in relation to the vended applications.

Your responsibilities will include…

• Proactively monitoring application performance and system logs to ensure uptime and service continuity
• Working to resolve critical and non-critical issues and tickets by undertaking triage to find a solution whilst ensuring engagement with business users and stakeholders in a timely manner
• Working with internal teams and external suppliers to understand business requirements to develop functional design documents and identify solutions
• Liaising with the testing team and business to scope and schedule testing activities
• Playing an active role in all project application deployments and code releases
• Working in partnership with the Service Desk to ensure issues are logged correctly and resolved in a timely manner
• Developing knowledge in relation to the applications and becoming the subject matter expert
• Escalate complex issues to vendors or coordinate with internal infrastructure teams
• Coordinate updates, patches, and configuration changes with third-party vendors
• Ensure testing and safe deployment to live environments
• Act as the primary contact point between OSB and third-party vendors for application support and enhancements
• Manage SLAs, track vendor performance, and ensure timely resolution of escalated issues
• Provide support to internal users, often including frontline teams like underwriting, operations, and customer services
• Maintain knowledge base and user guides for supported applications
• Work with vendors and business users to identify and implement system improvements, automation, or workflow enhancements

What's in it for you?

We offer a base salary dependent on experience between £46,000 - £52,000 and a competitive benefits package including:

• Discretionary annual bonus opportunity of up to 15%
• 28 days annual leave plus bank holidays
• Contributory pension (8% employer 5% employee)
• Life Assurance (4x salary) plus Group Income Protection
• Access to Private Medical Insurance and Medical Cash Plan
• Additional benefits such as Hybrid working, Cycle Purchase scheme, Technology Purchase scheme, Season Ticket Loan, Holiday purchase / sell schemes, Employee Perk Portals, Payroll giving and Save as you Earn scheme

Please use this link to see the fantastic benefits available at OSB: OSB Careers

About us:

At OSB Group, we understand how much our people bring to our organisation, which is why we try our best to give back too! Our Purpose is to help our customers, colleagues and communities prosper and we are on a transformation journey to become 'the bank of the future'.

Our commitment to professional development, flexible working, and employee well-being fosters a dynamic and supportive workplace.

Do you have the skills?

We are looking for talented individuals who have the experience and knowledge set out below:

• Previous work experience in a Technical Support Analyst position working with front end applications
• Experience maintaining and enhancing practical and operational relationships with vendors
• Previous experience supporting .Net applications, IIS, AIP's / Web Services, Tomcat, and integrated 3 party solutions is essential

Next steps:

If this sounds like you, please apply now! For internal applications please visit the internal careers page to apply.

Still on the fence? Hear from our team or explore our process: OSB Careers

Shortlisted candidates will go through a personalised recruitment process, that is relevant and conversational - inclusive any individual reasonable support required. We want to bring out the best in you!

Diversity, Equity & Inclusion

Not sure if you meet the spec? Let us decide. Research tells us that those from marginalised groups feel like they need to meet 100% of the criteria to apply. Here at OSB, we are committed to inclusivity and understand the value different experiences and perspectives can bring, so please don't feel like you need to check every box to apply for a role internally.

We champion diversity at all levels, with Board-level Diversity Champions tracking our progress. We are proud to be signed up to the Women in Finance Charter to actively support the growth and development of senior women in our sector and are dedicated to treating all our employees and job applicants equally, opposed to discrimination on any grounds.