Lead Applications Support Analyst

POSITION PURPOSE

The Lead Applications Support Analyst leads BAC’s global application support function within the Digital Applications & Product Delivery organization, ensuring reliable, responsive, and high-quality support across the enterprise application estate.

SAP S/4HANA and the wider SAP landscape are the primary focus and the largest share of support volume, but the role covers the full portfolio - including OutSystems and other custom applications, Microsoft 365 and collaboration services, manufacturing execution systems, customer experience platforms, and reporting and analytics tools.

The role combines hands-on senior support with team leadership.

As a working lead, the incumbent resolves the most complex first and second line issues, acts as the primary escalation point below level 3, and at the same time coordinates the day-to-day activity of the application support analysts, owns the support process and its service levels, and drives continuous improvement of the support function.

It is the operational bridge between the support team and the business analysis, development, SAP Basis, and application security functions that provide level 3 resolution.

The successful candidate brings strong SAP and broader application support depth, proven experience coordinating a support team or shift, and the judgement to balance individual ticket ownership with the wider health of the support service.

PRINCIPAL ACCOUNTABILITIES

Support Team Leadership & Coordination

• Coordinate the day-to-day activity of the application support analysts, including work allocation, ticket assignment, shift and coverage planning, and prioritization across regions and time zones.

• Act as the first line of leadership for the support team, providing guidance, coaching, and functional direction, and supporting the onboarding and development of analysts.

• Set and maintain support standards, ways of working, and ticket quality expectations, and monitor adherence across the team.

• Support the Global Senior Manager, Digital Applications with resourcing, planning, performance input, and reporting for the support function.

Escalation & Major Incident Management

• Act as the primary escalation point for complex first and second line issues, resolving the most difficult tickets personally and guiding analysts through the rest.

• Coordinate the response to major incidents affecting business-critical applications, including communication, escalation, and engagement of level 3 and infrastructure colleagues through to resolution.

• Own the interface to level 3 resolver groups - SAP Business Analysis, application development, integration, SAP Basis, and application security - ensuring escalations are well qualified and hand-offs are clean.

• Coordinate with the global IT service desk operated by Infrastructure, Operations & Security on incidents that span application and infrastructure boundaries.

Service Management & Performance

• Own the ...