Platform Support Manager

Job description

This is a fantastic opportunity to join our fast-growing Consulting business, working with some of the world’s leading financial institutions. The Platform Support Manager owns the end-to-end support model across Levels 1, 2, and 3 for a critical client platform. Acting as the bridge between the user community, development teams, and third-party providers, this role is accountable for the timely resolution of production issues, continuous improvement through post-incident learning, and effective management of the overall support function. The role partners closely with Release Management to ensure fixes are deployed through the appropriate channels (hotfix, off-cycle, or full release). Requirements: K ey responsibilities: Triage and manage L1 and L2 incidents, owning user-facing communication and ensuring timely resolution Escalate complex issues to development teams or third-party providers where required Manage Jira ticket workflows from creation through to resolution and closure Lead incident retrospectives, identify root causes, and drive corrective actions Collaborate with Release Management to determine the appropriate deployment approach and secure release windows Maintain s...