Application Support Lead, Boden
+ Targeted annual bonus scheme
2-3 days a week in office (Boden House, London)
Clothing for women and children
Be an early applicant
Clothing for women and children
501-1000 employees
Be an early applicant
+ Targeted annual bonus scheme
2-3 days a week in office (Boden House, London)
501-1000 employees
Company mission
To create clothes that bring colour to our customers' wardrobes and fun to their lives.
Role
Who you are
- Strong experience working with third-party suppliers and offshore support/development teams
- You are someone that leads by example through calmness, structure & reliability
- Preferable knowledge working with Shopify, S5 and PLM systems
- You have a solid background in application support/analysis, troubleshooting, and root cause analysis with a sound understanding of complex systems, integrations, and data flows
- Preferred experience in leading application support teams using Jira automation to streamline ticket routing and updates
- Shows resilience and determination, stepping beyond standard responsibilities when needed to drive outcomes and support the wider teams
- You have an inquisitive mindset, constantly seeking to understand the why, what, and when behind everything
- Remains calm, decisive, and communicative during incidents
What the job involves
- The Application Support Lead plays a key role in ensuring the stability, performance, and continuous improvement of business‑critical applications. Working alongside the Application Support Manager (ASM) and partnering closely with the offshore support lead and team, the role provides day‑to‑day operational leadership, technical guidance, and coordination across support activities
- This position acts as the bridge between hands‑on technical support and management, ensuring that daily issues are handled effectively while also feeding valuable operational insight into wider service and roadmap planning. Collaboration, clear communication, and a shared understanding across teams are essential to success in this role
- Function as the primary operational point of contact in the UK for incidents and BAU activity
- Be hands-on with troubleshooting and root cause analysis (RCA)
- Keep UK stakeholders, management, and users informed on major incidents, fixes, and planned changes
- Work closely with the offshore lead to ensure smooth, well-coordinated incident and support activities across regions
- Prioritise incoming work, manage queues, and ensure tasks flow smoothly between onshore/offshore teams
- Lead daily stand-ups, cross-team discussions and manage the flow of work across our team, internal teams, and third-party suppliers
- Coach the team to strengthen their system knowledge and confidence in handling complex issues
- Collaborate with the ASM and Delivery Managers across domain teams to ensure post-incident tasks are reviewed and included in sprints
- Monitor service levels and performance, sharing insights with the ASM.
- Ensure support documentation and guides (e.g., runbooks, triage runbooks, KT material, compass) are unified, clear and continuously up-to-date
- Continuously recommend and implement process improvements aligned with best practices
- Be the gatekeeper of onboarding new applications from domain teams to ensure readiness and supportability
- Introduce a level of consistency across onshore and offshore
- Extract key insights from day‑to‑day support activities and feed them into the Application Support roadmap
- Provide operational input to help ensure roadmap items improve stability, reduce incidents, and enhance supportability
- Share meaningful trends and observations with the Application Support Manager to support strategic decision‑making
Salary benchmarks
Our take
Initially set up as a mail order company in 1991, Boden has since become a major UK fashion brand specialising in quality clothing designed to stand the test of time. It has 1.8 million active customers worldwide and has attracted high-profile buyers, including Kate Middleton, Michelle Obama, and Holly Willoughby.
Previously relying on catalogue sales, they were unable to achieve the real-time responsiveness vital in today’s retail industry. As a result, in the past few years, Boden has heavily invested in modernising its IT systems and created a new way to capture data online. Having adapted to changing consumer behaviours, now 95% of its sales occur online, enabling it to compete with the growing number of e-commerce competitors like ME + EM and Mint Velvet.
This new digital approach has not been Boden's only success in recent years. Traditionally, many UK retailers have failed to gain a foothold in the US. However, the company’s quintessential British branding has successfully set it apart, leading to Boden’s US sales already overtaking those in the UK, and the business continues to grow faster there.
Freddie
Company Specialist at Welcome to the Jungle
Insights
-4% employee growth in 12 months
Company
Company HQ
London, UK
Leadership
Johnnie Boden
(Creative Director)Johnnie started Boden in 1991 from their kitchen table with an eight-piece menswear collection, and has since expanded the company to the titan it is today.
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