Senior Support Analyst - Wholesale

Senior IT Support Analyst

Insurance | Wholesale | London (Hybrid) | Fixed Term Contract 1 year initially

Make your mark in a business‑critical IT role supporting the London insurance market!

We’re looking for an experienced Senior Support Analyst to join our Wholesale IT Application Support team, supporting business critical systems within a dynamic insurance environment. This is a parental cover fixed‑term contract, offering the opportunity to step into a high‑impact role within a respected, globally recognised insurer.

You’ll work at the heart of the business, ensuring the stability, performance and reliability of key applications that underpin underwriting and operational activity across the London Market.

The opportunity:

As a Senior Support Analyst, you’ll play a pivotal role in day‑to‑day application support, incident resolution, and continuous service improvement. You’ll collaborate closely with Service Owners, business partners, vendors and the Service Desk, acting as a trusted technical expert during both business‑as‑usual operations and high‑pressure incidents.

This is a hands‑on role, ideal for someone who enjoys owning problems end‑to‑end, improving processes, and making a visible difference.

What you’ll be doing:

Application & Operational Support:

• Provide BAU support for a mix of on‑premise and SaaS applications
• Take ownership of complex incidents, from triage through to resolution and customer communication
• Participate in Major Incident bridges and support formal incident management processes
• Perform start‑of‑day checks, system health monitoring and routine operational activities
• Develop and maintain scripts to resolve issues and automate operational tasks

Change, Release & Environment Management:

• Support application releases and deployments into production
• Ensure changes follow agreed change management and governance processes
• Prepare and implement testing, validation and post‑release checks
• Work with vendors and internal teams on patches, fixes and upgrades

Access & Request Management:

• Fulfil standard and non‑standard service requests, including user access and configuration
• Ensure credentials, secrets and integrations are managed in line with security standards
• Support access reviews and maintain appropriate control frameworks

Documentation & Continuous Improvement:

• Maintain high‑quality technical and support documentation (e.g. Confluence)
• Document application architecture, integrations and data flows
• Contribute to service reviews, audits and continuous improvement initiatives
• Identify process gaps and drive improvements to increase resilience and efficiency

Customer & Vendor Engagement:

• Act as a key point of contact for business partners during incidents and changes
• Manage third‑party vendor relationships and escalations
• Provide clear, timely and confident communication throughout issue resolution

What you’ll bring:

Experience & Knowledge:

• Solid experience in application or production support within a financial services or insurance environment
• Hands‑on scripting experience, ideally including Microsoft SQL
• Experience using monitoring tools such as LogicMonitor, Redgate Monitor or similar
• Proven experience supporting business‑critical systems in a regulated environment
• Familiarity with ITIL processes and the end‑to‑end project lifecycle
• Experience working within regulated frameworks such as SOX, DORA or Solvency II (desirable)

Skills:

• Excellent analytical and problem‑solving skills
• Ability to write complex SQL queries to analyse and extract data
• Strong communication skills and confidence working with senior stakeholders
• Proven ability to work calmly and effectively under pressure
• A collaborative, proactive mindset with a passion for continuous improvement

Why join us?

You’ll be joining a business that values expertise, collaboration and curiosity. We invest heavily in our people and foster a culture where individuals are trusted, supported and encouraged to grow.

What’s on offer:

• Competitive salary and bonus at the end of the FTC
• 25 days’ holiday plus bank holidays (with buy/sell options)
• Excellent pension scheme
• Private medical, dental and life assurance
• Income protection, travel insurance and season ticket loan
• Strong focus on learning, development and long‑term career growth
• Hybrid working and flexibility where possible

About us:

We’re part of a Fortune 500 insurance group, operating globally across insurance, reinsurance and specialist markets. Our Wholesale division plays a key role in the Lloyd’s market, and our IT teams are critical to our continued success.

Ready to Play Your Part?

Choose “Apply Now” to fill out our short application, so that we can find out more about you.

Markel celebrates the value of a diverse workforce that brings experience and expertise from a wide variety of backgrounds and life circumstances. Whatever your background, if you feel you meet the requirements of this role then we want to hear from you. We are also happy to consider candidates who are looking for flexible working patterns.

We are an equal‑opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, colour, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status.

We will ensure that individuals with disabilities are provided with all reasonable accommodations to be able to participate in the job application or interview process and to perform essential job functions if successful. Please contact us via email at rec@markel.com or call us at 0161 507 5827 to request any accommodations that may be needed. This includes any alternative formats of any documents or information on how to apply offline.

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