APPLICATION SUPPORT ANALYST

JobsCloseBy Editorial Insights

Worldline is seeking an Application Support Analyst (3rd Line) in Nottingham, full-time onsite, to own complex incidents, troubleshoot across applications, databases, middleware, and integrations, and partner with Dev and IT operations to deliver permanent fixes and improve service reliability. You’ll handle on-call duties, perform root-cause analysis, contribute to runbooks, support release validation, and ensure security and compliance. The ideal candidate has proven 3rd line experience, strong problem solving, SQL knowledge, Windows update management, change control experience, and excellent communication skills to work with users and stakeholders. To apply, tailor your CV with concrete incidents resolved, quantify impact, and show collaboration across teams.

This is Worldline.

Worldline helps businesses of all shapes and sizes accelerate their growth — quickly, simply, and securely. As pioneers in the payments technology industry, we shape how the world pays and gets paid. Our technology supports the growth of millions of businesses across five continents. Just as we empower our customers, we are committed to fostering the careers of our people. Join us and be part of a team that’s shaping the future.

The Opportunity

We're looking for an Application Support Analyst (3rd Line) to join our technology services team. You’ll work within a dedicated support group, handling complex, high-impact incidents and providing advanced troubleshooting across multiple applications and platforms. You’ll collaborate with cross-functional teams—development, product, and IT operations—to diagnose root causes, implement lasting fixes, and improve service reliability. The role focuses on ensuring high availability and performance of critical business applications, supporting a diverse user base across regions, and contributing to continual service improvement as we modernise our application landscape.

Day-to-Day Responsibilities

• Provide 3rd line support for mission-critical applications, investigating and resolving complex incidents escalated from 1st/2nd line support.
• Diagnose and troubleshoot across multiple layers (application, database, middleware, and integrations) to rapidly restore service.
• Perform root-cause analysis and implement permanent fixes, workarounds, and preventive measures.
• Collaborate with development and DevOps teams to deploy patches, hotfixes, and configuration changes in coordination with change control.
• Manage and monitor application health, performance, and availability; respond to alerts and perform routine maintenance windows.
• Participate in on-call rotations and communicate incident status clearly to stakeholders.
• Translate business impact into technical actions, document solutions, and update runbooks and knowledge bases.
• Drive continuous improvement by identifying recurring issues, contributing to problem management, and refining support processes.
• Assist with release validation, impact assessment for new deployments, and ensuring smooth rollouts.
• Maintain strong security and compliance practices in all troubleshooting and changes.

Who Are We Looking For

We look for big thinkers who can drive positive change, bring a can-do attitude, and show a hunger to learn and grow. In practice this means:

• Experience of working on a 3rd line support desk
• Good analytical / Technical skills (Hardware/Software) with the ability to quickly problem solve and triage
• Ability to provide support to a variety of customers and teams under a range of circumstances.
• Experience with change control
• Experience with windows update managment  
• Basic PC/literacy skills – confident use of MS Word, Excel and Outlook to a basic standard. Ability to create new letters, use spread sheets to capture and store data in a clear and logical manner.
• Able to use IT tools and services that enable specific products to be supported.
• The post holder must be able to work as part of a team, be organised, methodical, flexible and display a positive and professional manner at all times. The successful candidate should also have excellent planning and prioritisation skills.
• Ability to communicate with people at all levels (from end user to client).
• Ability to take ownership of incidents
• Have experience with SQL
• Experience with remote desktop

Perks & Benefits

• At Worldline, you’ll have the opportunity to work at the forefront of global payments technology and shape the future of financial transactions. On top of that, you will also:
• Be part of an international team that fosters innovation and career growth.
• Work on cutting-edge projects involving Artificial Intelligence, Cloud computing, and new technologies.
• Benefit from extensive training programs and professional development opportunities.
• Enjoy flexible working arrangements and a dynamic work environment.
• Receive competitive salary packages plus more.
• Access various global and regional benefits designed to support your health, well-being, and personal development.
  
  

Shape the evolution.

We are pushing towards the next frontiers of payments technology, and we look for big thinkers to join our journey. People with passion, can-do attitude, and a hunger to learn and grow. Here, you’ll collaborate with ambitious colleagues worldwide, face unique challenges as a team, and make a real societal impact. Our empowering culture, innovative technology, and extensive training help you accelerate your career, wherever you decide to go. Join our global team of over 18,000 innovators across 40+ countries and shape a tomorrow that’s yours to own.

Learn more about life at Worldline at jobs.worldline.com

We are proud to be an Equal Opportunity employer. We do not discriminate based on race, religion, color, national origin, sex (including pregnancy and medical conditions), sexual orientation, gender identity, age, disability, or any legally protected characteristic.

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