Application Technical Analyst – DPR Consulting – London

DPR is a fast growing Private Equity-backed leading provider of origination and servicing software solutions for banks, building societies and specialist lenders in the UK and Europe. Having received Private Equity investment in June 2017, we are seeking to accelerate our growth through acquisition as well as organic growth.

Our software solutions span residential and commercial mortgages, personal loans, equity release and savings and we are driven by a desire to maximise operational efficiency and drive down costs across the sector through the innovative use of technology.

Our clients range from large high-street names to smaller niche providers and challenger banks.

With over 120 people and growing, we are based in the City (St. Katherine Docks) with offices in Bristol and Delhi. DPR has been a Microsoft Gold Partner since 2003. (

In order to support our constantly growing business, we are looking for a:

Application Technical Analyst

Department: Production Support

Location: London

The Position:

The role is primarily required to provide support of DPR Business Applications in both functional and non-functional areas.

The role is in support of Clients systems (Client or DPR hosted), providing day to day 3rd line technical application support, covering both application and infrastructure, formal Problem Management (Severity 1 Incident),capacity planning support, performance review through formal Service Review reports and implementation Management as required

A basic understanding of development lifecycle and application hosting architectures is required.

The role will also be required to support DPR Software implementations either as an Implementation Manager

The role is part of the Production Support Team, performing Problem Management, supporting the DPR Clients directly post go live and working with Projects teams’ pre go-live to ensure a smooth delivery into Production.

3rd line support – Providing 3rd line support on all DPR applications, working alongside Business Consultants and other Support Specialists to identify and resolve client facing issues, liaising with the client, internal DPR colleagues or client 3rd parties as required

Problem Management – The job holder will be expected to be able to identify [from Incidents] Problems and manage these either through to immediate resolution or perform a detailed analysis of the Problem, collect and collate evidence and/or diagnostics and, if possible, formulate proposed solutions. Where a solution is not immediately identifiable the job holder will be required to present a fully documented Problem Report to, and work with, the relevant internal Project/Development team(s) and/or external 3rd parties as required. The job holder will maintain Problem Management ownership of all problems until resolved or mitigated.

#Incident Management – As required the job holder will be expected to perform the role of Major Incident Manager, co-ordinating will Client, Service Desk, Resolver Teams and DPR Senior Management to drive the Incident to resolution.

Implementation Management – To support larger DPR Solution releases (go-lives) the job holder will also have to perform the role of Implementation Manager liaising between the Client and the DPR Implementation Team, providing a DPR focal and management point for the overall implementation.

Over time the job holder will be expected to become a Subject Matter Expert (SME) across many aspects of the DPR application.

As well as updating all Issue activity via the Ticketing system and internal work items (TFS), the job holder will also be expected to contribute articles to the Knowledge Base and Operational Procedures documentation.

An on-call rota is in place for Support Analysts; the job holder will be expected to be available as a support resource to this rota once relevant experience has been gained (again on a rota basis).

The job holder will be expected to contribute to or produce Client Monthly Service Reports and Dashboards as required

Your main responsibilities will be:

Reporting to Head of Production Support, working from the London Head Office, provide:-

  • Application Technical Analysis support to the Production Support team and Project teams covering all aspects of the DPR application
  • Provide 3rd line support to Clients and Peers on technical issues affecting the application delivery
  • Identifies trends and potential Problem sources by reviewing Incident, Problem and Performance analysis
  • To lead and work with work with internal and external subject matter experts to diagnose and provide solutions for open issues and problems
  • To be proactive in identifying problems, analyze and recommend Service Improvement plans with the possible solutions obtained from technical teams
  • To plan implementation of and subsequently to implement DPR Application Releases into Client environments
  • Provide interface to Clients support teams as required
  • To participate or lead in Change Advice Boards (CAB) as required
  • To keep abreast of current and emerging changes/enhancements to the DPR applications.
  • Generate and manage knowledge feedback loop within DPR ensuring that all resolutions are centrally reported and knowledge is disseminated
  • Provide [write] Knowledge Base articles, Technical Tips and other documentation as required
  • Update and track Incident and Problem Key Performance Indicators (KPI)
  • Provide monthly [periodic] Incident and Problem Management statistics
  • Contribute/deliver to Client Monthly Service Reports
  • Provide support to all other members of the team (both in hours and on call)
  • To support Severity 1 Incident Manager as required
  • Work closely with other Problem and Incident Managers
  • Attend Client meetings as required
  • Support DPR Senior Management as required
  • Produce monthly Service Management Reports
  • Support (Implementation Manager) DPR Solution releases into DPR Client Environments
  • To act as a Major Incident Manager as required

Required skills and experience:

  • An understanding of mortgages and savings is essential, in both Origination (New Business) and Servicing (on going Administration), preferably within the Residential, Consumer market.
  • Experience of Financial Application Support at a 3rd line level
  • Exposure to rule based, configuration based systems
  • Experience of direct Client contact
  • Knowledge of:
  • Development architectures, preferably Microsoft, such as IIS, .Net, WebServices, etc.
  • Understanding of referential database systems, preferably Microsoft
  • Understanding of Windows operating systems
  • Have worked within Windows physical and cloud based environments
  • Understanding of XML structures and message exchange protocols
  • Have been involved in CAB process
  • Experience of dealing with clients and use of Ticket logging systems
  • Excellent organisational and communications skills
  • Interfacing with 3rd party application service providers
  • This role requires a disciplined, thorough and meticulous individual

Beneficial skills and experience:

  • An understanding of mortgages and savings is essential, in both Origination (New Business) and Servicing (on going Administration), preferably within the Residential, Consumer market.
  • Experience of financial systems preferably mortgage and/or savings systems.
  • Experience in a similar role in banking/financial services organisation
  • Experience of direct Client management (or significant internal user base)
  • Having worked supporting an online application in the financial services market
  • Knowledge of DPR Applications