Stylish, grounded, uplifting – these values live through everything we do at Boden. Without the collaboration, honesty and friendship between our teams, we wouldn’t be where we are today. We curate a world of beauty that’s ethical, inclusive – and importantly – good fun. We inspire you to live your best life. We are Boden.
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.
Location: 2-3 days per week at our North Acton office, 2-3 days working from home.
What You Will Do
Incident Management & Troubleshooting
• 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.
Operational Leadership & Coordination
• 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.
Documentation, Process, and Quality Improvement
• 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.
Contribute to Strategy and Roadmap
• 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.
What We Are Looking For
• Strong experience working with third-party suppliers and offshore supportdevelopmentteams.
• You are someone that leads by example through calmness, structure & reliability.
• Preferableknowledgeworking with Shopify, S5 andPLM 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 leadingapplication support teams usingJiraautomation to streamlineticket 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.
Our Behaviours
• At Boden, how we work matters just as much as what we deliver.
• We keep things simple. We say what we mean, keep each other in the loop, and follow through on what we’ve said we’ll do.
• We care about doing a good job – and we care about each other.
• We’re always kind, often honest, and we will push for high standards without making it heavy.
• We know what we’re good at, we lean on each other when needed, and we show up as a team – taking ownership and getting things done together.
What We Offer
• Competitive salary & targeted annual bonus scheme
• Generous Boden clothing allowance
• 30% discount on all current clothing ranges
• 25 days holiday annual, plus Bank Holidays
• Online portal with an array of discounts on retail & entertainment
• Virtual GP Service for you and your household
• Free onsite parking and subsidised café
We want Boden to be the place everyone wants to work. Friendly, open, understanding and supportive. A best-of-British company with diverse teams, equal opportunities, and fair working and recruitment practices. We believe in hiring the best person for the job whoever they are, helping them thrive in it and celebrating their individuality.
We would like to encourage people from a diverse range of backgrounds to apply for our roles. If you need any reasonable adjustments or additional support during your application process, please do not hesitate to let us know.
We’re all about happiness you can wear. Our story begins in 1991.
Contrarian. How else would you describe a man who left a good job in the city – working in New York during its shiny ’80s heyday no less – to set up a mail-order clothes company at a time when buying things that got delivered was considered a bit, well, joke-worthy? Or was he just lucky – right time, right place, right instinct?
Johnnie launched Boden with a hand-drawn catalogue featuring eight menswear styles he wanted in his own wardrobe (and wanted to order from his armchair). That was 1991, and back then, catalogues for stylish people who like stylish clothes weren’t really a ‘thing’ in Britain.
Today, after a wild, unpredictable and exciting 30 years, Boden is a global company but it still has the same family vibes. It’s the opinion of the women in his life – his wife Sophie (who pushed him to follow his dream in the first place), his three discerning daughters and Johnnie’s new lovely female sidekick – Janet the dog – that he values over anything.
Originality is also so very important, with every step taken to set Boden apart from the rest. Whether that’s hand-drawn prints, doing our best to make sure we don’t cut corners and even listing words we cannot use (we copywriters love a challenge). Attention to detail is everything, and it shows. Johnnie has also been adamant that every factory we use respects its workforce in the same way he respects his workforce at home. And that Boden uses as many recycled materials as possible.
“His main piece of advice is always be yourself,” his daughter Katie adds. “I think we’re all flawed but that’s the one thing that we [the family] are – very honest. I just think you can’t go wrong by being honest.” And lastly? “He’s also never tried to be cool…which makes him cool.”
Boden isn’t about fast fashion and fads. It never was. It’s about making clothes that put a smile on your face, for a long, long time.
