Support Analyst (24x7)

Our IT Managed Services business enables customers to innovate, transform, and seize new opportunities. The Technical Operations function underpins this mission by delivering enterprise-grade, 24x7x365 technical support to mid-market clients across both public and private sectors. We operate a shared services model aligned with ITIL v4, underpinned by ServiceNow, automation, and generative AI. Our 24x7 Operations squads monitor critical systems in real-time, execute defined processes, and drive preventative support to uphold stability across customer environments. As a 24x7 Analyst, you will be part of a squad responsible for continuous monitoring of customer systems and the management of real-time alerts. You will triage events, follow structured runbooks, and carry out operational tasks such as patching and backup validation. This is a shift-based role forming part of a 24x7 service model. You will work with experienced colleagues to build your technical understanding, participate in live operations, and contribute to knowledge management. The ideal candidate is inquisitive, process-driven, and eager to develop within a team environment. What You Will Do:

• Monitor critical systems and alerts using LogicMonitor and other monitoring tools.
• Triage incidents and events, following defined escalation paths based on priority and impact.
• Follow structured runbooks to execute patching, backup validation, and basic troubleshooting tasks.
• Log, update, and escalate tickets within ServiceNow in line with operational procedures.
• Maintain clear and concise shift notes and ensure a smooth handover between shifts.
• Contribute to the improvement of runbooks and knowledge articles.
• Participate in shift reviews and incident debriefs, contributing observations and suggestions.
• Develop an understanding of infrastructure, alert conditions, and incident flow through guided exposure.

Do you have experience in ServiceNow?, * Awareness of IT infrastructure components such as servers, storage, and networking.

• Familiarity with monitoring or ITSM tools (e.g. LogicMonitor, ServiceNow).
• Clear and accurate communication skills, especially in high-pressure situations.
• Desire to learn and take feedback positively.
• Ability to follow process and structured troubleshooting.
• Proactive mindset with an eye for detail.
• Eligibility for UK Government Security Check (SC) clearance.

Desirable Skills and Experience

• Basic Windows Server or Azure administration exposure.
• Prior experience in a service desk or NOC environment.
• Interest in automation and tooling.
• Some awareness of ISO standards such as ISO27001 or ISO20000.

This is a shift-based role forming part of a 24x7 operations squad. Candidates must be willing and able to work a 24x7 pattern including nights, weekends, and public holidays. What We Do For You: Wellbeing that means something

• 26 days' holiday + bank holidays (and the option to buy more) plus 1 paid volunteering day every year
• Exceptional family leave, 26 weeks fully paid maternity/adoption, 4 weeks fully paid paternity, 22 weeks fully paid shared parental leave, plus 5 days paid bereavement leave
• Robust sick pay of up to 13 weeks full pay + 13 weeks half pay
• 24/7 Employee Assistance Programme for confidential support
• Private medical insurance for everyone, no medical-history exclusions

Financial benefits that have your back

• Performance-based rewards tailored to your role, from company-wide bonuses to OTE and commission structures
• Income protection: up to 75% salary for 5 years if you ever need it

Grow your career with us

• SkillsHub learning platform with leadership pathways, future-manager training, and a huge online library
• Access to external training and apprenticeships

Making a Difference

• MatchIt! Fundraise for a cause close to your heart and OneAdvanced will match part of the funding
• Pennies from Heaven donate the pennies from your pay check to help make a difference without lifting a finger

Plus plenty other flexible benefits to suit your lifestyle on our RewardHub, including:

• ULEV car scheme with 1,000+ models
• Dental insurance, Health Cash Plan, Critical Illness Cover, Partner Life Cover

At OneAdvanced, we are at the forefront of delivering sector-focused technology solutions that simplify complexity, drive meaningful progress, and help build a fairer, more inclusive society. We're much more than a software company. We deliver SaaS workflow applications and IT services that power organisations across Education, Government, Healthcare, Legal, Manufacturing, Housing, Retail, and more. OneAdvanced is one of the UK's largest business software and services companies. Based in Birmingham (The Mailbox), operating across the UK, Ireland, India, and Australia. Our secure, scalable platform, including OneAdvanced AI, our private AI service for UK organisations, powers connectivity and innovation across critical sectors. Alongside our software are our IT services, including hosting, managed services, and application modernisation. We strive to create an inclusive workplace that drives innovation and collaboration, championing diverse perspectives and ideas. Our Environmental, Social and Governance (ESG) strategy is embedded in everything we do, guiding us to create meaningful impact for our people, our customers and the planet. Join us and become part of a team that's powering the world of work and making a real difference. Learn more at www.oneadvanced.com     If you require alternative methods of application or screening, you must approach the employer directly to request this as Indeed is not responsible for the employer's application process.