Senior Technical Support - 24x7

We are seeking a Senior Technical Support Professional to provide advanced technical support and help maintain the stability, performance, and reliability of our production systems. In this L2 role, you will handle complex issues, guide junior team members, and work closely with stakeholders to support effective system operations.

Responsibilities:

• Manage complex production support tasks that require deep understanding of the application, its features, and its underlying technology

• Lead incident, change, and problem management activities in accordance with ITIL processes

• Monitor production environments and escalate issues to L3 teams when required

• Mentor and support junior team members, promoting knowledge sharing and continuous improvement

• Collaborate with stakeholders to ensure systems are well-architected and integrate effectively with broader technical support solutions

If you are driven by solving challenging technical problems and want to play a key role in delivering stable, high-quality support services, we encourage you to apply.

Required technical and professional expertise

• In-depth knowledge of the application, its functionality, and the underlying technology
• Masterful proficiency in using Netcool, SNOW, PowerShell, SQL, Oracle, and Solarwinds tools
• Proven track record of delivering high-quality technical support solutions in a professional setting
• Exceptional communication, leadership, and problem-solving skills
• Familiarity with the ITIL framework

This role is subject to pre-employment screening in line with the UK Government's Baseline Personnel Security Standard (BPSS). An additional range of Personal Security Controls referred to as National Security Vetting (NVS) may apply, this could include meeting the eligibility requirements for The Security Check (SC) or Developed Vetting (DV).

Preferred technical and professional experience

• Knowledge of virtualization technologies (VMware, Hyper-V)
• Familiarity with cloud platforms (AWS, Azure, GCP)
• Experience with network diagnostics and troubleshooting
• Understanding of network protocols and standards

IBM is committed to creating a diverse environment and is proud to be an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender, gender identity or expression, sexual orientation, national origin, caste, genetics, pregnancy, disability, neurodivergence, age, veteran status, or other characteristics. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.

• Tools and policies to support your work-life balance from flexible working approaches, sabbatical programs, paid paternity leave, maternity leave and an innovative maternity returners scheme
• More traditional benefits, such as 25 days holiday (in addition to public holidays), private medical, dental & optical cover, online shopping discounts, an Employee Assistance Program, life assurance and a group pension plan through salary sacrifice.

At IBM Consulting UK FutureNow, you'll build a career at the forefront of hybrid cloud and AI, working with leading clients across the public and private sectors. You'll collaborate with top industry professionals, gain hands on experience with cutting edge technologies, and deliver solutions that create real business impact. From day one, you'll work on meaningful, high profile programmes that stretch your skills and accelerate your growth. We invest heavily in you--supporting continuous learning, in demand skills development, and long term career progression. You'll thrive in a flexible, inclusive environment that values curiosity, encourages reinvention, and recognises what makes you unique.