Senior Support Consultant

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Role Purpose

The Senior Support Consultant is a key technical leader within the Support Services team, responsible for the investigation, diagnosis, and resolution of complex application incidents while ensuring the delivery of high-quality customer service. The role combines advanced technical support expertise with leadership responsibilities, including mentoring colleagues, leading major incident investigations, owning planned maintenance activities, and acting as a subject matter expert for new products, customers, and functionality.

Working within a mature ITIL-aligned support environment, the Senior Support Consultant will collaborate closely with customers, internal technical teams, third parties, and service management functions to ensure service excellence and continual service improvement.

Key Responsibilities

Technical Support & Incident Resolution

- Provide expert 2nd Line software application support for customer-reported incidents and service requests.

- Take ownership of the investigation and resolution of complex or high-impact application issues.

- Recreate customer-reported issues within test environments to identify root causes and validate defects.

- Identify, document, and communicate workarounds where permanent resolutions are not immediately available.

- Ensure all incidents and requests are managed within agreed contractual Service Level Agreements (SLAs).

- Work in accordance with ITIL-aligned support processes and procedures.

- Collaborate effectively with Development, Infrastructure, Service Management, and third-party suppliers to resolve issues.

Major Incident Management

- Lead the technical response to high-priority and service-impacting incidents.

- Coordinate investigation activities across multiple teams and stakeholders.
- Ensure relevant logs, diagnostic information, and supporting evidence are secured and retained.
- Maintain accurate records of investigations, actions, and outcomes within service management tools (e.g., Ivanti).
- Work closely with Problem Management to support root cause analysis and the implementation of preventative measures.

Planned Maintenance Ownership

- Act as the designated owner for planned maintenance activities.
- Attend planning and change review meetings.
- Complete impact assessments for related Change Requests (CRs).
- Coordinate and organise technical resources required to successfully deliver maintenance activities.
- Support implementation, testing, communication, and post-implementation reviews.

Leadership & Team Support

- Deputise for the Team Manager or Lead Support Consultant when required.
- Support day-to-day operational management and decision-making in the absence of leadership.
- Act as a senior escalation point for support colleagues.
- Drive best practice adoption and continuous improvement initiatives across the team.

Skills & Experience

Responsibilities

New product introductions.; New software functionality and enhancements.; New customer onboarding activities.; Knowledge sharing and capability development within the support team.; Mentor and support new starters through structured onboarding and knowledge transfer.; Provide coaching and technical guidance to Support Consultants.; Contribute to team development by creating and maintaining knowledge articles, support documentation, and training materials.; Encourage continuous learning and skills development across the team.; Maintain high standards of customer communication throughout the incident lifecycle.; Produce clear and accurate documentation relating to incidents, investigations, defects, and known errors.; Participate in an out-of-hours on-call rota as required.; Support service improvement initiatives aimed at reducing incident volumes and increasing service stability.

Requirements

Significant experience within an Application Support, Technical Support, or Software Support environment.; Strong troubleshooting and analytical problem-solving skills.; Experience managing complex incidents from investigation through to resolution.; Experience working within ITIL-based service management frameworks.; Ability to coordinate activities across multiple technical and business teams.; Experience mentoring and supporting colleagues.; Excellent verbal and written communication skills.; Strong customer service focus with the ability to manage stakeholder expectations.; Leadership and accountability; Technical expertise; Customer focus; Decision making and problem-solving; Planning and organisation; Communication and stakeholder management; Coaching and mentoring; Continuous improvement mindset

Nice to have

Experience supporting mission-critical or public-sector software applications.; Knowledge of incident, problem, change, and release management processes.; Experience using service management tools such as Ivanti, ServiceNow, or equivalent.; Previous experience acting as a technical lead or senior escalation point.; ITIL Foundation certification or equivalent.