Senior Technical Support Engineer L2 - Public Sector

At IBM CIC, we provide technical and industry expertise to a wide range of public and private sector clients in the UK. A career in IBM CIC means you’ll have the opportunity to work with leading professionals across multiple industries to improve the hybrid cloud and AI journey for the most innovative and valuable companies in the world. You will get the chance to deliver effective solutions, driving meaningful business change for our clients, using some of the latest technology platforms.

Curiosity and a constant quest for knowledge serve as the foundation to success here. You’ll be encouraged and supported to constantly reinvent yourself, focusing on skills in demand in an ever changing market. You’ll be working with diverse teams, coming up with creative solutions which impact a wide network of clients, who may be at their site or one of our CIC or IBM locations. Our culture of evolution centres on long‑term career growth and development opportunities in an environment that embraces your unique skills and experience.

We Offer

• Many training opportunities from classroom to e-learning, mentoring and coaching programs and the chance to gain industry recognised certifications.
• Regular and frequent promotion opportunities to ensure you can drive and develop your career with us.
• Feedback and checkpoints throughout the year.
• Diversity & Inclusion as an essential and authentic component of our culture through our policies and processes as well as our Employee Champion teams and support networks.
• A culture where your ideas for growth and innovation are always welcome.
• Internal recognition programmes for peer‑to‑peer appreciation as well as from manager to employees.
• Tools and policies to support your work‑life balance from flexible working approaches, sabbatical programmes, 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 Programme, life assurance and a group personal pension plan of an additional 5% of your base salary paid by us monthly to save for your future.

Your Role And Responsibilities

We are seeking a Senior Technical Support Professional (L2) to provide advanced production support, lead incident and change activities, and ensure the stability of our critical applications. You will work across application, infrastructure, and data layers, resolving complex issues, mentoring junior team members, and contributing to the design of robust support solutions. This role requires deep technical knowledge, strong leadership capabilities, and the ability to manage operational demands in a fast‑paced environment.

Responsibilities

• Handle complex production support tasks requiring deep knowledge of the application, its functionality, and underlying technology.
• Lead incident, change, and problem management processes, ensuring timely escalation to L3 when needed.
• Monitor production systems proactively, identify risks and ensure stable and continuous operations.
• Use monitoring, diagnostic and automation tools (such as Netcool, SolarWinds, PowerShell, SQL, Oracle, ServiceNow) to investigate and resolve issues.
• Mentor and guide junior team members, helping develop technical skills and operational maturity.
• Collaborate with stakeholders to support system architecture decisions and ensure alignment with operational best practices.
• Drive continuous improvement efforts to enhance system reliability, streamline workflows and reduce repeat incidents.
• Contribute to the development of support documentation, knowledge‑base articles and runbooks.

Preferred Education

Bachelor's Degree

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.
• Experience and/or certification in Change Management, Service Management & Project Management.

As an equal opportunities’ employer, we welcome applications from individuals of all backgrounds. However, for you to be eligible for this role, you must have the valid right to work in the UK. Unfortunately, we do not offer visa sponsorship and have no future plans to do so. You must be a resident in the UK and have been living continuously in the UK for the last five years.

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.