Technical Support Lead Analyst

Manage and resolve incidents, service requests and support-related changes through ServiceNow in line with agreed processes and service levels.

Act as the primary Level 2 escalation point for issues raised by L1 support teams.

Investigate, triage and progress issues promptly to minimise business impact and reduce service disruption.

Maintain clear ticket ownership, timely updates, accurate categorisation and high-quality resolution notes.

Communicate clearly and professionally with business users, application owners and support stakeholders on issue status, impact and next steps.

Analyse and troubleshoot application and platform issues using RPG code knowledge, IBM i operational understanding, logs, job output and system diagnostics.

Perform root cause analysis for incidents and recurring issues, documenting findings clearly and accurately.

Provide clear defect analysis, reproduction steps, technical evidence and support context where permanent fixes require L3 development involvement.

Work closely with L3 development and engineering teams to support timely implementation of permanent corrective actions.

Identify repeat issues, known error patterns and operational pain points, and contribute to the Problem Management process where appropriate.

Perform controlled application configuration updates in line with agreed procedures and governance requirements.

Execute approved data fixes and corrections in accordance with audit, compliance and change control standards.

Ensure all configuration and data changes are properly authorised, documented, tested where required and tracked through the appropriate change management process.

Maintain accurate evidence and completion notes to support auditability and operational control.

Provide operational support for end-of-day, overnight and other critical batch processing windows.

Monitor batch jobs and operational processes to ensure critical transactional processing completes successfully.

Investigate and resolve batch failures, processing delays, job errors and performance-related issues.

Escalate batch or operational issues promptly where additional technical, infrastructure or business support is required.

Participate in rotational shift, out-of-hours or on-call support arrangements where required.

Monitor system health, job performance, application alerts and operational indicators to support service stability.

Respond to alerts, investigate exceptions and take appropriate corrective action.

Identify trends, recurring issues and emerging risks that may impact application performance or reliability.

Support continuous improvement activity focused on service stability, operational resilience and reduced repeat incidents.

Collaborate with L1 support teams on triage, escalation and effective handover of support issues.

Work with L3 development teams to support defect analysis, permanent fix delivery and post-incident follow-up.

Engage infrastructure teams where platform, network, database, scheduling or environment dependencies contribute to service issues.

Participate in Agile ceremonies where relevant, including stand-ups, planning discussions and retrospectives.

Support releases, upgrades, patches and planned changes from a production support and operational readiness perspective.

Create and maintain support runbooks, knowledge articles, troubleshooting guides, RCA documentation and known issue records.

Ensure operational documentation is accurate, complete, accessible and aligned to agreed support processes.

Document incident resolutions, workarounds and recovery steps clearly so they can be reused by the wider support team.

Identify documentation gaps and contribute to continuous improvement of operational knowledge and support standards.

Proven experience in a Level 2 application production support role.

Experience supporting business-critical transactional systems and operational services.

Experience supporting batch operations, critical processing windows and production recovery activity.

Experience working in shift-based, rotational or on-call support environments.

Exposure to ITIL-aligned incident, request, problem and change management processes.

Experience working in Agile delivery or support environments is desirable.

This role provides a strong pathway into senior application support, technical support leadership, production support operations, service management or application service ownership roles.

Successful candidates will develop deeper expertise in IBM i application support, incident and problem management, operational recovery, stakeholder communication, service performance improvement and production support transformation.