Senior Incident & Support Lead

NECSWS; Nottingham; On-site; GBP 45,000 - 65,000; Full time

Benefits offered by this job

25 days holiday

Life assurance (4x basic salary)

Flexible benefits

LinkedIn Learning access

Job summary

NEC Software Solutions in the UK is seeking a Senior Support Consultant to lead 2nd line application support, investigate complex incidents, and mentor colleagues.

You will own major incident investigations, coordinate with development, infrastructure, and third parties, and drive continuous improvement within an ITIL-aligned environment.

This role requires strong communication, leadership, and problem-solving skills, and offers a comprehensive benefits package.

Qualifications

• Significant experience within an Application/Technical/Software Support environment.
• Strong troubleshooting and analytical problem-solving skills.
• Experience managing complex incidents end-to-end.
• Experience in ITIL-based service management.
• Ability to coordinate activities across multiple technical and business teams.
• Excellent verbal and written communication skills.
• Experience supporting mission-critical or public-sector software applications.
• Knowledge of incident, problem, change, and release management processes.
• Experience using Ivanti, ServiceNow, or equivalent.

Responsibilities

• 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.
• 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.
• Work closely with Problem Management to support root cause analysis and preventative measures.
• Act as the designated owner for planned maintenance activities.
• Attend planning and change review meetings.
• Mentor and support new starters through structured onboarding and knowledge transfer.
• Provide coaching and technical guidance to Support Consultants.

Skills

Troubleshooting

Problem-solving

Communication

Customer service

Leadership

Mentoring

Education

ITIL Foundation certification

Tools

Ivanti

ServiceNow

Job description

NEC Software Solutions in the UK is seeking a Senior Support Consultant to lead 2nd line application support, investigate complex incidents, and mentor colleagues.

You will own major incident investigations, coordinate with development, infrastructure, and third parties, and drive continuous improvement within an ITIL-aligned environment.

This role requires strong communication, leadership, and problem-solving skills, and offers a comprehensive benefits package.