Support Engineer- SC Cleared

VE3; City Of London; Hybrid; GBP 40,000 - 80,000; Full time

Job summary

An established industry player is seeking a skilled Support Engineer to join their service operations team. This role involves providing 2nd and 3rd line support for cloud-hosted applications, primarily on AWS, while ensuring incidents are resolved swiftly and efficiently. The ideal candidate will possess strong technical problem-solving skills and a proactive approach to incident management in a high-availability environment. This innovative firm offers an exciting opportunity to work with cutting-edge technology solutions, enhancing operational efficiency across various sectors. If you are passionate about technology and thrive in a dynamic setting, this position is for you.

Qualifications

• 5+ years in 2nd/3rd line support for cloud-hosted applications.
• Strong ITIL knowledge and experience in regulated environments.

Responsibilities

• Deliver robust support for operational applications hosted on AWS.
• Collaborate with teams to ensure seamless issue resolution.

Skills

2nd/3rd line support

incident management

problem management

change management

troubleshooting with APIs

stakeholder communication

Education

Active SC Clearance

AWS Certified Cloud Practitioner

AWS Certified Solutions Architect

Tools

Jira Service Management

AWS CloudWatch

Prometheus

Grafana

Job description

London Arena, United Kingdom | Posted on 31/03/2025

VE3 is a technology and business consultancy focused on delivering end-to-end technology solutions and products. We have successfully serviced enterprises across multiple markets, including the public and private sectors. Our services span all aspects of business, providing a holistic approach to managing an organization. We are committed to providing technical innovations and tools that empower organizations with critical information to facilitate decision-making that results in business transformation through cost savings and increased operational efficiency. Our commitment to quality is adopted throughout the organization and sets the foundation for delivering our full suite of capabilities.

Job Description

Location: UK-Based (Hybrid working with on-site attendance as required)

About VE3:

VE3 is a leading digital transformation and cloud solutions provider, delivering cutting-edge services in Salesforce, AI-driven insights, cybersecurity, DevOps, data analytics, and managed services. As a trusted partner for Microsoft, AWS, IBM, SAP, Oracle, Google, Salesforce, and Databricks, we specialize in empowering enterprises with next-generation technology solutions. We are currently seeking a Salesforce Business Analyst to support our expanding Salesforce practice, working on transformative projects across industries such as retail, energy, financial services, and healthcare.

Role Overview:

We are seeking a highly capable and security-cleared Support Engineer with a minimum of 5 years of experience to join our service operations team, providing robust and reliable 2nd and 3rd line support for a suite of digital applications and cloud-hosted services. The role demands strong technical problem-solving skills, excellent incident response handling, and familiarity with ITIL-aligned processes in a multi-supplier, high-availability environment.

Requirements

Key Responsibilities:

1. Deliver 2nd and 3rd line support for live operational applications hosted primarily on AWS (and potentially Azure).
2. Act as the technical point of escalation for incidents triaged by 1st line teams.
3. Ensure incidents are resolved within SLA-defined timelines (P1–P4 prioritization), maintaining continuity and minimal downtime.
4. Participate in 24x7 on-call rotas as part of a wider support framework.
5. Utilize tooling such as Jira Service Management, AWS CloudWatch, Prometheus/Grafana for issue detection and incident tracking.
6. Work with internal DevOps teams to support CI/CD releases, patching, and environment stability.
7. Collaborate with multi-vendor partners, development teams, and other third parties to ensure seamless issue resolution and change coordination.
8. Document resolutions, update knowledge base articles, and contribute to the Known Error Database (KEDB).
9. Support evergreen service improvements, technical debt remediation, and release readiness checks.

Required Skills & Experience:

1. Proven experience in a 2nd/3rd line support role across cloud-hosted (AWS/Azure) and web-based applications.
2. Strong understanding of incident, problem, and change management within an ITIL v4 or ITIL v3 environment.
3. Hands-on troubleshooting with APIs, web platforms, monitoring tools, and support logging systems.
4. Experience working in secure, regulated environments, with awareness of data protection and information assurance standards.
5. Excellent stakeholder communication skills and a proactive attitude to problem ownership.

Certifications & Security Clearance:

• Active SC Clearance is essential.

• Certifications in one or more of the following are highly desirable:

• AWS Certified Cloud Practitioner / Solutions Architect – Associate