Senior Support Consultant

Company Description

Come join us and make a difference in the world!

Discover more at www.necsws.com

Job Description

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. 

Team Champion Responsibilities 

Serve as a subject matter champion for assigned areas, including: 

• New product introductions. 

<