Tier 2 Support Lead

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Raytheon UK is searching for a Tier 2 Support Lead to join our OMNIA Training team.

As a Tier 2 Support Lead you will be critical to the successful delivery of the programme collaborating within matrix organisation with multi-disciplinary teams within Engineering

OMNIA are redefining the British Armys collective training. To do that we are looking for the best and brightest minds from across the UK. We are backed by British innovation and powered by world-class experts like you.

We are looking for individuals who want to serve. Youll have a mission focus and the enthusiasm and drive to deliver. You must be eligible and willing to obtain SC clearance and will be based at Warminster working in a hybrid style.

The role:
This is more than a job its a mission. You will be part of a high-impact collaborative environment where we expect everyone to live the values and standards of the British Army. Every person in our team plays a critical role in delivering OMNIAs vision; designing delivering and transforming collective training so the British Army is ready to fight and win.

Youll work in a matrix organisation and report operationally through OMNIA Training and functionally through the Service Desk Incident & Request Manager. Ultimately youll work for the British Army championing innovation and helping shape the future of military collective training.

Key Responsibilities:

• Manage the Second Line Team both Operational and Functionally.
• Lead the Tier 2 support function ensuring timely resolution of incidents service requests and technical issues escalated from Tier 1 support.
• Oversee incident problem and change management activities in accordance with ITIL best practices.
• System monitoring Event management and performance reporting
• Liaison with 1st and 3rd line teams ensuring a seamless flow of information across the organization including sub-contractor SMEs and customer Resolver groups
• Support deployed applications (containers and VM based) and server software configuration and rollout of software updates.
• Investigate and resolve problems relating to hardware issues storage access and software services for WINTEL and LINUX based systems.
• Technical liaison between COTS software /hardware vendors and MoD customers
• Coordinate with engineering infrastructure and application teams to resolve incidents and maintain service availability.
• Manage and prioritise the Tier 2 support backlog to ensure adherence to SLAs and operational targets.
• Maintain accurate incident records root cause analysis documentation and service reports.
• Support major incident management processes ensuring effective communication with stakeholders.
• Develop and maintain operational support procedures knowledge articles and troubleshooting guides.
• Mentor and guide Tier 2 support engineers to improve technical capability and service delivery.

Who we are looking for:

Were after individuals who want to serve. Youll have a mission focus and the enthusiasm and drive to get things done. Youll want to work in collaboration with other defence training organisations and the British Army. You wont let bureaucracy get in the way of what needs to be done youll learn lessons and share these lessons across the team. You wont necessarily have a military background but youll understand what it means to serve and to put the mission first.

This position requires a customer first mindset strong stakeholder engagement skills and the ability work in a multidisciplinary engineering team in a complex and evolving environment.

Essential Skills and Experience:

• Proven experience in Tier 2 or advanced technical support within enterprise IT or operational environments.
• Experience with ServiceDesk Plus or similar Service Management tools.
• Experience supporting cloud-based environments (e.g. Azure AWS) or hybrid infrastructure.
• Strong knowledge of ITIL4 service management practices including incident problem and change management.
• Experience managing escalated incidents and coordinating resolution across multiple technical teams.
• Ability to diagnose and troubleshoot complex technical issues across infrastructure systems or applications.
• Experience monitoring system performance and identifying operational service risks.
• Strong organisational skills with the ability to prioritise multiple incidents and service requests.
• Experience producing incident reports root cause analysis and operational documentation.
• Strong stakeholder communication skills for managing escalations and service updates.
• ITIL certification (Foundation or higher).
• Holds or is eligible for UK Security Clearance (SC).

Desirable Skills and Experience:

• Experience working within defence government or regulated engineering programmes.
• Experience of knowledge is application containerisation (Kubernetes Docker).
• Experience with system monitoring (Prometheus Grafana ELK Kabana).
• Experience with Red Hat OpenShift.
• Familiarity with enterprise service management platforms (e.g. ServiceNow Jira Service Management).
• Experience supporting applications within complex system or platform environments.
• Understanding of DevOps or DevSecOps environments and support practices.

*Formal offers to successful candidate will be conditional upon award *

What we offer:

• Chance to join a groundbreaking mission - to shape the future and drive innovation within a team focused on collaboration across a matrix organisation.
• You will join at a unique time where you can join in shaping this team and be rewarded with ongoing development opportunities and clear pathways to progress within a trusted defence industry partner.
• 37hr working week with early finish Fridays - start your weekend early!
• 25 days holiday statutory public holidays plus opportunity to buy and sell up to 5 days and up to 5 paid days volunteering
• 10.5% company pension contribution with 6% employee contribution
• Annual company bonus scheme (discretionary)
• 6 times salary Life Assurance with pension
• Flexible Benefits scheme with extensive salary sacrifice schemes including Health Cashplan Dental and Cycle to Work amongst others
• Enhanced sick pay
• Enhanced family friendly policies including enhanced maternity paternity & shared parental leave

Raytheon UK

We take immense pride in being a leader in defence and aerospace technology. As an employer we are dedicated to fuelling innovation nurturing talent and fostering a culture of excellence. Together we are not just advancing technology; were building a community committed to safeguarding a safer and more connected world.

RTX

Raytheon UK is a landed company and part of the wider RTX organisation. Headquartered in Arlington Virginia USA but with over 180000 employees globally across every continent RTX provides advanced systems and services for commercial military and government customers worldwide and comprises three industry-leading businesses Collins Aerospace Systems Pratt & Whitney and Raytheon.

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