The key responsibilities of the role will include, but is not limited to:

• Deliver Level 3 Technical Support through the client’s ITSM toolset, ensuring resolution of incidents within agreed Service Health Indicator (SHI) timeframes.
• Engage and coordinate with third-party vendors to manage escalations and ensure timely resolution of complex issues.
• Contribute to Defence ICT projects, providing technical input and implementation support across critical initiatives.
• Create and maintain Standard Operating Procedures (SOPs) to ensure consistent, high-quality support practices.
• Develop and update Detailed Level Designs (DLDs) to align with evolving system architecture and security requirements.
• Support after-hours operations as needed to maintain system availability and respond to urgent issues in real-time.