Senior Technical Lead

Senior Technical Lead

• Application Deadline: 15 October 2025
• Department: IT
• Employment Type: Permanent - Full Time
• Location: Home United Kingdom
• Compensation: £51,000 - £76,000 / year

Description

The role of Senior Technical Support Lead is to be the Subject Matter Expert (SME) for one, or multiple, IT services and technologies to support and enhance their effective, secure and stable operation. The role involves a mix of technical leadership, operations management, and process improvements,  working closely in support of the Technical Operations Manager.

The Senior Technical Support Lead will apply their depth of technical knowledge, alongside excellent analytical capability to support complex incidents, which exceed the knowledge and skills of the Service Operations team and Technical Operations Analysts.

The Senior Technical Support Lead will also be responsible for identifying, planning and delivering service improvements to improve their operational efficiency. This could be technical enhancements, automation of operational tasks, enhanced service monitoring or by documenting and supporting training of other members of the wider IT team. 

Key Responsibilities

1. Technical Leadership

• SME: Be the subject matter expert for one or more technologies maintaining a deep understanding of the design and implementation within Davies
• Root Cause Analysis: Support the team and where necessary lead efforts to analyse failures and incidents deeply, ensuring that root causes are identified and addressed in line with Problem Management processes.
• Monitoring and Alerting: Continuously evaluate and improve monitoring tools and alerting systems to catch issues before they impact users.
• Technology Strategy: Participate in the formulation of the technology strategy, particularly how it relates to the scalability and reliability of operations.
• Operational Roadmap: Take ownership of the operational roadmap to ensure there are clear plans for patching, upgrades and other key proactive maintenance activities. Ensure that end of support/end of life and major upcoming changes are tracked and communicated so that BAU small changes or projects are initiated when required.
• Innovation: Identify and implement new technologies and practices that can improve service operations, reduce costs, or increase efficiency.

2. Service support and operations

• System Reliability: Ensure that services are reliable, available, and performing optimally. Design and implement strategies to enhance uptime and minimize outages.
• Major Incident: Lead the technical response to major incidents ensuring there is a clear understanding of faults, coordination with other technical staff to avoid skills/knowledge gaps, robust resolution plans and identification of underlying problems for post incident resolution.
• Automation and Tooling: Identify, develop and oversee the automation of repetitive tasks, such as deployments, monitoring, and reporting, to improve efficiency and reduce human error.
• Infrastructure Management: Guide the team in managing and optimizing all infrastructure, ensuring it meets the operational requirements.

 

3. Team Leadership and Mentorship

• Mentorship: Provide technical mentorship to the operations team, helping them grow their skills.
• Problem Prioritisation: Undertake regular service reviews with service owners, helping to prioritise problems, based on immediate operational needs and/or longer term improvements.
• Performance Reviews: Provide feedback to the People Leads to support performance reviews and help feedback on any areas for growth identified by you.

4. Process and Operations Management

• Operational Excellence: Implement and refine operational processes to improve efficiency and service performance, in line with agreed ISO standards, supported by the wider Service Operations Management Team.
• As a Senior Tech Lead, working alongside the Tech Ops Manager, responsible for creating robust frameworks and implementing best practices to ensure seamless operations, while providing critical support to design teams in optimizing and enhancing operational efficiency
• Change Management: Oversee the process for deploying changes to production, ensuring that proper testing and rollback strategies are in place.
• Capacity Planning: Anticipate future service demands and plan for infrastructure scaling and resource allocation accordingly.
• Service-Level Agreements (SLAs): Ensure the team achieves the agreed service metrics.
• Service Transition: Support the project teams in understanding the operational requirements of new services and developments. Support the Technical Operations Manager in assessing delivery against those requirements to ensure effective transition of new services into live operation.
• Knowledge Management: Maintain and expand documentation related to systems, processes, and troubleshooting guides to enhance the team’s operational knowledge.

5. Collaboration and Communication

• Stakeholder Communication: Support the service owners in their communciations with stakeholders ensuring that appropriate and accurate information about service capabilities and issues is being shared
• Incident Communication: Provide clear and timely communication to stakeholders during incidents, detailing the impact, status, and resolution steps, where required.
• Collaboration: Work closely with non Service Operations Teams to improve relations and ensure new features and services are operationally viable and meet the team’s standards.

Skills, Knowledge & Expertise

• Signficant experience in the delivery and support of IT Infrastructure and associated technologies in a large scale enterprise environment
• Highly developed analytical skills to enable resolution of complex issues
• Highly self motivated to drive service excellence and improvement
• Excellent written and verbal communication skills
• Significant technical experience in key technologies, such as:
• Windows Server OS
• Microsoft technologies – Active Directory, Exchange, Certificate Services, IIS, SQL
• Azure IaaS
• Wired and Wireless networks
• Firewalls
• Loadbalancers
• Enterprise backup systems
• End User Compute and Mobile Device Management (e.g. Intune)
• Remote access solutions (VPN, VDI etc)