About the role

• Acts as the senior technical authority within the reactive support function, leading resolution of complex and high‑priority incidents.
• Takes ownership of major incidents and escalations, supporting effective service restoration and minimal customer impact.
• Provides technical leadership across the team, improving quality, consistency, and capability.
• Works closely with the Team Leader to support service outcomes, reduce repeat incidents, and improve technical standards.

Responsibilities

• Own and resolve complex and business‑critical incidents, acting as technical escalation point for engineers.
• Provide technical leadership during major incidents, supporting coordinated and effective recovery.
• Drive accountability for technical quality, ticket standards, and resolution approaches.
• Support engineers with troubleshooting, guidance, and best practice.
• Co...