Technical Support Lead Analyst

Summary This role provides Level 2 production support for business-critical applications running on the IBM i / AS400 platform. The Production Support Analyst is responsible for incident resolution, system monitoring, batch operations, operational recovery and controlled configuration or data changes , helping to maintain stable, reliable and well-controlled application services. This is not a development role ; however, strong knowledge of RPG and the IBM i platform is required to analyse issues, troubleshoot effectively, support root cause analysis and provide clear technical context to L3 development teams when permanent code fixes are required.

Overview You will support the Policy Administration System and related operational services running on IBM i / AS400, ensuring smooth day-to-day operation, service stability and effective support across critical transaction windows and overnight batch processing. The role operates in an ITIL-aligned and Agile environment , working closely with L1 support, L3 engineering, infrastructure, application owners and business stakeholders. Work is managed primarily through ServiceNow and Jira, with a focus on timely resolution, strong ticket discipline, effective communication and continuous service improvement.

1. Incident & Request Management Manage and resolve incidents, service requests and support-related changes through ServiceNow in line with agreed processes and service levels. Act as the primary Level 2 escalation point for issues raised by L1 support teams. Investigate, triage and progress issues promptly to minimise business impact and reduce service disruption. Maintain clear ticket ownership, timely updates, accurate categorisation and high-quality resolution notes. Communicate clearly and professionally with business users, application owners and support stakeholders on issue status, impact and next steps. 2. Technical Troubleshooting & RCA Analyse and troubleshoot application and platform issues using RPG code knowledge, IBM i operational understanding, logs, job output and system diagnostics. Perform root cause analysis for incidents and recurring issues, documenting findings clearly and accurately. Provide clear defect analysis, reproduction steps, technical evidence and support context where permanent fixes require L3 development involvement. Work closely with L3 development and engineering teams to support timely implementation of permanent corrective actions. Identify repeat issues, known error patterns and operational pain points, and contribute to the Problem Management process where appropriate. 3. Configuration & Data Changes Perform controlled application configuration updates in line with agreed procedures and governance requirements. Execute approved data fixes and corrections in accordance with audit, compliance and change control standards. Ensure all configuration and data changes are properly authorised, documented, tested where required and tracked through the appropriate change management process. Maintain accurate evidence and completion notes to support auditability and operational control. 4. Batch Processing & Operational Support Provide operational support for end-of-day, overnight and other critical batch processing windows. Monitor batch jobs and operational processes to ensure critical transactional processing completes successfully. Investigate and resolve batch failures, processing delays, job errors and performance-related issues. Escalate batch or operational issues promptly where additional technical, infrastructure or business support is required. Participate in rotational shift, out-of-hours or on-call support arrangements where required. 5. Monitoring, Alerts & Performance Monitor system health, job performance, application alerts and operational indicators to support service stability. Respond to alerts, investigate exceptions and take appropriate corrective action. Identify trends, recurring issues and