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Product Support Engineer
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Hiring: Product Support Engineer (Associate) | London | 6-Month Contract
We’re looking for a Product Support Engineer to join our Product Group within Digital & Technology, supporting the secure and reliable operation of critical intelligence systems and platforms.
About the Role
You’ll keep key platforms secure, stable and available, support users, manage access and governance, and contribute to system improvements and change initiatives.
Key Responsibilities
- Act as system administrator for key business and intelligence platforms
- Monitor and improve system performance and availability
- Manage user onboarding, offboarding and access permissions
- Investigate and resolve incidents and operational issues
- Support audits, information assurance and compliance, including producing MI
- Coordinate with stakeholders and third-party/offshore suppliers
- Support UAT, upgrades, procurements and the transition of changes into business-as-usual
- Identify and manage operational, security and delivery risks
- Contribute to documentation, training materials and process improvements
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What We’re Looking For
- NPPV3 clearance (mandatory)
- ITIL v4 certification or equivalent practical experience
- Experience with SIAM/service management frameworks and tools such as ServiceNow
- Strong problem-solving skills, including leading operational escalations through to resolution
- Experience in risk management
- Experience working with secure systems and highly sensitive data
- Background in major financial services or government IT environments
- Experience working with third-party or offshore suppliers
- Excellent communication skills, able to explain technical topics to non-technical audiences
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Nice to Have
- Strong negotiation, influencing and stakeholder management skills
- Ability to challenge supplier performance and drive outcomes
- Experience in continuous improvement, service adoption and operational change
- Experience in highly regulated or security-sensitive environments
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