Role Overview
Raytheon UK is searching for a Tier 2 Support Engineer (ITIL) to join our OMNIA® Training team in Warminster, Wiltshire. The role is hybrid, requires SC clearance, and is part of a high‑impact, collaborative environment focused on delivering collective training for the British Army.
Key Responsibilities
* Provide Tier 2 technical support for live production systems, training solutions, and business applications operating within cloud‑based platforms.
* Investigate and resolve incidents escalated from Tier 1 support, ensuring resolution within agreed SLAs.
* Troubleshoot issues across infrastructure, applications, container platforms, and supporting services.
* Support incident, problem, and change management activities in accordance with ITIL service management practices.
* Monitor system performance and operational health using monitoring and observability platforms.
* Support patching and vulnerability remediation activities to maintain system security and compliance.
* Assist with deployment, configuration, and validation of updates delivered through CI/CD pipelines.
* Maintain accurate incident records, technical documentation, and knowledge‑base articles.
* Work closely with engineering and DevOps teams to support root‑cause analysis and permanent fixes for recurring issues.
* Contribute to service improvement initiatives by identifying operational risks and system reliability issues.
Essential Skills and Experience
* Proven experience providing Tier 2 or advanced technical support within enterprise IT or operational environments.
* Experience working with service management platforms (e.g. ServiceNow, Jira Service Management, ServiceDesk Plus).
* Strong understanding of ITIL service management practices including incident, problem, and change management.
* Experience troubleshooting complex issues across infrastructure, cloud platforms, and applications.
* Experience supporting cloud environments such as Azure or AWS.
* Experience supporting containerised platforms and orchestration technologies (e.g. Kubernetes, Docker or OpenShift).
* Experience supporting patching and vulnerability management activities within operational systems.
* Familiarity with monitoring and observability tools (e.g. Prometheus, Grafana, ELK stack).
* Ability to perform root‑cause analysis and coordinate resolution across technical teams.
* Strong documentation, communication, and stakeholder engagement skills.
* ITIL Foundation certification (or willingness to obtain).
* Holds or is eligible for UK Security Clearance (SC).
Desirable Skills and Experience
* Experience supporting modelling and simulation platforms, particularly Live, Virtual, and Constructive (LVC) training environments.
* Experience working within defence, government, or regulated engineering programmes.
* Experience with application containerisation (Kubernetes, Docker).
* Experience with system monitoring (Prometheus, Grafana, ELK, Kibana).
* Experience with Red Hat OpenShift.
* Experience supporting applications within complex system or platform environments.
* Understanding of DevOps or DevSecOps environments and support practices.
Benefits
* 37hr working week with early finish Fridays.
* 25 days holiday + statutory public holidays.
* Opportunity to buy and sell up to 5 days and up to 5 paid days volunteering.
* 10.5% company pension contribution with 6% employee contribution.
* Annual company bonus scheme (discretionary) six times salary.
* Life Assurance with pension.
* Flexible Benefits scheme with extensive salary sacrifice options (Health Cashplan, Dental, Cycle to Work, etc.).
* Enhanced sick pay.
* Enhanced family friendly policies including enhanced maternity, paternity & shared parental leave.
Additional Information
*Formal offers to successful candidate will be conditional upon award.*
Equal Employment Opportunity
RTX adheres to the principles of equal employment. All qualified applications will be given careful consideration without regard to ethnicity, colour, religion, gender, sexual orientation or identity, national origin, age, disability, protected veteran status or any other characteristic protected by law.
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