Procentia - Pensions Software Solutions

Support Engineer

• People management of Support Consultants and Technical Support Consultants
• Leading team training and development, including structured upskilling in Python, Azure, SQL especially for troubleshooting, automation, and diagnostic efficiency
• Objective setting, employee motivation and professional development planning
• Acting as the SME for complex technical issues, including major incidents
• Identifying hardware/software solutions and contributing to continuous improvement
• Leading by example and supporting the team in achieving company goals
• Diagnosing and resolving advanced faults
• Managing escalations internally and externally, ensuring major incidents are resolved within SLA and coordinating cross‑team activity
• Contributing to lessons‑learned sessions and RCA documentation (CAPA)
• Responding to Zendesk tickets and supporting clients via phone, Teams and email

Technical Support Team Leader

Manager

• Client Success & Stakeholder Management
• UAT Planning & Delivery
• Requirements Validation & Quality Assurance
• Team Leadership & Capability
• Continuous Improvement

Technical Support Team Leader

UAT Manager