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Merlin Entertainments
Technology Operations Senior Technician
Senior Technician at Merlin Entertainments, England. Deliver IT support, resolve incidents, mentor staff, and manage service desk operations using ITIL framework. Requires 2+ years IT experience, ITIL Foundation cert. Benefits: 28 days PTO, pension, training, passes.
Direct Hire
Senior
ServiceNow Role Type:
Implementer
ServiceNow Modules:
IT Service Management
Service Catalog
ServiceNow Certifications (nice to have):
Job description
Posted on:
October 17, 2025
The Technology Operations Senior Technician is responsible for providing first-class technology service delivery, ensuring operational continuity and resolving technical issues across their assigned area.
Requirements
- Respond to and resolve technical incidents and service requests within agreed service levels.
- Escalate complex issues to the Technology Operations Manager or appropriate central technology teams, ensuring timely resolution.
- Proactively monitor IT systems and services, identifying and resolving potential issues before they impact operations.
- Mentor and coach junior technicians, fostering a culture of excellence and knowledge sharing.
- Execute service delivery operations in accordance with the ITIL Framework.
- Act as the local liaison for the Global Service Desk, ensuring alignment and continuity of service.
- Provide clear and timely updates to stakeholders on the status of incidents and requests.
- Support the implementation of local IT projects, ensuring alignment with organisational objectives and timelines.
Benefits
- ‘Enjoy the Ride’ Merlin Annual Passes
- Merlin Magic Pass
- 28 days holiday (including bank holidays)
- Company bonus
- Private pension scheme
- 40% discount online off LEGO
- 25% discount in our on-site retail shops and restaurants
- Ongoing training and development opportunities
Requirements Summary
2+ years of experience in IT support or a similar role, strong understanding of IT systems, and ITIL Foundation certification or equivalent experience
