16 Escalation Management Jobs

s primary role is to ensure customer satisfaction and retention. Your main responsibilities Manage large account customer activity (onboarding, operational activity monitoring, growth, capacity management, new needs, governance). Act as your customer’s trusted advisor and support their business development using OVHcloud solutions. Analyze and direct new opportunities … their infrastructure hosted at OVHcloud. Be the customer’s internal ambassador. Manage internal teams cross-functionally: CSM, pre-sales, sales, support, Professional Services, Product Management, etc. Participate in improving internal processes and best practices (incident, problem, changes, delivery, requests for improvements management). Lead crisis units during major … your buddy. The taking over of your customer portfolio. And in 1 year you will master: The majority of OVHcloud products and processes. The management of your entire customer portfolio. Cross-functional activities within the Customer Success team. Required skills You are dedicated and want to have a positive more »

European orders and to manage country prioritisation at Europe and Country level – in line with production supply availability. This role requires Executive and Senior Management Communication skills to provide Executive Reporting on Orders, Inventory, Lead Times, Logistics. The target objective for the person in this role is to provide … pre-order information and order backlog status in support of country customer sales programmes. Order Execution and Production Supply Management: The primary goal of these activities is to maximise orders, supply and shipping to secure best results performance for country quarterly revenue.Working amongst a small operational team to facilitate … order and parts process flow from opportunity management to delivery. Escalation management for supply of parts to customer orders, interlock with planning and country sales teams to support the achievement of TGCS Europe revenues. Includes working with a cross-location team and 3rd party production supply. Workplace more »

team of 10 Service Desk Engineers across 3 sites in the UK supporting close to 1,000 users. This role will be split between management (75%) and hands-on support (25%). The IT Service Desk Manager will play a crucial role in maintaining high levels of customer satisfaction … managing service delivery, and driving continuous improvement initiatives within the service desk function. Main Responsibilities: Management Lead, mentor, and manage a team of 10 service desk engineers, providing guidance, support, and coaching to ensure high performance and professional development. Oversee the day-to-day operations of the service desk … including ticket management, prioritisation, and resolution of IT support requests and incidents. Develop and implement service desk policies, procedures, and best practices to optimize service delivery and ensure adherence to ITIL processes. Coordinate with other IT teams and departments to escalate and resolve complex technical issues and ensure timely more »

organisation and the leader for this program must be able to build on the momentum. This role will lead the Infrastructure team through the management of their Cloud Infrastructure Initiatives Portfolio. This includes managing current initiatives as well as defining the vision for our program execution. This is a … multiple projects impacting a growing global organisation. This role requires excellent communication and organizational skills and the ability to identify and eliminate bottlenecks, provide escalation management, anticipate and make tradeoffs, and balance business needs versus technical constraints. Maturity, curiosity, creative problem-solving, and team leadership are all essential … to success in this role. Key Responsibilities Program Management: Oversee large, complex cross-functional initiatives through the project life cycle Work closely with initiative sponsors and stakeholders to understand the functional strategy, define scope and deliverables, and ensure funding and staffing are planned and available to meet program delivery more »

and development, holiday cover planning for analysts and onsite teams and resolving/escalating resource issues impacting delivery of BAU services. Key Responsibilities: Line Management: - Perform monthly 121s with each team member and manage day to day staff issues - Complete quality assessments of the Service Desk Analysts with both … the demands of the Service. Reporting: - You will ensure the creation and delivery of daily/weekly/monthly reports for the service. Service Management: - Ensure that all requests for Service, be they telephony, email or face to face are responded to within agreed timescales and that sufficient analyst … capacity is maintained at all times. Complaints Management: - Ensure all formal complaints to the Service Desk are recorded, reviewed and resolved in line with the Formal complaints process. Escalation Management: - You will be responsible for coordinating all internal and external escalations, ensuring they are appropriate, timely and more »

project/delivery manager and driving standardized projects ways of working, reporting and communicating, drives alignment on project status and effective RAI/decision management through data and tools ensuring timely escalation management of actions. Work with the project/delivery manager, practise leads and teams broader … document, improving processes and tools. Experience across waterfall and Agile delivery. * Has working directly with Project managers, Scrum masters, Product owners to agree project management type deliverables and added value to their projects delivery * Strong and clear communication skills that engages senior stakeholders. Portfolio governance and forums * Assist in … Advanced Resource Managers Limited, Advanced Resource Managers IT Limited or Advanced Resource Managers Engineering Limited ("ARM"). ARM is a specialist talent acquisition and management consultancy. We provide technical contingency recruitment and a portfolio of more complex resource solutions. Our specialist recruitment divisions cover the entire technical arena, including more »

targets and prioritise critical requests as appropriate Identify efficiencies by combining planned and reactive work at the same sites. Ordering of spares Site access management/appointment booking. Be prepared to reprioritise work at short notice to meet critical requests. Adherence to all policies and procedures Heirachical and functional … escalation management Contribute towards the Service Request catalogue to ensure its fit for purpose Provide guidance to end users where processes are not being followed Highlighting issues in relation to the scheduling tool to ensure its up to date for effective tasking Support the disaster recovery process Service … Request Analyst - Key requirements: Excellent organisational skills Excellent verbal and written communication skills Effective Time Management Proficient in Microsoft office applications SC, NPPV3 & parliament security clearances, or the ability to obtain them. ITIL V4 foundation certification Resource Management Working knowledge of Remedy ITSM suite or similar ITSM application more »

client’s information systems. The Senior SOC analyst will be the first recruit into the SOC Team and will be expected to work with management to ensure the service is built and grows to suit the requirements of the business. Main Duties and Responsibilities: Security Monitoring: & Investigation: Monitoring multiple … response activities to effectively contain, eradicate, and recover from security incidents. Develop and maintain incident response plans, ensuring they align with industry best practices. Escalation management in the event of a security incident. Follow major incident process. Threat Intelligence: Stay abreast of the latest cybersecurity threats and vulnerabilities … integrating threat intelligence into security monitoring processes. Contribute to the development of threat intelligence feeds to enhance proactive threat detection. Security Tool Management: Manage and optimise SIEM tools, ensuring they are properly configured and updated to maximize effectiveness. Evaluate new security technologies and recommend enhancements to the security infrastructure. more »

team and our mission to elevate the human experience of sexuality and relationships. In this role you will be responsible for the integration and management of complex systems in a dynamic environment. Product and engineering leadership will rely on you to assist with integrating third-party services, internal and … working with third-party integrations that involve both external and internal dependencies Manage risks, measure and report on progress, anticipate and resolve bottlenecks, provide escalation management, anticipate and make tradeoffs, and balance business needs with technical constraints in order to provide timely updates on project health to a … in application distribution models with content & metadata feed integrations, billing and purchasing journeys, and application development kits About you: 5+ years' experience in project management, systems engineering, or as scrum product owner 3+ years' experience facilitating solutions between business and technical teams You are experienced with large-scale distributed more »

teams. Identify and resolve issues that may impair the team's ability to meet strategic, financial, and/or technical goals Manage bottlenecks, provide escalation management, anticipate and make trade-offs, balance the business needs versus technical constraints, and maximize business benefit while building great customer experiences. Work … and equitable practices. Help teams and organizations communicate/collaborate effectively by setting a personal example. YOUR EXPERIENCE Bachelor's Degree Experience in product management, software development or technical presales. Experience with end-to-end product delivery, launch and beyond. Experience overseeing roadmap strategy and definition. Experience with process more »

assigned project or programme Monitor, sustain and develop the level of motivation and spirit within the project or programme team Core Competencies Extensive Project Management skills and experience Successful track record of managing complex international and cross functional programmes Experience of interfacing milestone governed programmes to Waterfall and Scrum … Agile projects Management of multiple stakeholders, with a range of cultural backgrounds. Ability to manage from a distance, resources who work for other organizations. A self-starter with a determination to succeed balanced with appropriate tact and diplomacy. Excellent communications skills and established team player with well-developed influence … and relationship management skills. Will have worked within a Eelctronics manufacturing enviroment Area of Responsibility Lead and direct the delivery of Customer focused projects, ensuring high levels of customer satisfaction. Oversee all project activities across all functional areas in terms of tactical decisions, day-to-day management, planning more »

prefer candidates with demonstrated experience of at least 5 years in IT and strong technical background. The ideal candidate should possess: Excellent customer relationship management and communication skills, with the ability to create a positive client experience. Strong leadership skills, with a proven ability to manage and support a … team with high standards, using metrics to drive team performance. Experience with service level agreement (SLA) management, incident management, problem-solving, and technical escalation management. Strong technical background including proficiency with delivering and managing IT systems, network, security, and end-user computing device management. Knowledge & experience of … cloud solutions including Azure and 365. An ability to prioritise and manage time effectively utilizing ITIL best practice methodology. Experience in project management and in delivering projects within budget and to deadlines. Preferably qualified to 2nd line minimum or equivalent industry certification such as ITIL, Microsoft, or Cisco. Bachelor more »

The Level 3 Helpdesk Technician is a senior technical support specialist responsible for providing advanced troubleshooting, problem resolution, and escalation support for complex IT issues. This position requires in-depth technical expertise, strong analytical skills, and the ability to lead and mentor junior members of the helpdesk team. Key … Responsibilities: Advanced Technical Support: Serve as the highest level of escalation for technical issues unresolved by Level 1 and Level 2 helpdesk technicians. Conduct in-depth analysis and diagnosis of complex IT problems related to systems, networks, applications, and infrastructure. Develop and implement effective solutions, workarounds, or patches to … resolve technical issues promptly and minimize downtime. Escalation Management: Coordinate and manage escalated tickets, ensuring timely resolution and effective communication with stakeholders. Act as a liaison between the helpdesk team and other IT support groups (internal or external), including system administrators, network engineers, and software developers. Provide guidance more »

European-wide installed base of Manufacturing Test Solutions customers. Support services are defined as installation, decommissioning, troubleshooting, preventative maintenance, calibration, repair, training, and parts & escalation management relating to solution hardware and software. The responsibilities will include, but are not limited to, the following: Conduct on-site system installations. more »

actions, publish regular reports to business sector leads with KPI metrics and analysis. Maximise automation of systems to improve response times and resolution completion. Escalation Management: Manage and resolve escalated customer issues, ensuring timely and satisfactory resolutions in line with SLAs. Collaborate with other departments to address systemic … on the latest technologies. Ideal Candidate: Proven experience in a technical support role, with a focus on B2B customer support. Strong leadership and team management skills, with a track record of developing high-performing teams. Excellent problem-solving and decision-making abilities. Exceptional interpersonal and communication skills. Familiarity with more »

the automation sector. As a Maintenance Engineering Supervisor you will lead the engineering team. With a focus on H&S, KPI’s and performance management, this position is a key role for the success of this global automation business. Key responsibilities; People management. Performance reviews, development and coaching of … dealing with employee relations issues, and employee welfare and wellbeing. H&S Management. Enable the creation and implementation of standard ways of working. Effective escalation management. Engineering Planning. Attend daily meetings & liaise with operations to ensure workload is prioritised correctly. Organise improvements, repairs and modifications. Project/Installation work. … Compliance audits. Parts management. Deputise for Site Manager in periods of absence. Experience Required; Strong people management skills. A recognised engineering qualification, ideally HNC or above. Hold an IOSH or similar H&S related certificate & adhere to all company/customer legislative and H&S procedures Recognised apprenticeship in more »