1 to 8 of 8 Permanent Escalation Management Jobs in England

Active Directory Architect/Specialis - Identity Management, privileged access management (PAM), Remote - Occasional travel to SW England Empiric are currently working alongside a global manufacturer to find an Active Directory Architect/Specialist with a deep understanding of in designing, implementing, and managing Active Directory infrastructure, including domain … controllers, forests, domains, trusts, and sites. Plus strong proficiency in implementing identity and access management solutions within Active Directory, including user provisioning, authentication mechanisms, access controls, and privilege escalation management. Critical, proven knowledge of understanding of Active Directory security best practices, including account policies, group membership management … a large-scale enterprise environment, preferably in the manufacturing industry. Active Directory infrastructure, including domain controllers, forests, domains, trusts, and sites. Identity and access management solutions within Active Directory Active Directory security best practices Role-based access control (RBAC) Privileged access management (PAM) solutions to mitigate security risks more »

Your focus will be on proactive engagement, support, and advocacy, with the ultimate goal of driving customer satisfaction, retention, and growth. Responsibilities: Customer Relationship Management: Develop and maintain strong, trust-based relationships with key stakeholders within customer organizations. Onboarding and Adoption: Lead the onboarding process for new customers, ensuring … or additional sales. Customer Success Planning: Develop and execute tailored success plans for each customer, outlining key milestones, objectives, and strategies for achieving success. Escalation Management: Serve as the point of contact for resolving escalated customer issues, working closely with internal teams to ensure timely resolution. Continuous Improvement … meetings with key customer stakeholders Qualifications: Bachelor’s degree or equivalent experience. Proven experience in a customer-facing role, preferably in customer success, account management, or sales. Strong communication, interpersonal, and negotiation skills, with the ability to build rapport and trust with diverse stakeholders. Excellent problem-solving and analytical more »

commitment and culture around customer satisfaction and issue resolution. More specifically, ensure swift responses, empathetic communication, exceptional technical expertise and excellent hygiene around case management and documentation. Your responsibilities will include monitoring inbound cases for FM to ensure customers receive prompt resolutions to their inquiries, guiding the case management … and develop our Customer Support staff and provide leadership globally where and when needed. This includes but is not limited to; Hiring, onboarding, performance management and scheduling. Exceed operational KPIs and metrics. Leverage data within SFDC, TalkDesk and PowerBI to identify trends and take action to ensure results. Hold … regular 1:1s with each staff member, providing critical feedback on performance; including productivity, case management, attendance, and technical skills. Perform regular staffing vs volume capacity planning to feed into the annual budget process and ensure FM UK staffing levels appropriately support customer ticket volume. Ensure the Support team more »

Eque2 provides financial, contract management, and estimating software tailored for construction businesses, standing out as market leaders in our field. Our excellence was recognised when we were awarded the title of “fastest-growing” tech company at the Thames Valley 2022 Tech Awards. Additionally, we've proudly earned the "Great … account support experience you will provide telephone and email technical support to Eque2 Customers and Business Partners on our market-leading Construction business management software. This is a varied and challenging role working within a team based in our Newburn (Newcastle) Office. Please note: This role provides technical support … on Eque2 financial, contract management, and estimating software functionalities to customers and is not an IT infrastructure/Engineer role. Required experience and Knowledge: Customer Assistance: Provide prompt and courteous assistance to customers via various channels such as phone, email, or ticketing system. Troubleshooting: Diagnose and resolve software issues more »

experienced professional to lead and implement IT projects, ensuring optimal communication, resource allocation, and customer satisfaction throughout the project life cycle. Key Responsibilities: * Project Management & Delivery: Oversee the entire life cycle of IT projects, ensuring they meet quality assurance standards and exceed customer expectations. Implement best practices for project … throughout the project cycle to ensure ultimate customer satisfaction. * Process Adherence: Ensure adherence to full project processes and suggest improvements for optimised delivery. * Budget Management: Manage project budgets effectively. * Resource Allocation: Coordinate with local leaders to allocate resources efficiently, understanding Work In Progress (WIP) across the region. * Escalation Management: Handle project escalations efficiently through to resolution. * Team Development: Facilitate career development of project engineers. * Scope Management: Prepare project scopes of work, including out-of-scope items, and ensure completion of User Acceptance Tests (UATs). * Scope Expansion: Identify and manage out-of-scope works during more »

agreed timeframes, utilising technical expertise. Incident History Maintenance: Maintain detailed records of actions taken during incident resolution, particularly when 1st Line Support is responsible. Escalation Management: Assign unresolved incidents to appropriate groups (2nd or 3rd Line Support) within agreed timelines. Incident Tracking: Monitor and manage service desk incidents … until closure, keeping affected users informed of progress. Service Level Adherence: Ensure that tickets meet or exceed service level agreements (SLAs). Ticket Escalation: Escalate complex or critical incidents to management when necessary. User Verification: Inform and verify ticket resolution with users, ensuring their satisfaction. Resolution Focus: Strive … As the central point of contact, youll need to communicate effectively with end-users, understanding their issues and providing clear instructions or updates. Incident Management: Proficient in recording and documenting incidents accurately. Prioritise and diagnose issues promptly. Technical Expertise: Investigate and resolve incidents within agreed timeframes, leveraging your technical 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 »

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 »