14 SLA Jobs in Birmingham

over the phone and using MS Teams · Ensure that incidents and requests are resolved in a timely manner in line with Service Level Agreements (SLA) · Escalate issues to 3rd line support as required, either to EMEA 3rd line or external service providers ensuring they are driven to meet service level … all written communication · Tactful and diplomatic when dealing with pressurised situations · Able to manage own tasks across various areas and prioritise appropriately according to SLA to meet business deadlines · Ability to work effectively alone and within your team/group or project, under the appropriate supervision · Maintain good working relationships … the company · Ownership of all incidents and service requests managed by 2nd line · 85% of incidents resolved within OLA · 90% of incidents resolved within SLA · 90% of incidents responded to with OLA · Feedback from team members and customer satisfaction questionnaires · Regular performance and development review more »

to assist a small internal ICT team with the delivery and management of key supplier relationships for material ICT Contracts and Service Level Agreements (SLA’s) to enable good services to be provided to ICT users. The post holder will take a lead role in managing ICT supplier performance and more »

new customers recently completing implementation are monitored and their incoming queries adequately resolved. Ensuring all incoming queries are assigned within the agreed first response SLA time. Identifying tickets for escalation and informing the Senior Support Consultants and Software Support Manager. Identifying any team training requirements based on incoming queries and more »

SQL Client Solutions Engineer - Homebased Location: Homebased, UK Salary : Competitive Benefits: Home Working, Performance-Related Bonus, Pension, Life Assurance, Additional Holiday Purchase, Health Cash Plan, Subsidised Gym Memberships, Cycle to Work scheme, Discount Vouchers and Access to Wellbeing Resources. At more »

to assist a small internal ICT team with the delivery and management of key supplier relationships for material ICT Contracts and Service Level Agreements (SLA's) to enable good services to be provided to ICT users. The post holder will take a lead role in managing ICT supplier performance and more »

Specialist Sub Contractor annual orders, and monitor output and performance of sub-contractors * Ensure contractual commitments, including financial, are met in accordance with agreed SLA's, other commitments within the contract and assessed 'performance standards. * Ensure financial policies and processes are effectively communicated and implemented within the contract. * Lead and … quality, environmental, and security standards Implement and safeguard best practices for commercial activity Manage specialists and suppliers for dynamic MI reporting Ensure KPI/SLA targets are delivered Career Opportunity: Part of a talented, diverse, and supportive team Candidate requirements: * The ideal candidate is client facing (job activities that involve more »

GISP Provideexpert second-line support to IT users in line with agreed SLAs Investigateincidents and identifies and mobilises resources required to aid resolution, escalates SLA breaches Actas a Subject Matter Expert in the Change Management process Provide vendor liaison to support service delivery to agreed SLAs Supportthe incident root cause more »

Some experience in an applications management, support or development role. ITIL Foundation qualification preferred. Has a good working knowledge of service management, working to SLA's and/or experience of working in an ITIL environment. Additional information Location: This role can be delivered in a hybrid nature from one more »

identify and implement opportunities to optimise processes, and lead and develop a team of experts to deliver service improvements Maintain compliance with customer-related SLA parameters for incident resolution times Manage senior stakeholders based in the US and EU, ensuring there is an effective level of communication between key members more »

for regular audits. Ensure the PPM’s are carried out in a high calibre manner and on time, adhering to specific contract KPI/SLA’s. Complete any necessary paperwork timeously and comprehensively and feedback directly into the contract QHSE systems. Management of small projects and extra work. Receiving and more »

relating to an incident. Proactive problem management is an added advantage. Track the incidents/service requests/problem tickets to ensure resolution within SLA, escalate the unresolved incidents/problems as per the escalation mechanism, analyze the ticket trend and provide reports with improvement actions, create basic documents and more »

ensure installations are correctly delivered (CMS Only) Resolve and content scheduling issues Work with account team to get correct content updates and set Scheduled SLA's BAU ticket resolution, responded to and resolved in a timely fashion Report any potential challenges around scheduling Requirements What can you bring to the more »

line support of LAN, WAN & WLAN; deploying infrastructure both on-prem and cloud. Ownership of process, documentation, and technical problems/issues. Working within SLA guidelines and responsible for making recommendations to change SLAs. Responsible for liaising with other IT team members to ensure they are kept up to date … on relevant issues. Manage calls and log through the current helpdesk system, ensuring that all SLA, training requirements, and hardware analysis statistics are accurate. Skills and Experience required: Proven experience working as a Network Engineer/Administrator Knowledge of LAN, WAN and WLAN networking technologies Knowledge of Cisco Routing and more »

Provide 1st, 2nd line user support and assistance to all members of the company, ensuring that all incidents and requests are dealt with within SLA Respond to requests for IT assistance and service from end users, dealing with enquiries efficiently and effectively in a polite and courteous manner Log and … apply judgement to invoke the incident process, minimise impact and effectively resolve the incident What you'll need... 3 years minimum experience in an SLA driven, ticketed Service Desk or 1st/2nd Line role A dynamic individual with a positive and determined demeanour Excellent customer service & communication skills Proactive more »