tickets contain clear ownership, meaningful updates, accurate categorisation, appropriate prioritisation and complete resolution details.Liaise with team leads and managers on engineer ticket handling, identifying coaching needs, recurring behaviours, process gaps and opportunities to improve service consistency.Lead structured problem investigations, coordinating engineers and service teams to agree corrective actions, owners, timescales … governance. ITIL Foundation certification is desirable.Experience reviewing and improving ticket quality, including ownership, updates, categorisation, documentation and resolution notes, using constructive feedback and coaching to drive consistent standards.Strong analytical and problem-solving skills, with experience in root cause analysis, trend identification and service reporting, translating data and insights into practical ...