1 to 25 of 47 Escalation Management Jobs in England

Response: Lead and coordinate incident 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 … improve detection capabilities. Generate detailed reports on emerging threats, attack trends, and security posture improvements. Monitored and analysed security logs from SIEM platforms to identify suspicious activity. Security Tool Management: Manage and optimise SIEM tools, ensuring they are properly configured and updated to maximize effectiveness. Own the development and implementation of SOC Use Cases Evaluate new security technologies and … recommend enhancements to the security infrastructure. Collaboration: Collaborate with cross-functional teams, including IT, legal, and management, to address security incidents and implement preventive measures. Provide expertise and guidance to other analysts. Working with the Technical Teams to ensure all new and changed services are monitored accordingly Documentation: Maintain accurate and up-to-date documentation of security procedures, incident More ❯

our organization. This role is critical in ensuring system stability, performance, and usability that support business operations. It is a hands-on role, acting as a technical expert and escalation point, bridging gaps between IT, users, and vendors while driving high service standards. The role will be part of the Application Support team. Key Responsibilities: Provide advanced technical support … for enterprise applications across Windows, macOS, and Linux platforms. Configure network protocols and troubleshoot network layer issues. Serve as the escalation point for complex incidents and application issues, driving resolution end-to-end. Collaborate with development teams, infrastructure, and vendors to diagnose and resolve bugs, performance issues, and outages. Lead application upgrades, patch management, UAT, and post-deployment … cross-functional collaboration with business units, IT teams, and external vendors. Strategic thinking with a focus on immediate issues and long-term process improvements. Conflict resolution skills and professional escalation management. Ability to lead meetings, conduct training, and participate in broader IT initiatives. Adaptability in fast-paced, high-stakes environments. Proactive approach to identifying system gaps and opportunities for More ❯

Job summary As an Analyst in the IT Service Management Team (ITSM), you will play a key role in supporting and managing service management functions as the BSA transitions into a multi-sourcing digital business. The ITSM team is focused on modernising operations and ensuring user-centric service delivery, including business solutions through agile methods in a continuous … Access to a wide range of benefits and high street discounts! Main duties of the job o Your responsibilities involve supporting the development, implementation, and operation of ITIL service management processes. You will work closely with business colleagues, stakeholders, and internal/external suppliers to ensure policies, standards, and procedures are effectively adopted and followed. You will also proactively … supporting the Service Catalogue and Tooling function, ensuring accurate identification, control, and auditing of services within the catalogue. You will contribute to the development and enhancement of IT Service Management tools, offering 2nd line support for Incident Management, Service Requests, Release and Change Management, and analysing requirements for tool improvements. You will also support continual improvement activities More ❯

Known for exceptional imaging, reliability, and innovation, our solutions empower operators to detect threats and contraband with confidence and ease. Role Overview This position will serve as the primary escalation point for Field Service Engineers (FSEs), third-party service providers, and distributors, ensuring timely resolution of field issues. Acting as the key service liaison with Engineering, Quality, and Product … Management, the Director will lead efforts to address complex technical challenges in the field. In collaboration with Engineering, they will ensure that all products—both legacy and new—are designed and supported with robust serviceability in mind. This includes the development of preventive and corrective maintenance procedures, maintenance schedules, and compliance with Rapiscan and global regulatory health and safety … test equipment to support field operations such as installation, commissioning, upgrades, software patching, and maintenance activities. Working closely with the EVP of Global Security Service and the Security Service Management team, this individual will help define and implement global service procedures that ensure seamless operations across all regions. They will play a critical role in standardizing global processes and More ❯

Known for exceptional imaging, reliability, and innovation, our solutions empower operators to detect threats and contraband with confidence and ease. Role Overview This position will serve as the primary escalation point for Field Service Engineers (FSEs), third-party service providers, and distributors, ensuring timely resolution of field issues. Acting as the key service liaison with Engineering, Quality, and Product … Management, the Director will lead efforts to address complex technical challenges in the field. In collaboration with Engineering, they will ensure that all products—both legacy and new—are designed and supported with robust serviceability in mind. This includes the development of preventive and corrective maintenance procedures, maintenance schedules, and compliance with Rapiscan and global regulatory health and safety … test equipment to support field operations such as installation, commissioning, upgrades, software patching, and maintenance activities. Working closely with the EVP of Global Security Service and the Security Service Management team, this individual will help define and implement global service procedures that ensure seamless operations across all regions. They will play a critical role in standardizing global processes and More ❯

Make history. BNY Mellon offers an exciting array of future-forward careers at the intersection of business, finance, and technology. We are one of the world's top asset management and banking firms that manages trillions of dollars in assets, custody and/or administration. Known as the 'bank of banks' - 97% of the world's top banks work …/Outlook 2013/16/O365 Provide Smart Hands support assistance (where applicable) Remain current with support changes/updates and adherence to the Company Policies and Incident Management process Remotely diagnose and troubleshoot PC, printer, telephone, mobile (where applicable), VPN and software issues Possess knowledge about Virtual Desktops Infrastructure/Citrix environment Research solutions using available knowledge … action Log all inquiries and incidents as required Assign unresolved Incidents to appropriate support teams in a timely manner Ensure incidents requiring urgent attention are escalated via the identified escalation management procedure Qualifications Management Call Center support experience Associate's (or Bachelor's) degree in a related discipline or equivalent work experience Previous technical desktop support experience More ❯

Strategic Leadership : Serve as the primary owner of all Customer Success & Support activities across EMEA, representing the region on Fortinet's global CS&S senior leadership team. Customer Engagement & Escalation Management : Act as an executive escalation point and a trusted leader in high-stakes customer interactions, ensuring rapid resolution and high customer satisfaction. Financial Management : Drive … revenue and manage the full budgeting cycle, including P&L management, staffing, and resource allocation, to meet quarterly and annual targets. Operational Excellence : Oversee the execution of best practices in tools, automation, workflows, and processes to enhance delivery standards and improve efficiency. Service Innovation : Collaborate with Product & Service Sales and Sales Enablement teams to position the services portfolio for … centric culture and support professional growth in customer satisfaction, service retention, and revenue expansion. Advanced Support Sponsorship : As the global sponsor for the Advanced Support function, guide services product management to develop and expand service offerings, driving strategic alignment with Fortinet's broader services portfolio. Qualifications: Technical Expertise : Proven experience in Technical Support (TAC) and at least one other More ❯

life cycle using agile methodologies and will thrive in a fast-paced environment, solving complex problems . JOB RESPONSIBILITIES The role itself is very varied and will entail: Line management and motivation of a team of developers Performance management Escalation management Administration Scrum mastering/team leadership Help remove blockers and impediments for your team Monitor … life cycle using agile methodologies and will thrive in a fast-paced environment, solving complex problems . JOB RESPONSIBILITIES The role itself is very varied and will entail: Line management and motivation of a team of developers Performance management Escalation management Administration Scrum mastering/team leadership Help remove blockers and impediments for your team Monitor … Unit: Gladstone Software Scheduled Weekly Hours: 37.5 Number of Openings Available: 1 Worker Type: Regular Career Site: More About Jonas Software: Jonas Software is the leading provider of enterprise management software solutions to the Country and Golf Clubs, Foodservice, Construction, Fitness & Sports, Attractions, Salon & Spa, Education, Radiology/Laboratory Information Systems, and Product Licensing industries. Within these vertical markets More ❯

you will target to offer process improvements that reduces friction in product selection creation, accelerate selection addition and enrichment across marketplaces worldwide. The ideal candidate will have excellent program management, problem solving and communication skills and be comfortable interacting with technical and non-technical stakeholders at all levels. In addition, the ability to work backwards and think about the … user stories, research appropriate technical solutions, and provide guidance to the team regarding architecture, design, and priorities. - Build and maintain a complete project schedule, make it constantly visible to management and key stakeholders, and drive it through to completion. - Anticipate bottlenecks, provide escalation management, anticipate and make trade-offs, and balance the business needs versus technical constraints. … our goals. - Identify, assess, track and mitigate issues and risks at multiple levels. - Create, maintain and disseminate project information to stakeholders. BASIC QUALIFICATIONS - 5+ years of product or program management, product marketing, business development or technology experience - Experience with feature delivery and tradeoffs of a product - Experience owning/driving roadmap strategy and definition - Experience with end to end More ❯

life cycle using agile methodologies and will thrive in a fast-paced environment, solving complex problems . JOB RESPONSIBILITIES The role itself is very varied and will entail: Line management and motivation of a team of developers Performance management Escalation management Administration Scrum mastering/team leadership Help remove blockers and impediments for your team Monitor … and job responsibilities. We offer excellent benefits. Only candidates who are eligible to live and work in the UK need apply. Jonas Software is the leading provider of enterprise management software solutions to the Country and Golf Clubs, Foodservice, Construction, Fitness & Sports, Attractions, Salon & Spa, Education, Radiology/Laboratory Information Systems, and Product Licensing industries. Within these vertical markets … in Toronto and traded on the S&P/TSX 60. Is This You ? About Us Gladstone is a software company, based in the UK, that provides business critical management software to the fitness and leisure market. A thought leader in this market for over 35 years, we pride ourselves on being innovative with our software to meet the More ❯

individuals using our products: QuickBooks Online, QuickBooks Accountant, QuickBooks Self-Employed, and QBTime. We focus on being effective and efficient, eliminating customer friction, expanding our value, and driving experience management outcomes. Joining the Customer Success team as a Customer Support & Service Specialist (Customer Supportability Professional 1) involves collaborating across the EMEA region, understanding customer pain points, and advocating for … to address customer and business issues swiftly. On a typical day, you'll support front-line experts with product bugs, emerging issues, and escalations. You'll serve as the escalation point for product issues, leading investigations to resolution. Additionally, you'll support innovation and incident management with a strategic perspective, ensuring strong cross-functional partnerships to prioritize changes. … time to resolve (MTTR), ensuring faster, more effective handling of customer-impacting issues. Note: Our teams work three days a week in our London office. Responsibilities: Act as the escalation and investigation lead for complex or persistent product issues Perform root cause analysis and identify trends across customer contacts Raise and prioritize product issues using data-backed insights Support More ❯

responsibilities and develop the milestones and launch schedules to ensure timely and successful delivery of the project. The team members measure and report progress, anticipate and resolve bottlenecks, provide escalation management, anticipate and make tradeoffs, and balance the business needs with the technical constraints. This a program management role responsible for executing per direction, the management … Program Team and at sites. • Lead by example and mentor leadership, managers and project teams on ACES concepts and methodologies. • Clearly and timely communicate findings, determinations, and recommendations to management and business partners, both at periodic intervals and as needed regarding escalated or high-risk issues. • Guide management in the development/review of applicable policies, procedures and … business practices. • Engage in frequent written and verbal communication with management and business partners to accomplish goals. • Execute and drive audits to completion per SOP. This includes drafting audit reports, stakeholder reviews of audit reports, finalizing and tracking audit reports in database and tracking issues in system (and SIM/TT management) • Owns weekly/monthly reports and More ❯

concerns and reporting potential KPI misses to the Head of Customer Service. Your role will involve conducting regular one-on-ones with team members, focusing on career development, performance management, and training. You'll ensure all team members are aligned with the targets, adhere to attendance and behavioural standards, and receive the necessary coaching and feedback to improve performance. … setup, and access to necessary tools. A proactive approach to managing workloads to ensure team KPIs are met is crucial to success in this role. Essential: Leadership and team management - Ability to motivate, guide, and manage a team of up to 10 FTEs, including conducting performance reviews, coaching, and fostering a positive team culture. Strong communication skills - Proficiency in … both written and verbal communication to effectively relay information, provide feedback, and escalate issues as needed. Problem-solving and escalation management - Skilled in handling customer complaints, resolving issues efficiently, and providing support for team members with complex queries. Time management and organization - Ability to manage multiple tasks and priorities simultaneously, including scheduling, rota management, and ensuring More ❯

continuous improvement Manage post go-live support with a focus on data analytics, technical optimization and ongoing product education Serve as the main point of contact for technical incident management, translating complex issues for non-technical stakeholders and driving swift resolution Build strong, trust-based client relationships, acting as a strategic partner throughout the merchant lifecycle About you: Strong … project management skills with experience in fintech and payments Technical proficiency to understand and troubleshoot platform issues, with the ability to communicate technical information clearly to clients Data analysis capabilities to monitor performance and identify optimization opportunities Excellent interpersonal skills to build lasting client relationships and manage cross-functional collaboration Proactive problem solver with experience in incident and escalation management Languages: German or other languages are beneficial What happens next? Selected candidates will be invited for an initial interview with our Talent Acquisition representative. The video meeting will take about 30 minutes. Then it's time for a second interview! The meeting will be conducted by our Department Lead and will be 30 minutes. As a last More ❯

Manager, Customer Success for the SASE business, in this role you will lead a team of high performance Customer Success Engineers, distributed across EMEA and LATAM. Your Impact Customer escalation management, triage, prioritize issues, negotiate customer priorities, and manage expectations Develop strong relationships with our sales team, customers, partners and internal teams (TAC, Product Management, Engineering) Build … in-line with overall organizational goals Qualifications Your Experience 10+ years of experience in Customer Success Engineering, Services Delivery, Professional Services, or Consulting 3+ years of experience in people management role Strong consulting and project management skills, with shown results working as a trusted advisor to drive business value for customers, including the ability to work well with More ❯

Service Delivery Manager/Account Manager to strengthen client relationships, oversee project delivery excellence, and drive long-term customer success. The Opportunity In this dual Service Delivery and Account Management role, you will: •Act as the key interface between our clients and internal delivery teams. •Own the successful delivery of technology projects and ongoing services. •Drive customer satisfaction, retention … end service lifecycle for assigned client accounts. •Proactively manage service performance, SLAs, and KPIs. •Lead service reviews and regular check-ins with clients. •Act as the first point of escalation for service-related issues. •Ensure timely resolution of incidents, problems, and change requests. Account Management: •Build deep, trusted relationships with client stakeholders at all levels. •Understand clients’ business … upsells, and client satisfaction metrics. •Identify risks to retention or growth early and develop mitigation strategies. About You •3–6+ years experience in service delivery, client success, technical account management, or similar roles within technology or consultancy. •Strong background in SaaS, cloud, infrastructure, or enterprise software services. •Exceptional client relationship management skills. •Ability to manage multiple client accounts More ❯

new heights. With ambitious growth plans, we aim to expand our already impressive range of products. The Incident Manager plays a pivotal role in developing and maintaining robust incident management processes throughout our organisation. This position goes beyond merely implementing best practices; it encompasses taking the helm during significant incidents across various platforms and regions, championing continuous improvement through … in-depth Root Cause Analysis (RCA) and swift resolution of actions. The Role: Drawing on your previous experience in implementing incident management processes, you'll be responsible for shaping and enhancing our current framework, collaborating with stakeholders across the organisation to optimise our approach to live incident management. You will engage at multiple levels, from orchestrating the resolution of … Your mission is to empower the business to elevate its response, reaction, and resolution strategies for major incidents, leading to improvements in our software, customer experience, and communication. Incident Management Process Implementation: Create and implement a resilient incident management process to effectively tackle incidents across our various platforms. Incident Response, Resolution and Communication: Take the helm in leading More ❯

key strategic area for the 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 key leadership role that will … simplify processes, and simultaneously support 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 goals Develop business and technical project plans and ensure that all initiatives within the portfolio More ❯

key strategic area for the 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 key leadership role that will … simplify processes, and simultaneously support 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 goals Develop business and technical project plans and ensure that all initiatives within the portfolio More ❯

Description Please note - this role can be hybrid from our Hartlepool or Chippenham Office. Responsibilities Develop and own the end-to-end process & delivery within NEC for Major Incident Management The ability to lead and develop a cohesive team split across multiple geographic locations and to manage people effectively. This includes the ability to coach and develop the team. … compliance through preparation and attendance at internal and external audits particularly ISO 20000 audits. Reviewing and verifying that all documentation is moderated and accurately updated in accordance with document management requirements Awareness of the business priorities, objectives and drivers to implement continual service improvement strategies Work very closely with other process managers to ensure a full ITIL aligned end … Provide Major Incident reporting as required by each contract A strong communicator both verbally and written at both a technical and stakeholder level. An understanding of ITIL Major Incident management techniques. An ability to balance and plan the short-term actions of the team. Knowledge and understanding of all relevant industry standards. Knowledge and understanding of best practices for More ❯

global financial institution? Then bring your knowledge in Counterparty Credit Risk and your skills in data analysis & problem-solving to Citi's Product Development team, focused on Institutional Credit Management (ICM). Team/Role Overview Institutional Credit Management provides integrated end-to-end credit underwriting and credit risk management for Citi's wholesale businesses. This data … whole self, every day. We want the best talent around the world to be energized to join us, motivated to stay and empowered to thrive. Job Family Group: Risk Management Job Family: Portfolio Credit Risk Management Time Type: Full time Most Relevant Skills Analytical Thinking, Constructive Debate, Escalation Management, Industry Knowledge, Policy and Procedure, Policy and More ❯

for removal of systemic blockers to change, and helping our stakeholders look around corners by consulting on product requirements. BASIC QUALIFICATIONS Experience in digital advertising services or ad tech Management experience Proven track record of influencing internal and external stakeholders and impeccable communication skills across multiple leadership levels of an organization and experience building and delivering large-scale strategic … Track record in the effective and efficient delivery of customer experience improvements through service enhancements, product automation, and process improvements Ability to anticipate bottlenecks, assess risks, mitigate issues, provide escalation management, and make tradeoffs Strong analytical skills and be comfortable working with data to develop new opportunity areas, track program metrics, and use findings to influence business decisions. More ❯

solutions, leveraging analytical tools and techniques. Stakeholder Collaboration: Collaborate effectively with relevant stakeholders to align data analysis efforts with business goals, ensuring insights drive decision-making and strategic initiatives. Escalation Management: Manage escalations by analyzing data, identifying trends and gaps, and reporting key metrics to facilitate informed decision-making and resolution. Process Improvement: Review standard operating procedures (SOPs More ❯

Ironclad is the contract lifecycle management platform for innovative companies. Every company, in every country, in every industry runs on contracts, but managing these contracts slows companies down and costs them millions of dollars. L'Oréal, Staples, Mastercard, and other leading innovators use Ironclad to collaborate and negotiate on contracts, accelerate contracting while maintaining compliance, and turn contracts into … a complex NDA. Ironclad is writing the narrative that shows how beautiful and functional contracting will change business. We're a leader in the Forrester Wave for Contract Lifecycle Management . We have been recognized as a Fortune Great Place to Work for four consecutive years. Our innovation and work culture have been recognized by Glassdoor's Best Places … or follow us on LinkedIn and Twitter . Implementation at Ironclad: Join our team and play a pivotal role in the successful adoption of Ironclad's leading Contract Lifecycle Management (CLM) platform by our largest and most strategic EMEA-based clients. As a Senior Implementation Manager, you will be the driving force behind complex, high-impact implementations. You'll More ❯

and drive high-level strategic initiatives but can also roll up your sleeves, dig in and get the job done. As a Sr. PMT, you will anticipate bottlenecks, provide escalation management, make trade-offs, and balance business needs versus technical constraints. An ability to take large, complex products and break them down into manageable pieces, develop functional specifications … then deliver them in a successful and timely manner is expected. Key job responsibilities • Product Management: Leverage your strong foundation in product management concepts and methodologies to deliver on product strategy, roadmaps, and prioritization of features for safety products and solutions. • Unified User Experience: Identify user needs through user research, onsite visits, and Voice of Associate (VoA) mechanisms. More ❯