10 of 10 SLA Jobs in Birmingham

operation of our 1st, 2nd and Escalation Support teams. • Oversee Centralised Services including monitoring, patching, backup, alerting and security tooling. • Improve ticket ownership, SLA performance, customer satisfaction and operational efficiency. • Reduce unnecessary escalations through improved workflows, coaching and service standards. Customer Service & Operational Excellence • Lead major incidents, customer escalations ...

operation of our 1st, 2nd and Escalation Support teams. • Oversee Centralised Services including monitoring, patching, backup, alerting and security tooling. • Improve ticket ownership, SLA performance, customer satisfaction and operational efficiency. • Reduce unnecessary escalations through improved workflows, coaching and service standards. Customer Service & Operational Excellence • Lead major incidents, customer escalations ...

problem management processes. Proficiency in Power BI, with the ability to build dashboards that visualise deployment metrics, cloud cost trends, incident volumes, and SLA performance, using DAX and Power Query for data modeling. On-Call Support - Provide on-call support outside of standard working hours as and when required ...

technical meetings and provide expert guidance to both technical and non-technical stakeholders. · Support service delivery by maintaining high levels of customer satisfaction and SLA performance. · Undertake occasional onsite visits where required. Continuous Improvement · Identify recurring issues and implement long-term solutions. · Drive improvements through automation, AI and process optimisation. ...

patch-related issues and routing/connectivity incidents. Produce patch compliance reports and present to network management and security teams. Drive patching SLA adherence: Critical vulnerabilities within 72 hours, High within 14 days. TECHNICAL SKILLS & KNOWLEDGE Expert-level CLI skills: Cisco IOS/IOS-XE/NX-OS, Juniper JunOS ...

tasks for patch management teams across EUC, Data Center, Networks, and Application Infra; define acceptance criteria for closure. Define, publish, and enforce the VM SLA policy; escalate breaches to asset owners and management. Lead the vulnerability exception and risk acceptance process: assess compensating controls, document residual risk, and obtain formal ...

vendor best practices and technical standards. Hold relevant vendor certifications and accreditations through approved training programs. Deliver high levels of customer service while meeting SLA and operational requirements. Additional Information: An Active SC Clearance is Must How to Apply: If you're interested in this role, click 'apply ...

vendor best practices and technical standards. Hold relevant vendor certifications and accreditations through approved training programs. Deliver high levels of customer service while meeting SLA and operational requirements. Additional Information: An Active SC Clearance is Must How to Apply: If you're interested in this role, click 'apply ...

Prioritised consistently using agreed Client approaches o Tracked through remediation or formal risk acceptance Validate, track and monitor: o Remediation timelines and SLA adherence o Handling of high risk vulnerabilities, exceptions and waivers Identify risks relating to: o Incomplete asset coverage o Obsolescent, legacy or non-patchable systems Evidence & Assurance ...

mentor operational team members and service providers. Measures of success to include: Infrastructure Availability achievement of agreed service availability targets. Service Desk Performance SLA attainment and customer satisfaction scores. Incident Performance reduction in major incidents and improved resolution times. Change Success Rate percentage of successful infrastructure and application changes. Cyber … services. Cost Optimisation achievement of infrastructure cost and efficiency targets. Service Improvement Delivery successful implementation of approved improvement initiatives. Supplier Performance achievement of supplier SLA and contractual commitments. Preferred skills and experience Proven experience leading enterprise IT Infrastructure and Operations functions. Experience managing geographically distributed infrastructure environments across multiple sites. ...