25 of 25 SLA Jobs in Glasgow

service components management, with a focus on security (Microsoft Defender). Software packaging: creation and maintenance of application packages All Incidents and Requests are to be resolved within SLA as exceeding these would have impact on our customer’s ability to function as a business. Role Purpose: The suitable candidate for this role will play an important part in delivering … compliance and configuration policies. Respond to and resolve assigned incidents in addition to implementing requests and changes, ensuring appropriate actions are taken so that none of them exceed their SLA or cause unforeseen business impact. Update the customer and the ITSM ticket throughout the lifecycle of it. Liaise with the Service Desk, other Getronics resolver groups, the customer and vendors … relevant customer and Getronics policies and procedures. Discuss any assigned tickets for which you need assistance with senior colleagues or management. When a ticket is in risk of breaching SLA, escalate to management. Secondary responsibilities Execute recurring operational activities according to prescribed schedules and procedures Manage and support customer M365 environments aspects related to Microsoft Defender. Manage and support customer More ❯

respond to issues relating to our application Excellent written and oral communication skills are essential Solid experience in logging and triaging support tickets Strong problem-solving skills Understanding of SLA tracking Experience in using and updating service desk software The successful candidate must be based in and able to travel regularly to either our Glasgow Office - G1 1RE, or our More ❯

hold active SC clearance will be preferred. Successful candidates will be involved in the following: Troubleshoot technical issues using available resources Manage service requests and incidents in line with SLA Contribute and improve the Service Desk knowledge resources Identify and suggest improvements to enhance service quality and process efficiency Keep customers updated on the progress of their incidents and service More ❯

of each OT service, based on cost-benefit and risk management criteria. • To assure the OT services delivery to business areas, with the quality levels defined in the agreed SLA’s. • Responsible for OT Service conformance in accordance with ITIL best practice and Group Global standards for Service Desk operation, Change Management, Incident Management, Configuration Management, Problem management and Reporting. … Recovery Management across SPR Office OT services including testing and invocation. • Budgetary delivery of agreed services against budget. Dimensions • Delivery of agreed SLAs across appropriate suppliers. • Compliance with enduring SLA management framework. • Management of support functions for the SPR Office OT Services and the support handover of new OT projects into enduring production support. • Capable of managing and dealing with More ❯

you will be responsible for: Triage and action appropriate requests for service, following ITIL agreed processes and procedures Prompt allocation of incidents to the appropriate resolver groups within agreed SLA timeframes Identification and classification within ITSM for all incident and request types Accurate and efficient tracking of incidents until resolution, working and collaborating with all resolver groups Acknowledgement and ownership … of incoming client and personnel queries remotely via email and phone, or internally at the office Prioritising tickets and escalating priority issues to relevant stakeholders within agreed SLA timeframes Coordination of major incident bridge calls between relevant stakeholders and undertaking relevant actionable ITSM updates Maintaining coherence to SLA with all relevant resolver groups via all ITSM dashboards Identification of service More ❯

build a sustainable competitive advantage. Description: Reporting to the Technical Manager, the Technical Service Manager (TSM) will work closely with the Service Delivery Managers to achieve Service Level Agreement (SLA) compliance. They will work with Technical Resource Managers to build dedicated support teams for customers based on technical environment & service requirements They will also be involved with new customer onboarding … also need the ability to work both on a customer site and as part of a remote team. Responsibilities: Support SDMs in managing the support service to the contracted SLA When required, participate in Service Review Meetings organised by SDMs Participate in Duty Manager rota & perform Incident Manager role on P1 incidents Manage completion and publication of RCAs and ensure More ❯

regular service reviews, oversee incident and problem resolution, and drive continuous improvement. They also play a key role in contract retention and value realisation. The role ensures customer satisfaction, SLA adherence, and alignment between service operations and business needs. Responsibilities Ensure contractual service levels are met or exceeded, with proactive monitoring and issue management. Lead regular service reviews, providing performance … and service insights to the Head of Service Delivery to support strategic decision-making and continuous improvement initiatives. Provision of monthly performance reports, detailing Mitel’s performance within the SLA Work closely with Commercial, Account Management, and Renewals Teams to ensure that renewals are not only secured but also profitable. Actively monitor and manage contract margins, identifying and implementing cost More ❯

as a service. You'll agree SLAs for each OT service, based on cost-benefit and risk management criteria, assuring the OT services are delivered within the defined quality SLA's. You'll be responsible for OT Service conformance in accordance with ITIL best practice and Group Global standards for Service Desk operation, Change Management, Incident Management, Configuration Management, Problem More ❯

leadership in a solution-based customer-facing environment 15+ years industry experience with 10+ years’ experience of program and project management. Maintain an excellent understanding of commercial drivers and SLA stipulations Experienced practitioner of formal Programme and Project Management methodologies, e.g. MSP, Prince2, APMP Experience in managing budgets effectively with strong financial acumen Have demonstrated an strong understanding of future More ❯

in project and implementation activity to support the service readiness ahead of go live. Respect all agreements between Itineris and the Customer, as set in the Service Level Agreement (SLA) document. Lead knowledge-sharing and training initiatives to strengthen client and internal team capabilities. Take part in project related activities as required. Participate in the outside business hours standby schedule More ❯

take personal action to act with a sense of urgency to minimise business impact with clear stakeholder communication throughout Responsible for ensuring any loss of service is restored within SLA following an infrastructure incident and completion of a comprehensive fault investigation to prevent reoccurrence; Manage deployment of prevention of reoccurrence mitigations across the estate. Ability to make decisions even when More ❯

take personal action to act with a sense of urgency to minimise business impact with clear stakeholder communication throughout Responsible for ensuring any loss of service is restored within SLA following an infrastructure incident and completion of a comprehensive fault investigation to prevent reoccurrence; Manage deployment of prevention of reoccurrence mitigations across the estate. Ability to make decisions even when More ❯

deployments and operational processes. · Work closely with internal teams and projects to identify, discuss, and implement operational improvements and optimizations for cloud-based environments. · Ensure issues are resolved within SLA timelines and documented appropriately for knowledge sharing and audit purposes. · Stay current with emerging technologies, certifications, and industry trends in cloud computing; actively participate in knowledge sharing and technical community More ❯

of both catalogue and request throughout the estate for hardware and software. Liaising with both internal and external colleagues to ensure service is provided in line with expectations and SLA’s. Why BAE Systems? This is a place where you’ll be able to make a real difference. You’ll be part of an inclusive culture that values diversity of More ❯

test executions, liaising with IT suppliers for specific system IT DR plans Act as IT liaison between clients, 3rd parties and Group IT Liaison with IT suppliers to provide SLA reporting, analysis and resolution of ‘business as usual’ IT services, e.g. service ticket resolution, systems availability Knowledge, Skills and Abilities ESSENTIAL Degree level qualification or equivalent experience in IT or More ❯

in the field and improve and influence work processes for the competence area. You will have experience of working as part of a support team ticket handling to agreed SLA's, managing your own workload and priorities. The candidate needs to have strong operational and process knowledge of HR and especially Payroll. Any experience of SuccessFactors is a benefit. What More ❯

efficiency and return on investment. To be successful, you will have: Engineering/Professional qualification Previous experience in overhead line design or construction with Electrical Engineering. Experience of contract & SLA management. Relevant network construction and operational experience . General commercial & regulatory awareness with the ability to balance customer service, operational delivery, and efficient financial performance. Knowledge of regulatory environment including More ❯

and Ubuntu Pro, which helps them deliver fast, reliable, secure, compliant and consistent solutions. We offer the world's most extensive base of open source software, backed by comprehensive SLA support, FIPS-certified cryptographic compliance, and security commitments that meet HIPAA and FedRAMP standards. We are the top-rated operating system for developers. Partnering with every major public cloud provider More ❯

off (08:00 - 18:30 and 09:30 - 20:00) Fully Office. ________________________________________ Purpose of Role You'll organise and prioritise the engineers workload to help the Service Desk achieve SLA and KPI goals. Provide basic engineering assistance, source equipment and spares, and support continuous service improvement. ________________________________________ What We're Looking For * Previous experience: at least 2 years helpdesk experience * Great … and follows tasks through * Innovative thinker: Suggests improvements and helps implement change * Qualifications/Experience: Previous coordination or desk support role, ideally in engineering, facilities, or maintenance; awareness of SLA/KPI delivery Key Responsibilities * Coordinate team workload; allocate resources to meet customer deadlines * Support customer KPIs and SLA targets * Handle customer queries and complaints professionally * Balance engineer and customer More ❯

strategic decisions for overall mission success Feels strongly about technological and operational excellence Values accurate measurements over expert opinions Mindfulness when creating and managing infrastructure that we can meet SLA requirements and minimize downtime for customers Tools And Technologies AWS (Kubernetes/EKS and ECS, WAF, NLB, ACM, Network Firewall, API Gateway, ACM, Secrets Manager), Terraform, Argo CD, GitHub and More ❯

Job Responsibilities: Evidence of strong process, technical and team leadership skills, with a passion for delivering leading edge designs and inspiring a culture of technical excellence and innovative solution design. Experience of navigating the complex landscapes of technologies, 3rd party More ❯

Systems. Complete statutory and non-statutory maintenance of critical M&E assets Complete condition monitoring of critical IT assets Respond to issues in an efficient manner to maintain business SLA’s Complete and document fault finding as part of root cause analysis Provision IT services following an approved workflow Report and track issues via the appropriate management tool Keep management More ❯

strategic decisions for overall mission success Feels strongly about technological and operational excellence Values accurate measurements over expert opinions Mindfulness when creating and managing infrastructure that we can meet SLA requirements and minimize downtime for customers Tools and Technologies: AWS (Kubernetes/EKS and ECS, WAF, NLB, ACM, Network Firewall, API Gateway, ACM, Secrets Manager), Terraform, Argo CD, GitHub and More ❯

Stream’s audio streaming platform by designing, maintaining, and optimising our Linux-based infrastructure. This includes modernising systems into a container environment, automating processes to help maintain our 99.995% SLA, and managing high-visibility, production-critical systems. This role offers significant autonomy, with the freedom to innovate within a smaller, tightly knit team, and provides exposure to a wide variety More ❯

manage, and improve Incident & Problem management policies, processes, and procedures. Manage and drive the progression of high-priority and escalated incidents, focusing on proactive stakeholder communication, technical progression, and SLA adherence. Facilitate root cause analysis of problem records using various techniques. Use data, reporting, and trending to identify areas of recurring incidents and raise proactive problem records. #J-18808-Ljbffr More ❯