1 to 25 of 205 SLA Jobs in London

the Role: To work in a fast-paced pressurised environment. Providing desktop support to our customers, assisting them with software problems via phone or email. Working to set call SLA's targets: meet & improve processes and look to take a proactive attitude. Supporting approx 2500 users at our Canary Wharf premises Continual liaising with counterparts in other regions and with More ❯

work autonomously Ability to confidently communicate at all stakeholder levels (technical, client, trader, executive team, etc.) Must be motivated by customer satisfaction Excellent organisational skills Disciplined approach towards Service Level Agreement adherence and minimising Mean Time to Resolve (MTTR) Willing to embrace core business values demonstrated by day-to-day work ethic Analytical and disciplined approach to problem-solving Must More ❯

in an MDM environment) Strong communication and interpersonal skills Ability to work flexibly and adapt to changing priorities A passion for delivering top-tier customer service Experience working within SLA-driven environments What they offer: Salary up to £30K (dependent on experience) Full-time position (Monday to Friday) Hybrid working opportunities 25 days holiday plus bank holidays Contributory pension scheme More ❯

production stability. Key Responsibilities: Operational Support: Provide Level 1.5/Level 2 support for Front Office trading applications, market data platforms, and market connectivity. Ensure incident resolution within agreed SLA/SLOs. Monitor critical systems using tools like Dynatrace, Splunk, Zabbix, etc. Perform daily health checks, deployments, and recovery procedures. Incident & Problem Management: Take ownership of incidents, coordinate resolution across More ❯

improve production stability.Key Responsibilities:Operational Support:* Provide Level 1.5/Level 2 support for Front Office trading applications, market data platforms, and market connectivity.* Ensure incident resolution within agreed SLA/SLOs.* Monitor critical systems using tools like Dynatrace, Splunk, Zabbix, etc.* Perform daily health checks, deployments, and recovery procedures.Incident & Problem Management:* Take ownership of incidents, coordinate resolution across IT More ❯

Server, SQL Server, Oracle, Linux, Cloud Backup Solutions and Cloud Computing Principals. Familiarity with and experience working to the ISO/IEC 27001 standards Experience of working to tight SLA/OLA's and deadlines Experience of change management process Ability to apply existing knowledge to resolve issues on unfamiliar systems Able to gather and analyse information Able to determine More ❯

DR test scenarios. Work with MSP to ensure daily backups and regular restore tests are carried out, reported and remediated. Capture and document associated third party vendor contracts and SLA's that underpin ITSC/DR plans. Ensure a central repository IT DR documentation is maintained and shared with key stakeholders. Due to the nature of the Disaster Recovery testing More ❯

reliability. Build and maintain the monthly operations scorecard with insights, preparing for executive leadership briefings with a data-driven approach. Work closely with software managed service providers to ensure SLA adherence, process improvements, improvement of first call resolution of tickets, and ongoing training for the Service Desk. Coordinate with cross-functional teams to investigate and resolve application issues and outages More ❯

Essential Requirements Education & Qualifications Degree level education or relevant professional qualification, or equivalent experience Relevant professional IT qualifications Experience Tender negotiation and IT purchasing Supplier and contract management with SLA performance review Developing strong working relationships with external partners Implementing IT strategies Running and managing IT infrastructure, application and network services IT Service Management (3+ years experience) IT Project Management More ❯

use of desktop systems, products and services. Makes initial diagnosis of any problems and advises known solutions where applicable. 3. Investigates, diagnoses and resolves low impact problems within service level agreement tolerances, referring to users, other staff, and suppliers, as necessary. 4. Following agreed procedures, provides advice to users on systems, products and services which are available to them, mainly More ❯

Experience in leading or participating in post-implementation reviews and driving continuous improvement. Capable of developing and executing communication and deployment plans for complex IT releases. Comfortable working within SLA, KPI, and CSF frameworks, especially those defined by clients. Additional Requirements: Flexibility to work across multiple projects/releases simultaneously. Ability to work independently while managing multiple stakeholders and priorities. More ❯

and compatibility * Create and manage IT integration/separation plans, including TSAs and roadmaps * Oversee data migration, infrastructure alignment and app rationalisation * Ensure uninterrupted IT services and maintain high SLA performance * Manage IT incidents, requests, changes and problems (ITIL framework) * Act as key liaison between IT and stakeholders (Legal, HR, Finance, Ops) * Coordinate with external vendors and manage service contracts More ❯

and compatibility * Create and manage IT integration/separation plans, including TSAs and roadmaps * Oversee data migration, infrastructure alignment and app rationalisation * Ensure uninterrupted IT services and maintain high SLA performance * Manage IT incidents, requests, changes and problems (ITIL framework) * Act as key liaison between IT and stakeholders (Legal, HR, Finance, Ops) * Coordinate with external vendors and manage service contracts More ❯

Server, SQL Server, Oracle, Linux, Cloud Backup Solutions and Cloud Computing Principals. Familiarity with and experience working to the ISO/IEC 27001 standards Experience of working to tight SLA/OLA's and deadlines Experience of change management process Ability to apply existing knowledge to resolve issues on unfamiliar systems Able to gather and analyse information Able to determine More ❯

also work closely with the infrastructure team. What you'll do: Represent the service desk and local infrastructure services Prioritise tickets/service requests Resolve issues within our agreed SLA's Participate in Global Technology projects Support the Sony Music Global Technology environment, including hardware, software, tools and applications Troubleshoot across all common computing platforms and hardware Software installation and More ❯

Client Engagement & Service Delivery Serve as a technical advisor to clients and internal leadership teams. Lead onboarding and transformation initiatives for new and existing clients. Ensure all services meet SLA targets and quality benchmarks across both cloud and desktop functions. Manage escalations, complex incidents, and major technical issues across both platforms. 5. Security, Governance & Compliance Implement cloud and endpoint security More ❯

blockers and share language specific defect trends to fix problems at the root - Provide detailed data and communication in tickets, documenting your investigation actions and next steps - Adhere to SLA thresholds for defects and stakeholder requests while ensuring all tasks are implemented to our high bar for quality processes - Generate service metrics using scripts and/or documentation - Apply your More ❯

Responsible for planning and delivery of all components of implementation work (including implementation planning, staffing, project planning, travel, knowledge transfer strategy and execution, hiring, training and knowledge transfer plans, SLA and metrics, quality plan, seating and technical infrastructure) to plan (financial and schedule) and must ensure strong integration across domains as well as with supporting teams. Contribute to process mapping More ❯

EDM, ensuring a smooth transition and minimal disruption to their operations. Critical Issue Review: Provide support for critical issues, working closely with clients to resolve complex technical problems efficiently. SLA Reviews: Review EDM solutions that are experiencing performance degradation, providing detailed feedback and recommendations for improvement to enhance service delivery. Client Technical Calls: Act as a technical resource during support More ❯

automate and manage infrastructure, ensuring scalability and consistency across environments Establish core patterns of reusability for deployment of services Manage relationships with suppliers, negotiate contracts and ensure compliance with SLA Essential criteria: Educated to degree level in a relevant subject such as computer science or software development Proven experience in a leadership role within a software development team Extensive experience More ❯

Much of the work required of this position requires deep dive investigations into infrastructure solutions; owning escalations, problems and projects from an early stage through to completion whilst bearing SLA targets in mind. As the second line escalation point for all IT support queries you will work with the first line support team and over 1000 users to maintain and More ❯

to deliver services that align and contribute to customerstrategic outcomes. Proactive decision making across virtual project teams Project execution - working knowledge of ITIL and agile working practices, management of SLA's and Critical Milestones, development of get well/acceleration plans Challenges the norm and seeks ways to add value.Drives innovation, leading the team to challenge the norm and carefully More ❯

Maintaining internal documentation and knowledge bases Analysing trends in support tickets to drive continuous improvement Managing external vendor relationships when needed Key Performance Indicators (KPIs) Ticket closure rate and SLA adherence Volume of completed change requests Team satisfaction and feedback scores YOU? Proven experience managing a helpdesk or IT support function Excellent communication and problem-solving skills Solid understanding of More ❯

Maintaining internal documentation and knowledge bases Analysing trends in support tickets to drive continuous improvement Managing external vendor relationships when needed Key Performance Indicators (KPIs) Ticket closure rate and SLA adherence Volume of completed change requests Team satisfaction and feedback scores YOU? Proven experience managing a helpdesk or IT support function Excellent communication and problem-solving skills Solid understanding of More ❯

blockers and share language specific defect trends to fix problems at the root - Provide detailed data and communication in tickets, documenting your investigation actions and next steps - Adhere to SLA thresholds for defects and stakeholder requests while ensuring all tasks are implemented to our high bar for quality processes - Generate service metrics using scripts and/or documentation - Apply your More ❯