1 to 25 of 63 SLA Jobs in the Midlands

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 and service ...

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 ...

diverse customer base. Take ownership of incidents and service requests, prioritising and managing your own workload to ensure issues are resolved within agreed SLA timescales. Investigate and resolve technical issues, escalating to specialist teams or suppliers where appropriate. Support the installation, configuration, maintenance and upgrade of desktop hardware, software ...

from similar issues from re-occurring.Provide occasional on-site support at customer sites to resolve incidents.Take responsibility and exceed company and customer OLA/SLA’sProvide administrative and technical support of managed service operations including involvement of weekend tasks.Create and maintain strong relationships with other business units.Ensure customers and Bechtle ...

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 ...

Lead, mentor and develop teams across Helpdesk, Field Services, Projects and Technical Specialists Own day-to-day IT service delivery, ensuring SLA, KPI and customer service targets are achieved Manage resource planning, workload, utilisation and capacity across BAU support and project delivery Act as the senior escalation point for complex ...

enjoys solving complex technical problems and working in a collaborative, onsite team environment.What you’ll doOffering solutions and workarounds to incidents/problems.Working to SLA’s and deadlines.Reviewing services and application delivery.Prioritising and managing several tasks at a single time.Establishing a good working relationship with wider teams and customers alike.Keeping ...

within a complex technology or engineering environment. Experience working with warehouse automation, logistics technology, WMS or industrial/IT-OT environments. Strong understanding of SLA, KPI and contractual service management. Experience managing incidents, problems, changes and escalations. Strong customer and stakeholder management skills. Experience coordinating multi disciplinary technical and operational ...

GovernanceDeliver all work in line with defined operational standards, customer requirements, and industry best practiceEnsure all incidents, changes, and service requests are managed within SLA, priority, and escalation frameworksExecute changes in line with formal change management processes, ensuring validation, testing, and controlMaintain fully auditable, structured technical documentationMaintain high-quality ticket ...

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. ...

India, and South Africa locations. What you’ll doManage customer’s security patching and Software Deployment requirement according to the agreed contract and SLA 1st point of contact for escalation of Patch related incident and problems Incidents and Problems are owned and managed through to resolution Undertake root cause analysis ...

accurate technical documentation and incident records. Participating in major incident response and structured 24/7 shift handovers. Delivering excellent customer service while maintaining SLA performance. Essential Skills Previous experience in a 2nd Line Network Support, Connectivity Engineer, NOC Engineer or Service Desk role. Strong troubleshooting and incident management skills. ...

line support in resolving the 60000 incidents logged annually, working to established and set processes and procedures to resolve incidents satisfactorily and within SLA timescales for users Responsible for 1st line support and resolution of incidents in relation to desktop devices, applications and enabling user access to systems, in accordance ...

line support in resolving the 60000 incidents logged annually, working to established and set processes and procedures to resolve incidents satisfactorily and within SLA timescales for users Responsible for 1st line support and resolution of incidents in relation to desktop devices, applications and enabling user access to systems, in accordance ...

maintain strong relationships with customer stakeholders, becoming a trusted partner for Oracle Cloud service delivery and optimisation.Lead regular Service Review Meetings, presenting service performance, SLA achievements, risk management activities, and improvement initiatives.Manage customer escalations, major incidents, service risks, and business-critical issues through to successful resolution.Drive Continual Service Improvement ...

process and Verdant toolingUnderstands reporting data sourcesProactively manage exceptions and challenges relating to Feature Release deploymentsProduction of Management Information where required (KPI’s/SLA’s)Collaboration with all Evergreen team membersNew Customer/Rotation – 10%Manages on-boarding process and identifies any gaps New customer adoption/acceptance into ...

providing thought leadership and strategic guidance. Contributing to service design improvements, change proposals and roadmap development. Resolving complex and sensitive technical tickets while ensuring SLA and KPI compliance.This role is ideal for someone who understands the broader Modern Workplace ecosystem, including areas such as Endpoint Analytics, Defender vulnerabilities, Intune Remediations ...

providing thought leadership and strategic guidance. Contributing to service design improvements, change proposals and roadmap development. Resolving complex and sensitive technical tickets while ensuring SLA and KPI compliance. This role is ideal for someone who understands the broader Modern Workplace ecosystem, including areas such as Endpoint Analytics, Defender vulnerabilities, Intune ...

dependencies relating to AI services. Accountable for compliance with relevant policies, AI governance principles and regulatory obligations.Providing regular operational reporting across service performance, SLA adherence and delivery progress to both leadership and key stakeholders.You’ll need to have:Strong experience operating and supporting AI or advanced analytics platforms ...

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 ...

confident managing engineers, customers and operational performance. Essential Experience: Leadership experience within an MSP. Managing Service Desk, Projects or Technical Services teams. KPI and SLA management. Customer escalation management. Strong people leadership and coaching skills. Commercial awareness and customer relationship management. Technical pre-sales and solution design experience. Full ...

running EUC services in a professional manner to provide a secure, cost effective service ensuring customer satisfaction.ServiceResponding to incidents and requests against agreed SLA’s on EUC services and all tasks associated with running and maintaining the service.Monitor Service Now Dashboards and maintain call queues at acceptable level adhering ...

technical teams within an MSP environment. Proven experience managing Service Desk, Projects or Technical Services teams. A strong understanding of service delivery, KPIs and SLA management. Experience managing customer escalations and complex technical environments. Excellent leadership and people development skills. Strong commercial awareness and customer relationship management experience. Experience supporting ...