2 of 2 SLA Jobs in Nottingham

Workforce Management and escalate when needed. Maintain Service Desk Engineer schedules to ensure operational coverage. Own scheduling rules, controls and system configuration to protect SLA Performance Maintain and own operational reporting to support decision making and service improvements Support the upkeep of our telephony platform, ensuring skills, profiles and channels ...

incidents in progress and aligning technical resource when required, ensuring daily incident update targets are met Oversee and manage incident resolutions within SLA across your team Monitor, track and drive incident investigation, diagnosis and resolution in order to exceed/meet Service Level Agreements Lead and work across departments … urgent issues Standardise work practices and processes, developing CSI and quality culture Promote service excellence and work on an ITIL structure throughout Supports regular SLA/KPI performance data gathering and the determination of remedial/corrective action Maintain an intimate awareness and understanding of incidents allowing effective communication with ...