3 of 3 SLA Jobs in West Yorkshire

supporting live operations (L2 and L3) of a mission-critical service classified as Critical National Infrastructure (CNI). The service operates under strict SLA/SLO requirements, requiring disciplined operational practices, reliable releases and calm incident execution. You will create an operating model where incident triage and coordination are shared … Live service operations (CNI, SLAs, incident/problem/change) Implement and continuously improve incident management: severity model, triage, escalation, communications and restoration within SLA targets. Ensure change is controlled and auditable to a CNI-appropriate standard: risk-based approvals, peer review, evidence capture and safe rollback plans. Drive problem ...

team. As Technical Support/Helpdesk Team Leader, you will be responsible for managing a team of Support Analysts, Managing Workloads, Ensuring Key SLA are achieved, Rota Management and Ensuring high levels of customer service. The role does require an individual who has operated at Team Leader level within … team of Support Analysts, whilst ensuring high levels of customer service Monitoring workloads & ticketing to ensure that all customers are supported within the agreed SLA Preparing Monthly team rotas to ensure resource is provided Assisting with Project Work and Coordination Identifying training needs and areas of improvement Ensuring that customers ...

most efficient management methods Defined with assumptions and risks where information does not exist Clearly governed and reported for all stakeholders Aligned to SLA/OLA commitments Ready for handover into BAU support This role is service‐led rather than platform‐led , and is critical to enabling operational continuity, knowledge … Pipeline-specific Actionable by support teams Validated with technical SMEs Support completion and validation of knowledge transfer activities , including shadow run periods. 5. SLA/OLA Alignment & Governance Map existing SLA and OLA commitments to pipeline services. Ensure the BAU service model can realistically meet agreed service levels. Define governance ...