1 to 25 of 27 SLA Jobs in the East of England

design and transition through to operation and retirement. Maintain accurate Service Catalogue and CMDB data, ensuring clear service ownership and dependencies. Ensure services meet SLA, KPI and compliance commitments. Service Value & Business Alignment Align service delivery to business outcomes such as stability, cost optimisation, and risk reduction. Conduct quarterly value ...

timely updates to clients. Escalate complex or high-priority issues to 3rd Line engineers as needed. Contribute to a busy service desk environment, maintaining SLA targets and quality standards. Essential Skills & Experience Experience in a 2nd Line support role, ideally within an MSP or managed IT environment. Knowledge of Microsoft ...

plans Foster a culture of continuous improvement and operational excellence Incident Management Oversee the full incident lifecycle, from detection through containment and resolution Ensure SLA adherence, clear escalation paths, and consistent client communication Maintain, test, and continuously improve incident response plans and playbooks Threat Intelligence & Vulnerability Oversight Direct threat intelligence ...

telephone communication skills Full clean driving licence, access to own vehicle & willingness to travel across the UK Ability to prioritise tasks to meet SLA requirements Calm under pressure, logical, and able to explain technical issues to non-technical users What can we offer you? Healthcare cash plan. This will give ...

levels. - Background working with system implementers or managed service providers. - Experience across the full SDLC and BAU support environment. - Experience in service desk management, SLA/KPI governance, and supplier relationship management. - Commercial experience in contract management and issue resolution. - Strong financial awareness including budgeting and licence management. - Experience ...

system. Preparing new and repaired hardware Carry out warranty repairs to OEM standards following contractual agreements in accordance with ASP. Escalating any potential customer SLA impacts to the relevant teams. Staging laptops and PC's with pre-defined builds General housekeeping to locate and eliminate causes of backlogs to provide ...

forensic data. Customer Interaction: Provide clear, professional guidance to technical and non-technical stakeholders. Ticket Management: Log, track, and resolve support cases within SLA timelines using JIRA or similar platforms. Collaboration: Work closely with engineering and product teams to escalate and resolve complex issues. Documentation: Maintain accurate onboarding records ...

customers, either by phone, email, live chat or portal Ensuring all incidents and service requests are logged into ITSM package Ensuring all SLA obligations are met in the delivery of the above services Ensuring any incidents or service requests that cannot be fulfilled in a timely manner are escalated ...

deploying servers (mainly on VMware), and maintaining documentation, automation, and gold images. You'll carry out patching, upgrades, and system maintenance, resolve incidents within SLA targets, and support data centre activities including physical server builds. The role also involves monitoring capacity, contributing to engineering meetings, ensuring compliance with standards, assisting ...

from users via email, ticketing system and telephone, and monitor the support ticket system for incidents requiring escalation or urgent attention, adhering to challenging SLA requirements, logging full details of time and work undertaken Build and maintain desktop/laptop PCs/macs and Windows servers, diagnose and resolve hardware ...

forensic data. Customer Interaction: Provide clear, professional guidance to technical and non-technical stakeholders. Ticket Management: Log, track, and resolve support cases within SLA timelines using JIRA or similar platforms. Collaboration: Work closely with engineering and product teams to escalate and resolve complex issues. Documentation: Maintain accurate onboarding records ...

/7 Service Management Centre, youll manage cases with accuracy and pace, making sure all details are logged to a high standard and within SLA timeframes. Youll prioritise faults based on impact, coordinate resources effectively, and escalate complex issues to 3rd line with clear documentation. Youll support engineer dispatch ...

forensic data. Customer Interaction: Provide clear, professional guidance to technical and non-technical stakeholders. Ticket Management: Log, track, and resolve support cases within SLA timelines using JIRA or similar platforms. Collaboration: Work closely with engineering and product teams to escalate and resolve complex issues. Documentation: Maintain accurate onboarding records ...

varying security levels. 2 nd line engineers are responsible for conducting advanced Troubleshooting. Liaising with customers to ensure all issue are dealt within SLA and KPI set down by the customer. Provide Second line technical support: Manage and maintain servers, virtual machines to ensure high availability and performance, including ...

Information Management, in liaison with support groups (Data Centre Service, Networks) Hardware diagnostics Shell Scripting Management, investigation and resolution of support tickets within the SLA System updates (applications, Middleware, database) Required Skills & Experience Linux Administration: RHEL or similar (very strong practical application and experience) Ansible (very strong practical application ...

liaison with support groups (Data Centre Service, Networks) . Hardware diagnostics . Shell Scripting . Management, investigation and resolution of support tickets within the SLA . System updates (applications, Middleware, database) Required Skills & Experience . Linux Administration: RHEL or similar (very strong practical application and experience) . Ansible (very strong ...

high-impact issues through to full resolution, provide structured root cause analysis and corrective action reports, and maintain clear escalation pathways. You make sure SLA response and resolution targets are met. A typical week depends on where your projects and support contracts sit in the cycle. During development phases ...

risks, and trade-offs in executive steering forums. Proven ability to govern multi-vendor delivery ecosystems-system integrators, platform vendors, and data providers - ensuring SLA and contractual compliance. Solid technical delivery background across MDM/Customer 360, data integration (APIs, streaming, CDC), data engineering (lakehouse, ETL/ELT, orchestration ...

standards Stage and configure devices with predefined builds Manage and update service tickets accurately Maintain asset tracking and workshop organisation (6S) Escalate potential SLA risks to supervisors What We're Looking For Experience repairing laptops, desktops, and mobile devices Familiarity with HP , Dell , Apple , and Lenovo systems Strong diagnostic ...

directly provide 2nd and 3rd line support on an exceptional basis Ensure incidents, problems, and alerts are managed and acted upon within OLA and SLA’s, managing major incident escalations from a technical perspective and managing activities with third parties, ensuring continuity of services. Collaborate with Product Owner, Delivery Managers ...

will also travel to factories to commission what you have built, support field engineers remotely, and pick up customer support tickets to SLA targets. Expect a mix of development, deployment and support throughout the year. Your skills probably already fit Languages and frameworks : .NET, JavaScript, HTML, CSS, Entity Framework ...

service desk system perform initial triage of all calls and assign to correct team Take ownership of and resolve calls in line with service level agreement(s). Identify problems, log problem records and communicate appropriately. Log changes, providing adequate information and ensuring change records are kept up to date. ...

Responsibilities/Duties: Support resources for projects. Carry out the planning of the project tasks with resources required. To be a part of SLA agreed with Customers. Motivate team to keep work levels high. Involved in recruitment and resource projects. Attend customer and vendor meetings; create action points on issues ...

manage all tickets within the Service Desk management system, ensuring accurate notes, categorisation and prioritisation Escalate more complex issues quickly and appropriately to meet SLA targets Deliver clear, meaningful instruction at a level users can understand Monitor service delivery channels and contribute to improving the user experience Maintain knowledgebase articles … management skills and ability to handle multiple issues Ability to take ownership of tasks and work effectively under pressure Understanding of working in an SLA-driven environment Attention to detail and adherence to processes Ability to handle complaints professionally and improve the customer experience Desirable Experience in Infrastructure or Application ...

/7 Service Management Centre, where you will manage customer tickets, monitor critical systems, prioritise and escalate faults, coordinate engineer activity, and ensure SLA targets are consistently achieved. The shift pattern operates on a three-week rotation: Week 1: MondayFriday, 08:0016:00 Week 2: MondayFriday, 10:0018:00 Week … organisation, and customer focus are essential. Youll support customers from issue receipt to resolution, allocate work, and assist engineers to ensure timely updates and SLA compliance. Key tasks include monitoring systems, managing tickets in Field Service Lightning, updating customers, prioritising faults, coordinating engineers and spares, tracking tasks, completing maintenance, reporting ...