1 to 25 of 75 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 ...

line technical support to users across a large customer base. Take ownership of incidents and service requests, ensuring issues are resolved within agreed SLA timescales. Diagnose and resolve complex hardware, software, connectivity and application issues. Install, configure, maintain and replace desktop hardware, software and end-user devices. Support Microsoft Windows ...

line technical support to users across a large customer base. Take ownership of incidents and service requests, ensuring issues are resolved within agreed SLA timescales. Diagnose and resolve complex hardware, software, connectivity and application issues. Install, configure, maintain and replace desktop hardware, software and end-user devices. Support Microsoft Windows ...

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 ...

delivery of infrastructure and cloud services to our clients. Operating from our Birmingham UK office, the team focuses on delivering high-quality, SLA-driven services enhanced through AIOps, automation, and data-driven insights. This is an opportunity to work in a dynamic, collaborative environment with access to continuous learning,cutting ...

delivery of infrastructure and cloud services to our clients. Operating from our Birmingham UK office, the team focuses on delivering high-quality, SLA-driven services enhanced through AIOps, automation, and data-driven insights. This is an opportunity to work in a dynamic, collaborative environment with access to continuous learning, cutting ...

levels, ensuring issues are understood, expectations are managed, and regular updates are provided throughout the lifecycle of a ticket Prioritise workload effectively to meet SLA targets, ensuring timely response and resolution in line with agreed service levels Maintain accurate and detailed ticket notes to support transparency, handovers, and audit requirements ...

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 modelling. On‐Call Support – Provide on‐call support outside of standard working hours as and when required ...

timescales. Monitor and analyse key performance indicators (KPIs), including: Ticket resolution times First-contact resolution rates Customer satisfaction scores Allocate resources efficiently to meet SLA commitments and changing business demands. Act as the primary escalation point for complex issues and service-related concerns. Client Relationship Management Build and maintain strong ...

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 ...

infrastructure, including health checks and reporting in parallel with managing incidents, problems, requests and changes in line with ITIL best practice and ensuring that SLA's are maintained. Managing incidents and problems appropriately within agreed service levels. Perform technical root cause analysis on reoccurring incidents or major incidents. Assist engagement ...

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. ...

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 ...

Interfaces: IT Service Desk (1st Line) Infrastructure & 3rd Line Engineers Business system owners External suppliers and partners IT Operations Manager Measures of Success SLA adherence and ticket resolution times First-time fix rate/reducti ...

technical problems and working in a collaborative, onsite team environment. What you’ll do Offering 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 ...

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 ...

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 ...

Nottingham is seeking a 3rd Line Infrastructure Support Analyst to join a hybrid, Nottingham-based team. The role focuses on resolving incidents, ensuring SLA targets are met and improving first-time fix rates within a secure delivery environment. The ideal candidate will have 5+ years in large hybrid environments, strong ...

recurring incidents, repeat failures, and operational escalations. Effective governance of production changes and improved change success. Improved customer satisfaction and stakeholder confidence. Strong SLA and KPI adherence across Service Operations. Demonstrable progression in continuous improvement and operational maturity. Knowledge/Experience Strong experience in Program Management, Service Delivery Management ...

optimise support operations Stakeholder Engagement Collaborate proactively with SRT and third-party teams to ensure equipment and systems are maintained according to contractual and SLA commitments. Represent your department during weekly review meetings, highlighting risks and resource needs Operational Meetings & Handover Processes Lead weekly meetings with in-country partners, project ...

work at home 100% of the time.## **Your role*** Proficient in IT Service Management principles handling incidents and service requests to meet client SLA’s/OLA’s.* You will be responsible for ensuring the integrity of client IT infrastructures and follow core IT Service Management Principles. This includes ...

resolution of incidents, root cause analysis and completion of change requests. The roles will focus on incidents, increasing the first time fix rates, ensuring SLA’s are met, and wider call management. What you’ll do Technical 80% Call and incident Management Respond to service calls and resolve incidents … ensure SLA targets are achieved Increase the First Time Fix rate Adhere to escalation procedures Assist with technical escalations for other team members Monitor call queue and follow up with specialist support teams for resolution Adhere to customer’s and Computacenter’s Security Policies Administration 20% Participate in team ...

resolution of incidents, root cause analysis and completion of change requests. The roles will focus on incidents, increasing the first time fix rates, ensuring SLA’s are met, and wider call management. What you’ll do Technical 80% Call and incident Management Respond to service calls and resolve incidents … ensure SLA targets are achieved Increase the First Time Fix rate Adhere to escalation procedures Assist with technical escalations for other team members Monitor call queue and follow up with specialist support teams for resolution Adhere to customer’s and Computacenter’s Security Policies Administration 20% Participate in team ...

alerts and automated system monitoring Ensure that all systems and services are proactively maintained, monitored and supported to ensure that we are meeting set SLA's Monitor the Service Desk email inbox to respond to support calls logged via email Answer telephone and complete support issues from initial contact ...

support environments, processes, and service delivery principles. Commercial awareness and excellent problem-solving abilities. Experience within a Managed Services environment. Knowledge of SLA management, service governance, and escalation management. Experience delivering a premium, customer-centric or white-glove support service. Background in continual service improvement and service reporting. Why Join ...