1 to 25 of 99 Remote SLA Jobs

timely, professional manner Ensure that IT issues & faults reported to their IT team are resolved in the shortest possible time, meeting their department's SLA targets, and minimizing disruption to systems and users critical to business operations Identity & Account Management Create, modify, and disable user accounts in a hybrid ...

issues, maintaining high service standards, and contributing to continuous improvement across client environments. Key Responsibilities Resolve 2nd line and escalated IT support tickets within SLA Troubleshoot issues across infrastructure, cloud, and end-user environments Provide on-site support during scheduled client visits Monitor and resolve alerts from system monitoring tools ...

environment. Key Responsibilities Lead and optimise service delivery for Microsoft Cloud solutions, including Microsoft 365, Azure, Intune, Entra ID, and Microsoft Security services Own SLA management, service governance, and escalation processes across cloud and infrastructure operations Collaborate closely with technical teams to ensure effective resolution of incidents, changes, and problems ...

face Team player but also happy to work alone at times. Demonstratable experience of 1 line support: Experience of ITSM ticketing systems, working with SLA’s and prioritizing incidents. Experience supporting both deskside and remote users Hours and Days: Monday to Friday, 37.5 hours a week, shifts on a rota ...

with carrier and supplier partners where third-party escalation is required. Reporting, Insight & Commercial Enablement • Produce and present partner performance packs: ticket volumes and SLA attainment, provisioning and porting performance, MRR and margin trends, product mix, churn indicators and end-customer base growth. • Provide partners with actionable insight — not just ...

liaison between IT, business stakeholders, and suppliers Translate business needs into IT priorities and deliverables Manage third-party vendors, ensuring performance and SLA adherence Lead application-related projects from planning to delivery Coordinate testing, deployment, and stakeholder communication Ensure projects are delivered on time, within scope, and aligned to business ...

escalation point for complex 3rd line technical issues across infrastructure, servers, and networking Provide support services to both contracted and non-contracted clients, ensuring SLA compliance Assist with pre-sales activities, including technical design, surveys, and solution recommendations Collaborate with internal teams and stakeholders to ensure smooth project delivery Recommend ...

Performing break-fix repairs and delivering quick, effective solutions Carrying out IMAC (Install, Move, Add, Change) tasks Managing your own ticket queue to meet SLA and KPI targets Keeping ticket records accurate and up to date Communicating clearly with users, translating technical issues into simple terms Collaborating with wider ...

just administration, but hands-on problem solving. Managing and responding to P1/Major Incidents, ensuring timely escalation and communication throughout. Ensuring all SLA obligations are met and incidents or service requests are escalated where appropriate. Supporting junior colleagues as a point of escalation, guidance, and mentoring. Implementing remote service ...

onboarding onwards Build trusted relationships, lead service reviews and resolve escalations to keep service delivery stable and aligned to expectations Track and report on SLA, KPI and customer satisfaction performance, providing clear insight and driving actions where needed Identify service risks and improvement opportunities, using trends and customer feedback ...

shifts NA The Role This role leads multiple BAU operational teams across application, infrastructure, cloud, integration, data, and platform services, ensuring services meet agreed SLA/SLOs, operational standards, and regulatory expectations. The role acts as the single point of accountability for operations , while working closely with Delivery, Product, Architecture ...

through robust platform delivery What Theyre Looking For: Microsoft Fabric experience Terraform experience Cloud platform engineering SQL Server management Incident management, problem-solving, and SLA-driven environments Platform engineering or data platform experience Agile delivery environments What Youll Work With: Microsoft Fabric Terraform (Infrastructure as Code) Azure cloud technologies ...

youll be doing: Provide senior-level administration and technical ownership of the BMC Remedy platform. Troubleshoot and resolve incidents, service requests, and tasks within SLA using Remedy, DWP, Smart IT, and Smart Reporting. Administer and support Remedy user access, configurations, and system performance. Design, configure, and implement Service Catalogues ...

ITIL 4 Foundation. Experience of Project Management principles. Desirable: Prince 2 Practitioner qualification ITIL Release, Control & Validation qualification Performance Indicators Ensure Contract meets SLA performance targets Maintain and improve customer satisfaction levels Understand and adhere to policies and procedures Demonstrates relevant CC values & behaviours Costs minimized Keep skills ...

responsibilities Oversee BAU IT operations across multiple regions Coordinate with outsourced IT service providers and internal teams Support service reviews, vendor performance, and SLA tracking Monitor ticket trends, service quality, and recurring issues Help improve processes across onboarding, offboarding, access changes, and asset management Ensure structured processes are followed across ...

Doing Leading requirements workshops and discovery sessions with stakeholders Designing and building HALO services from scratch, including: Ticket types Complex workflows SLA structures Custom fields and portal forms Creating advanced approval workflows with conditional logic and multi-stage routing Configuring and optimising end-to-end service workflows across multiple departments ...

Execute SQL updates and generate reports Manage and prioritise support tickets (Freshdesk) Maintain accurate documentation and ticket records Escalate issues where required and meet SLA targets Collaborate with internal teams to improve customer experience Required Experience Strong IT support/service desk experience Excellent communication and customer service skills Good ...

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 ...

phone, email, and digital channels Managing customer queries with professionalism, empathy, and urgency Scheduling and coordinating field engineers, ensuring optimal route planning and SLA adherence Allocating and prioritising work orders based on skills, availability, and location Communicating updates to customers and internal stakeholders to keep everything running smoothly Escalating complex ...

Incident, problem and change management within an ITIL-based framework Producing HLD/LLD documentation and technical plans Contributing to service reviews, reporting and SLA/KPI adherence Deploying and maintaining solutions at customer sites and data centres (occasional UK travel) Supporting pre-sales, solution design and technical consultancy Skills ...

performance and data-related issues. Collaborate with SAP and IT teams to ensure smooth operations and issue resolution. Deliver infrastructure services in line with SLA and compliance targets. Ensure adherence to ITIL processes and security standards. Produce and maintain technical documentation and non-technical summaries. Experience Requirements Minimum 3 years ...

kept fully informed throughout the incident lifecycle, including progress updates and planned changes or outages. Escalate requests that fall outside of scope or SLA commitments. Contribute to our technical knowledge base, particularly in infrastructure, networking, and solution best-practice. SKILLS AND EXPERIENCE REQUIRED Strong analytical mindset with a natural ability ...

responsible for service performance, client satisfaction, operational governance, and continual service improvement. You will act as the primary operational contact for key accounts, ensuring SLA/XLA adherence, managing escalations, and driving consistent, high-quality service delivery. Alongside client ownership, you will lead and develop a Support team, providing clear ...

tickets are effectively assigned, progressed, and resolved * Act as the first point of technical escalation for complex issues * Monitor team workloads, ticket quality, and SLA performance, intervening where needed * Support, coach, and develop engineers through regular feedback, reviews, and training plans * Identify service trends, recurring issues, and areas for improvement ...

services are delivered across the organisation. The successful candidate will manage our outsourced service desk as a strategic supplier, ensuring high-quality, SLA-driven service delivery and outstanding customer experience. In addition, the role will own Major Incident Management, act as ServiceNow Product Owner for Europe, and provide governance ...