1 to 25 of 27 Contract SLA Jobs

environments Experience working within an ITIL-based environment (Incident, Change, Problem, Release Management) with the ability to manage support queues and workload to meet SLA targets Strong communication, documentation and stakeholder management skills, with the ability to clearly explain technical issues and recommendations Proactive and self-motivated, with the ability ...

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 ...

support for Google Workspace services and applications. Manage user accounts, permissions, access requests, and administration activities. Resolve incidents and service requests in line with SLA requirements. Support and troubleshoot: Gmail Google Meet Google Drive Google Chat Google Docs, Sheets, and Slides Manage and update tickets through ITSM platforms and incident ...

combining service delivery, supplier management and continuous improvement. Key Responsibilities Lead the day-to-day delivery of TechBar and desktop support services, ensuring strong SLA performance and customer satisfaction. Manage third-party support providers, setting service standards, monitoring performance and leading regular service reviews. Own hardware and software asset management ...

service mapping capabilities, and governance controls. Ensure CMDB data accuracy, completeness and compliance. Build executive and operational dashboards using modern reporting tools. Develop KPI, SLA and performance reporting frameworks. Implement automated notifications, reporting schedules and exception management. Support continuous service improvement through analytic and automation. Essential Skills & Experience 3+ year ...

asset inventories. Develop service mapping and governance capabilities. Implement audit and compliance controls. Reporting & Analytics Develop operational and executive dashboards. Create KPI and SLA reporting frameworks. Deliver trend analysis, performance monitoring, and data insights. Implement automated reporting and alerting mechanisms. Support continuous CMDB health monitoring. KPI Management Develop and maintain ...

oversee IT Service Management operations while governing the end-to-end Change Management process. The role will be responsible for ensuring service stability, SLA compliance, operational excellence, and effective change governance across application and infrastructure environments. The ideal candidate will have strong hands-on experience in ITIL processes, stakeholder management ...

with multiple suppliers to obtain incident updates and status reports Escalate overdue, recurring or high-impact security incidents Monitor incident volumes, resolution performance and SLA compliance Produce regular security incident reports, dashboards and management information Identify trends in incidents and escalations Support security and service governance forums Ensure consistent incident ...

PRINCE2 or PMI . Experience operating within highly regulated, secure environments with robust governance controls. Strong understanding of service management and working to challenging SLA targets Reasonable Adjustments: Respect and equality are core values to us. We are proud of the diverse and inclusive community we have built ...

escalation processes as appropriate. Acting as Tier 2/Tier 3 support for Windows related issues & problem resolution, performing incident response, investigation & remediation within SLA timeframes. Co-ordinate with incident & Technical managers, following incident management process during high-severity incidents. Identify underlying root causes of reoccurring incidents, assisting in implementation ...

technologies. Backup, recovery and disaster recovery solutions. PowerShell scripting and automation. SQL Server administration experience. SCCM or equivalent endpoint management tools. Experience working within SLA-driven environments. Desirable Knowledge of Juniper Networking highly desirable Exposure to Azure environments. Infrastructure automation or Infrastructure as Code experience. ITIL certification. Please note, engagement ...

asset, infrastructure, application and service inventories Establish governance, audit and data-quality controls Reporting, Analytics & Dashboards Build operational and executive-level dashboards Develop KPI, SLA and CMDB health reporting Create automated reporting and scheduled management information Deliver trend analysis and performance insight Develop real-time monitoring and exception reporting Your ...

Identify gaps in ownership, reporting, or evidence Incident Reporting & Visibility Produce routine security incident reports and dashboards Assist in monitoring: Incident volumes Resolution performance SLA compliance Escalation trends Support governance forums through accurate reporting and status updates Governance & Process Compliance Support adherence to agreed incident management processes Ensure supplier activities ...

Identify gaps in ownership, reporting, or evidence Incident Reporting & Visibility Produce routine security incident reports and dashboards Assist in monitoring: Incident volumes Resolution performance SLA compliance Escalation trends Support governance forums through accurate reporting and status updates Governance & Process Compliance Support adherence to agreed incident management processes Ensure supplier activities ...

Technical Account Management, Incident Escalation, or Service Delivery within networking/telecoms. Strong background in ITIL framework (Incident, Problem, and Change Management) and SLA management. High-level understanding of routing, switching, and IP networking concepts (Cisco, Juniper, or similar ecosystems). Exceptional communication skills with the ability to bridge technical ...

support experience in production environments. Strong experience supporting CyberArk Vault, CPM, PSM, and PVWA. Proven experience resolving complex L3/L4 incidents within SLA-driven environments. Experience working within managed services, enterprise support, or operational security functions. Strong PowerShell scripting skills for troubleshooting, automation, and remediation. Good understanding of Identity ...

customer, integration, development, and external technical teams to validate configurations, resolve issues, and coordinate future software releases. Maintain and support server infrastructure to meet SLA requirements and coordinate hardware and software builds with onsite technicians. Create and manage customer address directories and provide ad hoc reports, tools, and utilities ...

ownership, or reporting Vulnerability Reporting & Visibility Produce routine vulnerability management reports Support development of dashboards and metrics Assist in identifying: Aging vulnerabilities Recurring issues SLA breaches Emerging vulnerability trends Governance & Process Compliance Support adherence to agreed vulnerability management processes Ensure supplier activities align with client policies and standards Assist with ...

ownership, or reporting Vulnerability Reporting & Visibility Produce routine vulnerability management reports Support development of dashboards and metrics Assist in identifying: Aging vulnerabilities Recurring issues SLA breaches Emerging vulnerability trends Governance & Process Compliance Support adherence to agreed vulnerability management processes Ensure supplier activities align with client policies and standards Assist with ...

senior stakeholders. Essential Experience Proven experience delivering customer service or contact centre transformation programmes. Strong understanding of customer service metrics including AHT, FCR, SLA performance, backlog management, deflection and containment. Experience taking transformation initiatives from discovery through to implementation. Working knowledge of Salesforce Service Cloud, including case management, Omni-Channel ...

feedback to optimize feature releases and maximize business ROI .Data Quality, Reliability & Governance Establish, monitor, and enforce metrics for data quality, accuracy, availability, and SLA compliance .Ensure all data products comply with enterprise security, privacy, and regulatory requirements .Champion data governance best practices, including clear ownership frameworks, standardized data definitions ...

ownership, or reporting Vulnerability Reporting & Visibility Produce routine vulnerability management reports Support development of dashboards and metrics Assist in identifying: Aging vulnerabilities Recurring issues SLA breaches Emerging vulnerability trends Governance & Process Compliance Support adherence to agreed vulnerability management processes Ensure supplier activities align with client policies and standards Assist with ...

Lambda-backed business logic, Customer Profiles, and dynamic data-driven routing Implement Amazon Connect Cases and Tasks solutions: case templates, queue-based work allocation, SLA/TAT monitoring, approval workflows, and migrations from legacy case systems (e.g., consolidating hundreds of service categories and thousands of business rules into a unified ...

manage risks, issues and dependencies that could impact Network Deployment programmes. Ensure suppliers and stakeholders deliver against agreed plans and reporting requirements. Support escalations, SLA management and continuous improvement across the activation process. Investigate quality issues and faults and support the timely handover of sites into Operations. Analyse trends ...

software. Supporting and troubleshooting Cisco CUCM, Cisco UCCE, SIP and Microsoft Teams environments. Investigating, diagnosing and resolving Voice and network incidents within agreed SLA tolerances. Troubleshooting network connectivity, performance and infrastructure issues. Supporting the planning, installation, upgrade, operation and maintenance of LAN and WAN environments supporting both data and Voice ...