4 of 4 Permanent SLA Jobs in Cambridge

platform experience across Windows, macOS, and Linux (including Microsoft Entra ID, Intune, JAMF, Microsoft 365, and endpoint security tooling) Strong service management discipline including SLA ownership, ITSM process design, and experience operating a ticketing platform such as Jira Service Management or equivalent Track record of building metrics‐driven support operations ...

escalation protocols, and acting as the first point of escalation for the operational team Reporting operational performance to the IT Director: queue metrics, SLA adherence, volume trends and team capacity Owning helpdesk queue management, making sure tickets are triaged, routed and resolved within agreed timeframes Owning asset management, user lifecycle ...

field, building long-term strategic relationships with client-side technical champions. Growth Mindset: You excel at turning friction into flow, optimising internal processes (QA, SLA monitoring, escalation paths) to support a scaling global business. ...

resolving issues before they reach viewers. The team sits at the intersection of Engineering, Content Operations, Live Operations, and Advertising — owning escalation paths, SLA frameworks, and high-visibility launch support. Beyond incident response, TechOps invests in automation and tooling to reduce toil and scale with the platform. As Roku … reporting Monitoring ad delivery, CDN infrastructure, live feeds, and content pipelines to identify and triage issues before they impact viewers Supporting escalation paths and SLA frameworks for high-visibility incidents Contributing to automation and tooling initiatives to reduce manual toil and improve operational efficiency Leveraging AI tools and emerging technologies ...