2 of 2 Permanent Knowledge Management Jobs in Lancashire

Cloud Technical Support Engineer, you will provide support for our customers solutions. You will handle complex troubleshooting, assist with escalations, and contribute to knowledge management whilst working under the direction of Head of Support. Role & Responsibilities Technical Support & Problem Resolution Deliver First & Second line Cloud Technical Support … issues Implement fixes for a wide range technical queries and issues as they arise. Escalate particularly complex issues to Senior Engineers as necessary. Documentation & Knowledge Management Create technical documentation for common support scenarios Develop knowledge base articles covering frequently encountered queries/questions. Update troubleshooting guides based ...

high-quality, secure, and resilient services. You will build and drive experience-led outcomes (XLAs) alongside SLAs, automate the routine, shift left with strong knowledge management (KCS), and align operations with ITIL 4 practices and the SDI Service Desk Manager Standard. Partner across IT, 3rd Parties, and wider … problems, major incidents, and communications. - Define, track, and improve SLAs and XLAs (employee experience, sentiment, FCR); publish transparent, business-aligned dashboards. - Establish Major Incident Management routines (war rooms, comms cadence, post-incident reviews) and embed problem management to remove recurring issues. - Implement AI technologies, virtual agents, and workflow ...