risk assessments, and compliance reporting Help steer the overall ISMS programme and ensure audit readiness Third-Party Service Management & ITSM Manage strategic relationships with IT service providers and oversee SLA performance Lead vendor selection processes and coordinate between multiple service providers Oversee day-to-day IT operations and manage incident, request, and change processes Drive continuous improvement initiatives aligned with More ❯
Incident Categorisations with associated ServiceLevel Agreements. Be an escalation point for service desk tickets for 3rd line escalations. Accountable for tickets assigned for investigation, resolution, customer communications and SLA escalation Ownership an input to solution designs at all levels (High Level, Low Level and Technical) Creation of test plans to ensure required quality of implementations Creation of deployment plans More ❯
Harrogate, North Yorkshire, Yorkshire, United Kingdom
The Bridge (IT Recruitment) Limited
you will ensure that customers receive the best communication and service possible. It will be your job to ensure that support tickets are being managed correctly and within defined SLA parameters. Reporting into the Incident Management Team Leader, you will be responsible for daily aged ticket reporting, monitoring key customer accounts, bespoke communication processes, and the tools used to manage … and guidance to Support teams regarding Incident Management processes. Constant monitoring of ticket queues with particular emphasis on VIP and sensitive customer tickets. Ensuring tickets are managed within defined SLA's and preventing a breach of those. Communicating and documenting new processes relevant to incident management. Creation of customer request RFO (Reason for Outage) documents and Major Incident Reports. Communicating … thinking approach. Confident with the ability to interact with members of all support teams including team leaders, managers and directors. An eye for detail, preventing any tickets from breaching SLA's and the tenacity to ensure others adhere to processes. A willingness to learn and not be afraid to get involved in unfamiliar areas of technology. Excellent time management/ More ❯
