26 to 50 of 326 Permanent SLA Jobs

Position responsibilities: Monitor and maintain production systems to ensure high availability and performance Implement and manage service-level indicators (SLIs), objectives (SLO's), agreements (SLA's), and error budgets Participate in on-call rotations and incident response, including root cause analysis and postmortems Develop and maintain infrastructure as code ...

supporting the teams success, making a real impact on our customer experience. What youll do Resolve incidents and fulfil service requests, ensuring we meet SLA targets and provide excellent customer service Guide and support other 2nd Line Analysts, offering assistance with escalations and helping to maintain an efficient service desk ...

supporting the teams success, making a real impact on our customer experience. What youll do Resolve incidents and fulfil service requests, ensuring we meet SLA targets and provide excellent customer service Guide and support other 2nd Line Analysts, offering assistance with escalations and helping to maintain an efficient service desk ...

CMDB accuracy and manage IT asset lifecycle. Approve technical changes and minimise service disruption. Support audits, governance and compliance activities. Manage suppliers and ensure SLA performance. Support IT projects and stakeholder communication. Provide VIP/executive IT support. Mentor and support junior team members. Experience Required: IT service operations experience. ...

CMDB accuracy and manage IT asset lifecycle. Approve technical changes and minimise service disruption. Support audits, governance and compliance activities. Manage suppliers and ensure SLA performance. Support IT projects and stakeholder communication. Provide VIP/executive IT support. Mentor and support junior team members. Experience Required: IT service operations experience. ...

Collaborate with SRE, Platform, and Infrastructure teams to align operational processes with system reliability needs. Automate operational workflows and improve service visibility, reporting, and SLA tracking. Support platform upgrades, new ServiceNow releases (incl. Xanadu), and continuous process improvements. ...

friendly face of IT while users are experiencing problems Taking requests from users via email, ticketing system and telephone Adhere to challenging SLA requirements, logging full details of time and work undertaken Completing initial troubleshooting in a timely manner Monitor the support ticket system for incidents requiring escalation or urgent ...

line support Lead, mentor, and support service desk engineers across daily operations and technical development Monitor service desk performance and ticket queues to ensure SLA targets and customer expectations are consistently achieved Support incident management, root cause analysis, and problem resolution across multiple client environments Assist with the implementation ...

positive working relationships with users and internal stakeholders Promote a customer-focused culture aligned with Our Customer, One Roc P erformance, Reporting & Documentation Monitor SLA and KPI performance, identifying trends and recurring issues Maintain knowledge articles, known issues, and service documentation Support weekly, monthly, and quarterly service performance reporting Assist ...

traditional support work Technical Skills You should have experience with: Windows 10/Windows 11 Microsoft 365 (O365) Active Directory IT ticketing systems and SLA-driven environments Working with third-party providers and escalation processes ...

user devices • Managing and documenting incidents, requests, and solutions in ServiceNow • Creating and maintaining internal/external knowledge base articles ( Confluence/ServiceNow ) • Ensuring SLA compliance and high-quality user support • Supporting IT inventory management (hardware/software lifecycle) • Planning and executing hardware refresh cycles • Supporting corrective maintenance activities • Managing ...

support function. Strong leadership, communication, and interpersonal skills. Demonstrated knowledge of ITIL and service management frameworks. Experience with performance monitoring, KPI tracking, and SLA management. Ability to manage high-pressure incidents and escalate appropriately. Familiarity with vendor management and third-party service delivery. Desirable ITIL Foundation (or higher) certification. Experience ...

repeat demand, stronger operational control and better user experience indicators. Backlog ageing is reduced, and open tickets are managed with clear ownership and priority. SLA attainment, first‐contact resolution and customer satisfaction remain visible, understood and actively improved. Major incidents are handled calmly, with clear communication and effective follow ...

problem management - taking over from 1st line engineers where escalation is required Provide exceptional service support to internal and external customers To ensure service level agreement standards are met To promptly complete any admin paperwork and documentation Keep accurate records of all site information using IT Service Management tools Promote ...

support functions including service desk, desktop support, field support, and endpoint services across all locations. Define, track, and report on service delivery metrics including SLA compliance, ticket aging, first contact resolution, backlog trends, escalation rates, and customer satisfaction. Ensure metrics reflect operational reality and drive accountability rather than activity. Develop ...

Knowledge, and Change Management) to ensure operational stability and governance. Performance Benchmarking: Establish and monitor high-impact KPIs, including FCR, MTTR, CSAT, NPS, and SLA/SLO compliance, to maintain a culture of continuous improvement. Use AI technologies to enhance self-service, streamline knowledge management, and create intuitive, frictionless digital ...

servers, networking, firewalls (Fortigate), backups, and telephony Administering SSO and identity management across the application estate Managing key supplier relationships Driving service quality through SLA reporting, trend analysis, and continuous improvement Key skils: 5+ years in IT support with at least 2 in a management role Deep Microsoft ...

will be responsible for architecting and improving solutions across: Case Management & Customer Workflows Advanced Work Assignment & Routing Virtual Agent, Chatbots & Conversational AI Knowledge Management SLA & Entitlement Management CSM/FSM Workspace Customer Portals & Mobile Applications Enterprise Integrations (APIs, middleware, external systems) Qualifications Functional Expertise Deep understanding of customer service operations ...

smarter, not harder. Key Responsibilities Lead the day-to-day operations of the service desk, ensuring tickets are effectively triaged, assigned and resolved within SLA Act as the senior escalation point for complex technical issues across client environments Mentor and develop junior analysts through coaching, training and regular ...

measuring, evaluating and tracking benefits. Liaising with Portfolio Management Office and other areas of PDS where necessary Identify and lead CI initiatives that improve SLA performance, service availability, resilience and user experience. Produce clear documentation, including updated policies, SOPs, process maps and risk registers for all improvements and mitigations delivered. ...

service teams Turn Voice of the Customer insights into tangible improvements Lead end-to-end service management (Incident, Problem, Change & Major Incident) Ensure SLA compliance, performance transparency, and robust reporting Oversee service continuity, resilience, and risk management Embed consistent, scalable, and repeatable service processes Lead, coach, and develop multidisciplinary teams ...

part of a successful business, who offer excellent support and training. Responsibilities: Provide technical leadership, senior escalation support and mentor team members Meet SLA targets, identify any patterns, issues and support the team to maintain service levels Conduct regular client visits and build strong client relationships Lead the technical delivery ...

Linux and networking fundamentals Experience with Docker and Kubernetes environments Familiarity with monitoring tools such as CloudWatch, Grafana, Prometheus or similar Experience working within SLA-driven managed service environments What We're Looking For Strong analytical and problem-solving ability Calm and methodical approach during critical incidents Excellent communication ...

site employees, resolving hardware, software, and network issues. Act as an escalation point for IT tickets and ensure timely resolution in line with the SLA’s Train and guide employees on using IT systems effectively, encouraging self-sufficiency where appropriate System Installation & Configuration (15%) Manage the set-up, installation ...

professional manner. Create, update and maintain installation, implementation, maintenance and configuration documentation as needed. Support the wider business by ensuring system performance, uptime, customer SLA's and internal metrics are met. Abide by and comply with company compliance standards, policies, guidelines and or procedures. Support multiple environments; on-prem office ...