1 to 25 of 42 Escalation Management Jobs in England

Response: Lead and coordinate incident response activities to effectively contain, eradicate, and recover from security incidents. Develop and maintain incident response plans, ensuring they align with industry best practices. Escalation management in the event of a security incident Follow major incident process Threat Intelligence: Stay abreast of the latest cybersecurity threats and vulnerabilities, integrating threat intelligence into security … improve detection capabilities. Generate detailed reports on emerging threats, attack trends, and security posture improvements. Monitored and analysed security logs from SIEM platforms to identify suspicious activity. Security Tool Management: Manage and optimise SIEM tools, ensuring they are properly configured and updated to maximize effectiveness. Own the development and implementation of SOC Use Cases Evaluate new security technologies and … recommend enhancements to the security infrastructure. Collaboration: Collaborate with cross-functional teams, including IT, legal, and management, to address security incidents and implement preventive measures. Provide expertise and guidance to other analysts. Working with the Technical Teams to ensure all new and changed services are monitored accordingly Documentation: Maintain accurate and up-to-date documentation of security procedures, incident More ❯

our organization. This role is critical in ensuring system stability, performance, and usability that support business operations. It is a hands-on role, acting as a technical expert and escalation point, bridging gaps between IT, users, and vendors while driving high service standards. The role will be part of the Application Support team. Key Responsibilities: Provide advanced technical support … for enterprise applications across Windows, macOS, and Linux platforms. Configure network protocols and troubleshoot network layer issues. Serve as the escalation point for complex incidents and application issues, driving resolution end-to-end. Collaborate with development teams, infrastructure, and vendors to diagnose and resolve bugs, performance issues, and outages. Lead application upgrades, patch management, UAT, and post-deployment … cross-functional collaboration with business units, IT teams, and external vendors. Strategic thinking with a focus on immediate issues and long-term process improvements. Conflict resolution skills and professional escalation management. Ability to lead meetings, conduct training, and participate in broader IT initiatives. Adaptability in fast-paced, high-stakes environments. Proactive approach to identifying system gaps and opportunities for More ❯

Are you a highly motivated individual looking for an exciting new opportunity in an international fast-growing and leading media company? Do you have any experience in Customer Success Management (CSM) to build lasting relationships with our clients, ensure successful onboarding and adoption, and maximize customer retention and growth. The ideal candidate will serve as the main point of … contact post-sale and will work cross-functionally to ensure our customers achieve their desired outcomes with our product or service. Some project management and technology support experience are welcome, with a strong sense of customer service and to implement technology solutions within a project timeline and to the satisfaction of clients. Then this may be the role for … line with Sweden project solution requirements. To confirm governance with overall project PM for workstreams in the plan and other tasks related to the project. Manage the AGS workstreams escalation process and aim to resolve. Implement the change management process ensuing teams follow it locally and centrally. To own and validate the AGS delivery and what we do More ❯

responsibilities and develop the milestones and launch schedules to ensure timely and successful delivery of the project. The team members measure and report progress, anticipate and resolve bottlenecks, provide escalation management, anticipate and make tradeoffs, and balance the business needs with the technical constraints. This a program management role responsible for executing per direction, the management … and detail-oriented. They must be an effective communicator and send clear, concise and consistent messages, both verbally and in writing. Key job responsibilities Program/Process Improvement, Project Management • Clearly and timely communicate findings, determinations, and recommendations to compliance management and business partners, both at periodic intervals and as needed regarding escalated or high-risk compliance issues. … Guide management in the development/review of applicable policies, procedures and business practices. Engage in frequent written and verbal communication with management and business partners to accomplish goals. • Execute and drive audits to completion per SOP. This includes drafting audit reports, stakeholder reviews of audit reports, finalizing and tracking audit reports in database and tracking issues in More ❯

Make history. BNY Mellon offers an exciting array of future-forward careers at the intersection of business, finance, and technology. We are one of the world's top asset management and banking firms that manages trillions of dollars in assets, custody and/or administration. Known as the 'bank of banks' - 97% of the world's top banks work …/Outlook 2013/16/O365 Provide Smart Hands support assistance (where applicable) Remain current with support changes/updates and adherence to the Company Policies and Incident Management process Remotely diagnose and troubleshoot PC, printer, telephone, mobile (where applicable), VPN and software issues Possess knowledge about Virtual Desktops Infrastructure/Citrix environment Research solutions using available knowledge … action Log all inquiries and incidents as required Assign unresolved Incidents to appropriate support teams in a timely manner Ensure incidents requiring urgent attention are escalated via the identified escalation management procedure Qualifications Management Call Center support experience Associate's (or Bachelor's) degree in a related discipline or equivalent work experience Previous technical desktop support experience More ❯

ideal candidate is/has: 1. Strong aptitude and interest for Upstream Defect Elimination. 2. Ability to identify, prioritize and coordinate work streams as necessary including prioritizing, scheduling, time management, and meeting deadlines 3. High attention to detail and proven ability to manage multiple, competing priorities simultaneously with minimal supervision About the team The RBS team is an integral … Amazon online catalog. The tasks handled by this group have a direct impact on customer buying decisions and online user experience. BASIC QUALIFICATIONS - 1+ years of program or project management experience - Experience using data to influence business decisions - 1+ years of interacting with customers/stake holders experience - Bachelor's degree - Knowledge of MS office. - Experience working on root … defects. PREFERRED QUALIFICATIONS - Knowledge of analytics & statistical tools such as SAS, PowerBI, SQL & ETL DW concepts - Knowledge of visualization tools such as Tableau, Datazen, SSRS - Experience back office operations, escalation management and troubleshooting environments - Experience working in e-commerce/retail/supply chain/financial services business - Worked in a global client facing role. - Six sigma green More ❯

improvement and strong leadership. Key Skills - Lead and mentor a team of 1st to 3rd line engineers, fostering technical development and service excellence Own the incident, request, problem, and escalation management processes, ensuring SLAs and KPIs are met Act as the final technical escalation point for complex issues across Windows, M365, and network environments Champion ITIL-aligned … Work closely with infrastructure, networking, and cloud teams to ensure end-to-end service continuity Drive adoption of automation, standardisation, and process optimisation initiatives Support onboarding/offboarding, license management, and asset tracking Ensure compliance with company security and data handling policies Collaborate with stakeholders, department heads, and external vendors as required Technical Skills - Strong experience with Windows OS … Active Directory , Group Policy , Exchange/M365 , Intune Knowledge of basic networking concepts (DNS, DHCP, VLANs, VPNs) Familiarity with endpoint management tools (e.g., SCCM, Autopilot, RMM tools) Experience using service desk/ticketing platforms (e.g., ServiceNow, Freshservice, HaloITSM) Leadership and Management - Proven experience in managing a service desk or technical support team Strong stakeholder communication and conflict resolution More ❯

individuals using our products: QuickBooks Online, QuickBooks Accountant, QuickBooks Self-Employed, and QBTime. We focus on being effective and efficient, eliminating customer friction, expanding our value, and driving experience management outcomes. Joining the Customer Success team as a Customer Support & Service Specialist (Customer Supportability Professional 1) involves collaborating across the EMEA region, understanding customer pain points, and advocating for … to address customer and business issues swiftly. On a typical day, you'll support front-line experts with product bugs, emerging issues, and escalations. You'll serve as the escalation point for product issues, leading investigations to resolution. Additionally, you'll support innovation and incident management with a strategic perspective, ensuring strong cross-functional partnerships to prioritize changes. … time to resolve (MTTR), ensuring faster, more effective handling of customer-impacting issues. Note: Our teams work three days a week in our London office. Responsibilities: Act as the escalation and investigation lead for complex or persistent product issues Perform root cause analysis and identify trends across customer contacts Raise and prioritize product issues using data-backed insights Support More ❯

Known for exceptional imaging, reliability, and innovation, our solutions empower operators to detect threats and contraband with confidence and ease. Role Overview This position will serve as the primary escalation point for Field Service Engineers (FSEs), third-party service providers, and distributors, ensuring timely resolution of field issues. Acting as the key service liaison with Engineering, Quality, and Product … Management, the Director will lead efforts to address complex technical challenges in the field. In collaboration with Engineering, they will ensure that all products—both legacy and new—are designed and supported with robust serviceability in mind. This includes the development of preventive and corrective maintenance procedures, maintenance schedules, and compliance with Rapiscan and global regulatory health and safety … test equipment to support field operations such as installation, commissioning, upgrades, software patching, and maintenance activities. Working closely with the EVP of Global Security Service and the Security Service Management team, this individual will help define and implement global service procedures that ensure seamless operations across all regions. They will play a critical role in standardizing global processes and More ❯

Known for exceptional imaging, reliability, and innovation, our solutions empower operators to detect threats and contraband with confidence and ease. Role Overview This position will serve as the primary escalation point for Field Service Engineers (FSEs), third-party service providers, and distributors, ensuring timely resolution of field issues. Acting as the key service liaison with Engineering, Quality, and Product … Management, the Director will lead efforts to address complex technical challenges in the field. In collaboration with Engineering, they will ensure that all products—both legacy and new—are designed and supported with robust serviceability in mind. This includes the development of preventive and corrective maintenance procedures, maintenance schedules, and compliance with Rapiscan and global regulatory health and safety … test equipment to support field operations such as installation, commissioning, upgrades, software patching, and maintenance activities. Working closely with the EVP of Global Security Service and the Security Service Management team, this individual will help define and implement global service procedures that ensure seamless operations across all regions. They will play a critical role in standardizing global processes and More ❯

drive customer operational improvements via improved service training concepts, engineering change proposals (ECPs), field and technical service bulletins (FSB/TSBs). You and your team will be the escalation point for FSEs, 3rd party service providers and distributors to resolve field issues and act as the primary service interface with engineering, quality, and product management to resolve … successfully execute all field activities (installation, commissioning, upgrades, s/w patching, PM & CM activities). You will work closely with the EVP Global Security Service and Security Service Management team developing and establishing procedures governing how the business will seamlessly operate & execute in a world-wide setting. Working with the team, you will ensure that global processes and … opportunities with service sales to provide additional upgrades and greater capabilities to our clients as technology and product enhancements and features evolve. You will work closely with the service management team in responding to and addressing customer complaints. Working with the service security team, you will analyze data to determine gaps in our service offerings (or tools) which are More ❯

you will target to offer process improvements that reduces friction in product selection creation, accelerate selection addition and enrichment across marketplaces worldwide. The ideal candidate will have excellent program management, problem solving and communication skills and be comfortable interacting with technical and non-technical stakeholders at all levels. In addition, the ability to work backwards and think about the … user stories, research appropriate technical solutions, and provide guidance to the team regarding architecture, design, and priorities. - Build and maintain a complete project schedule, make it constantly visible to management and key stakeholders, and drive it through to completion. - Anticipate bottlenecks, provide escalation management, anticipate and make trade-offs, and balance the business needs versus technical constraints. … our goals. - Identify, assess, track and mitigate issues and risks at multiple levels. - Create, maintain and disseminate project information to stakeholders. BASIC QUALIFICATIONS - 5+ years of product or program management, product marketing, business development or technology experience - Experience with feature delivery and tradeoffs of a product - Experience owning/driving roadmap strategy and definition - Experience with end to end More ❯

life cycle using agile methodologies and will thrive in a fast-paced environment, solving complex problems . JOB RESPONSIBILITIES The role itself is very varied and will entail: Line management and motivation of a team of developers Performance management Escalation management Administration Scrum mastering/team leadership Help remove blockers and impediments for your team Monitor … and job responsibilities. We offer excellent benefits. Only candidates who are eligible to live and work in the UK need apply. Jonas Software is the leading provider of enterprise management software solutions to the Country and Golf Clubs, Foodservice, Construction, Fitness & Sports, Attractions, Salon & Spa, Education, Radiology/Laboratory Information Systems, and Product Licensing industries. Within these vertical markets … in Toronto and traded on the S&P/TSX 60. Is This You ? About Us Gladstone is a software company, based in the UK, that provides business critical management software to the fitness and leisure market. A thought leader in this market for over 35 years, we pride ourselves on being innovative with our software to meet the More ❯

continuous improvement Manage post go-live support with a focus on data analytics, technical optimization and ongoing product education Serve as the main point of contact for technical incident management, translating complex issues for non-technical stakeholders and driving swift resolution Build strong, trust-based client relationships, acting as a strategic partner throughout the merchant lifecycle About you: Strong … project management skills with experience in fintech and payments Technical proficiency to understand and troubleshoot platform issues, with the ability to communicate technical information clearly to clients Data analysis capabilities to monitor performance and identify optimization opportunities Excellent interpersonal skills to build lasting client relationships and manage cross-functional collaboration Proactive problem solver with experience in incident and escalation management Languages: German or other languages are beneficial What happens next? Selected candidates will be invited for an initial interview with our Talent Acquisition representative. The video meeting will take about 30 minutes. Then it's time for a second interview! The meeting will be conducted by our Department Lead and will be 30 minutes. As a last More ❯

concerns and reporting potential KPI misses to the Head of Customer Service. Your role will involve conducting regular one-on-ones with team members, focusing on career development, performance management, and training. You'll ensure all team members are aligned with the targets, adhere to attendance and behavioural standards, and receive the necessary coaching and feedback to improve performance. … setup, and access to necessary tools. A proactive approach to managing workloads to ensure team KPIs are met is crucial to success in this role. Essential: Leadership and team management - Ability to motivate, guide, and manage a team of up to 10 FTEs, including conducting performance reviews, coaching, and fostering a positive team culture. Strong communication skills - Proficiency in … both written and verbal communication to effectively relay information, provide feedback, and escalate issues as needed. Problem-solving and escalation management - Skilled in handling customer complaints, resolving issues efficiently, and providing support for team members with complex queries. Time management and organization - Ability to manage multiple tasks and priorities simultaneously, including scheduling, rota management, and ensuring More ❯

experience using ServiceNow. Work closely with both IT and business users to resolve functional issues. Triage and escalate issues across cross-functional teams to ensure timely resolution. Maintain service management standards, including Incident, Problem, Change, and Capacity management. Adhere to defined SLA agreements, shift rotations, and delivery models. Collaborate with SMEs and other stakeholders to ensure a high standard … Touch screens and monitors MRTs and other endpoint technologies Endpoint hardware/software troubleshooting in a production setting. Working knowledge of ServiceNow and associated processes (Incident, Change, SLM, Knowledge Management). Familiarity with SLA-driven environments and structured escalation procedures. Strong communication and stakeholder management skills. Ability to work effectively in shift rotations and structured support teams. … Experience with cross-team coordination and escalation management. Person Specification: Prior experience in shopfloor support, ideally at Level 1.5 or Level 2. UK Citizenship is essential due to the nature of the project. BPSS clearance is advantageous. Experience working in manufacturing or production environments is preferred. Able to work under pressure and meet tight operational deadlines. If you're More ❯

providing technical support within a busy customer-facing environment. Your responsibilities will encompass a broad spectrum of client technology, both onsite and remotely. You will be seen as an escalation point within the Service Desk function and provide solutions and ownership to more complex tasks and undertakings Key responsibilities Technical Support Excellence: Provide senior-level technical support for end … and Mentoring: Offer technical guidance and mentorship to the wider service desk team. Foster a collaborative environment where knowledge sharing, and continuous improvement are key to our success. Device Management: Develop solutions to improve device build and management using new and existing technologies Experience in laptop build with Intune device management Escalation Management: Review and More ❯

providing technical support within a busy customer-facing environment. Your responsibilities will encompass a broad spectrum of client technology, both onsite and remotely. You will be seen as an escalation point within the Service Desk function and provide solutions and ownership to more complex tasks and undertakings. Key responsibilities Technical Support Excellence: Provide senior-level technical support for end … and Mentoring: Offer technical guidance and mentorship to the wider service desk team. Foster a collaborative environment where knowledge sharing, and continuous improvement are key to our success. Device Management: Develop solutions to improve device build and management using new and existing technologies. Experience in laptop build with Intune device management. Escalation Management: Review and mitigate More ❯

providing technical support within a busy customer-facing environment. Your responsibilities will encompass a broad spectrum of client technology, both onsite and remotely. You will be seen as an escalation point within the Service Desk function and provide solutions and ownership to more complex tasks and undertakings. Key responsibilities Technical Support Excellence: Provide senior-level technical support for end … and Mentoring: Offer technical guidance and mentorship to the wider service desk team. Foster a collaborative environment where knowledge sharing, and continuous improvement are key to our success. Device Management: Develop solutions to improve device build and management using new and existing technologies. Experience in laptop build with Intune device management. Escalation Management: Review and mitigate More ❯

to operational standards and best practices. Client-Focused Operations : Provide on-site consultancy and manage IT operations for key clients, ensuring seamless system performance and client satisfaction. Recruitment & Talent Management : Play a pivotal role in hiring and building a team equipped to deliver high-level IT services and operational support. Strategic Contribution : Represent the regional team in leadership meetings … contributing to the overall operational strategy and vision of the business. Service Auditing : Shadow and audit team members' work to maintain operational consistency and uphold service quality. Escalation Management : Act as the primary escalation point for complex technical and operational challenges, supporting the team in resolving critical issues. Client Solutions & Projects : Oversee and deliver tailored IT operational More ❯

of their region. Maximising service coverage of courier deliveries and collections within the region through the successful and timely recruitment of couriers and their engagement, retention and successful change management (where needed) to ensure a stable and consistently high-quality service is delivered for our customers and clients. Accountable for the resource planning of couriers through pipeline review, advertising … courier performance to ensure the success of a seven day operation Responsible for the delivery unit estate within their region (including but not limited to the location, procurement and management of delivery units & resourcing) & management of service provision through service conversations with the delivery unit controller to ensure that Evri deliver a professional and sustainable Delivery Organisation which … the Depot General Manager, and key stakeholder across the organisation through effective communication skills resulting in high performance in the end to end parcel journey. Accountable for customer complaint escalation management and timely resolution to ensure customer satisfaction through liaising with the Customer Services Team and leadership of Community Delivery Managers. To be successful in this role you More ❯

key strategic area for the organisation and the leader for this program must be able to build on the momentum. This role will lead the Infrastructure team through the management of their Cloud Infrastructure Initiatives Portfolio. This includes managing current initiatives as well as defining the vision for our program execution. This is a key leadership role that will … simplify processes, and simultaneously support multiple projects impacting a growing global organisation. This role requires excellent communication and organizational skills and the ability to identify and eliminate bottlenecks, provide escalation management, anticipate and make tradeoffs, and balance business needs versus technical constraints. Maturity, curiosity, creative problem-solving, and team leadership are all essential to success in this role. … Key Responsibilities Program Management: Oversee large, complex cross-functional initiatives through the project life cycle Work closely with initiative sponsors and stakeholders to understand the functional strategy, define scope and deliverables, and ensure funding and staffing are planned and available to meet program delivery goals Develop business and technical project plans and ensure that all initiatives within the portfolio More ❯

key strategic area for the organisation and the leader for this program must be able to build on the momentum. This role will lead the Infrastructure team through the management of their Cloud Infrastructure Initiatives Portfolio. This includes managing current initiatives as well as defining the vision for our program execution. This is a key leadership role that will … simplify processes, and simultaneously support multiple projects impacting a growing global organisation. This role requires excellent communication and organizational skills and the ability to identify and eliminate bottlenecks, provide escalation management, anticipate and make tradeoffs, and balance business needs versus technical constraints. Maturity, curiosity, creative problem-solving, and team leadership are all essential to success in this role. … Key Responsibilities Program Management: Oversee large, complex cross-functional initiatives through the project life cycle Work closely with initiative sponsors and stakeholders to understand the functional strategy, define scope and deliverables, and ensure funding and staffing are planned and available to meet program delivery goals Develop business and technical project plans and ensure that all initiatives within the portfolio More ❯

Manager, Customer Success for the SASE business, in this role you will lead a team of high performance Customer Success Engineers, distributed across EMEA and LATAM. Your Impact Customer escalation management, triage, prioritize issues, negotiate customer priorities, and manage expectations Develop strong relationships with our sales team, customers, partners and internal teams (TAC, Product Management, Engineering) Build … in-line with overall organizational goals Qualifications Your Experience 10+ years of experience in Customer Success Engineering, Services Delivery, Professional Services, or Consulting 3+ years of experience in people management role Strong consulting and project management skills, with shown results working as a trusted advisor to drive business value for customers, including the ability to work well with More ❯

Continuously audit to improve the customer experience and business performance. 7. Help drive evolution of partner experience through close collaboration with cross-functional teams ranging from Trademark, Marketing, Product Management, Programs, Engineering, Analytics, and Risk. 8. Advocate voice of the customer internally, using data and anecdotes to drive prioritization. 9. Build out operational processes from policy requirements, with the … and vision. We dive deeper beyond the anecdotal, identify underlining issues and collaborate with different teams to solve for partner success. BASIC QUALIFICATIONS - 1+ years of program or project management experience - Experience using data to influence business decisions - Bachelor's degree - 5+ years of interacting with customers/stake holders experience - Bachelors degree in Economics, Marketing, Advertising, Statistics, Engineering … formulas PREFERRED QUALIFICATIONS - Knowledge of analytics & statistical tools such as SAS, PowerBI, SQL & ETL DW concepts - Knowledge of visualization tools such as Tableau, Datazen, SSRS - Experience back office operations, escalation management and troubleshooting environments - 2+ years of digital advertising and client facing roles experience. - Experience in campaign optimization, analytics platforms. Our inclusive culture empowers Amazonians to deliver the More ❯