3 of 3 Incident Management Jobs in Newcastle upon Tyne

enabling innovation for our colleagues across the organization. What you’ll be doing Serve as the primary owner of Collaboration products, ensuring their effective management, scalability, and alignment with business objectives, driving the development and implementation of a strategic vision for collaboration technologies. Define and maintain the Collaboration roadmap … including adoption of new features and retirement of legacy tools. Ensure product currency is managed through vulnerability resolution, patch management and application of security updates. Identify opportunities to drive business value through enhanced productivity and collaboration by understanding colleague needs and wider collaboration technology landscape. Ensure product reliability, performance … and security through proactive monitoring and incident management, leveraging observability tooling to increase issue prevention and proactive support. Use data-led insights and continuous improvement to increase Engineering capacity by driving Operational work to 1st and 2nd line support. Evaluate emerging technologies and recommend enhancements to improve the More ❯

technical problems while maintaining excellent customer service standards. Key Responsibilities Technical Support: Provide 2nd line support to clients, troubleshooting hardware, software, and network issues. Incident Management: Resolve escalated incidents efficiently, ensuring minimal disruption to business operations. Systems Administration: Manage and maintain Windows Server environments, Active Directory, and Microsoft … 365. Network Management: Monitor and troubleshoot network infrastructure, including routers, switches, and firewalls. User Support: Assist end-users with technical queries, offering remote and on-site support as needed. Key Skills & Experience Minimum of 2 years' experience in a 2nd Line Engineer or similar IT support role. Strong knowledge More ❯

across a large customer base with bespoke environments. Providing excellent customer service and being the first point of call for IT support queries Following incident management processes and ensuring customer tickets are responded to within SLA Previous experience working with call logging and ticketing systems, this role will More ❯