26 to 50 of 69 Remote/Hybrid SLA Jobs

categories like ITSM, ESM, service desk, ticketing platforms, knowledge management, and workflow automation Preferred Qualifications Familiarity with service management methodologies (ITIL, service catalog design, SLA frameworks, incident/request workflows) Background selling displacement deals or helping customers migrate from legacy enterprise software Understanding of AI‐powered automation, self‐service workflows ...

benefits) Travel: One week per month in Oslo, plus occasional travel to Sofia Key Skills: B2B SaaS, Customer Support Leadership, Zendesk, ITIL Service Management, SLA & KPI Management The Opportunity We are recruiting a Head of Customer Support for a growing international B2B SaaS organisation that provides digital technology solutions ...

well as possess the ability to liaise with stakeholders at all levels of seniority, including the customer. Adherence to resolving issues and problems within SLA levels and ensuring KPIs are met is also required. 3rd Line Network Engineers will; Have a thorough and demonstrable understanding of Cisco Enterprise LAN environments ...

expense tracking. Act as the escalation point for account invoice reviews, TOIL validation, and client asset management. Provide strategic, visual, client-ready reporting on SLA/KPI adherence, social value commitments, and commercial performance to stakeholders up to the C-Suite level. Manage team capacity, work plans, and schedules across ...

wide variety of tasks where each area can be busy at different times. Ability to multi task and prioritise workloads efficiently to ensure SLA's are met and all required work is completed to a high standard. Experience & Skills A Level educated (or equivalent), with some exposure or interest ...

hosted SaaS and voice platforms. Proactively monitor platform health, alerts, and service dashboards to identify, assess, and prioritise incidents based on business impact and SLA commitments. Manage tickets end-to-end using Jira Service Management, ensuring accurate categorisation, clear documentation, timely escalation, and structured lifecycle control. Apply strong analytical thinking ...

categories like ITSM, ESM, service desk, ticketing platforms, knowledge management, and workflow automation Preferred Qualifications Familiarity with service management methodologies (ITIL, service catalog design, SLA frameworks, incident/request workflows) Background selling displacement deals or helping customers migrate from legacy enterprise software Understanding of AI-powered automation, self-service workflows ...

government best practice. Oversee ticket queue management across the AMS team, ensuring workload is prioritised effectively and resources are aligned to demand. Enforce SLA/KPI frameworks, proactively monitoring performance against response and resolution targets, and driving continuous improvement where breaches occur. Stakeholder Engagement & Consultancy Act as a senior trusted ...

meets cryptography security assurance requirements Manage delivery of cryptography consultancy services to internal customers globally Ensure requests are processed in ServiceNow within agreed SLA Manage and support project team members SKILLS & EXPERIENCE WE REQUIRE Customer/stakeholder focus, with the ability to build strong relationships with internal/external ...

create rotation plans where appropriate. Support the team with travel and accommodation booking as required. Provide timely and visual client-ready reporting on SLA/KPI adherence, social value commitments, financial performance, commercials and delivery status at the agreed frequency level to a range of stakeholders across the business ...

best practices for data design, ensuring scalable, high-quality and consistent architecture and modelling. Provide timely and accurate root-cause analysis and resolution within SLA timeframes. Work with the Core Data Lead to build common data models for unified customer and property data. Collaborate with Enterprise Data Architect to define ...

captured in line with Service Desk standards. Classify calls accurately with the information provided and prioritise in line with the Service Level Agreement (SLA). Investigate and diagnose Incidents by providing first line telephone support, gathering and analysing information to identify and resolve a range of technical Incidents such ...

Responsibilities Provide 1st line technical support via phone, email, and ticketing systems. Log, categorise, prioritise, and resolve incidents and service requests in line with SLA targets. Act as the first point of escalation for technical issues during out-of-hours operations. Monitor system alerts and proactively investigate issues affecting business ...

highly organised and able to prioritise your workload, balancing multiple demands whilst maintaining service quality. You will have proven experience in managing SLA's and KPI's to ensure consistent, high quality service delivery. Additionally, you will have the willingness to continue learning and developing to succeed in this role. ...

cover. What you’ll do on a typical day: Providing 2nd–3rd line support for system-related issues, investigating incidents and delivering fixes within SLA Triaging tickets, updating information, and escalating to relevant teams where needed Communicating with customers through phone, email, and support software to deliver clear updates ...

review and approvals. Client asset management. Support the team with travel and accommodation booking as required. Provide timely and visual client-ready reporting on SLA/KPI adherence, social value commitments, financial performance, commercials and delivery status at the agreed frequency level to a range of stakeholders across the business ...

stakeholders with operational queries and minor enhancement requests Participate in change advisory processes for any production changes Contribute to monthly service reporting (incident volumes, SLA performance, platform availability) Support out-of-hours/on-call rotation where required by the client contract Required Experience Experience operating and supporting a live ...

them through. Team & Operations Lead and mentor a globally distributed managed services team across multiple time zones Define and improve the operating model, service level agreement frameworks, and delivery standards Foster a culture of technical excellence, accountability, and client obsession Report to the COO on performance metrics, client health ...

varying security levels. 2 nd line engineers are responsible for conducting advanced Troubleshooting. Liaising with customers to ensure all issue are dealt within SLA and KPI set down by the customer. Provide Second line technical support: Manage and maintain servers, virtual machines to ensure high availability and performance, including ...

deployment processes, focusing on automation and operational excellence. Drives continuous improvement in system observability, alerting, and capacity planning through the definition and implementation of SLA, SLOs & SLIs Define and enhance frameworks for Toil identification, analysis & remediation to identify opportunities to eliminate or automate remediation of recurring tasks and issues Develops ...

Support the definition and development of Security Services portfolio: MDR, SIEM, Identity, Compliance, and AI SOC Help productise security services with clearly defined scope, SLA, and pricing Contribute to the security attach strategy Assist in developing Security+ and compliance offerings within the Modern Workplace and Cloud tiers Keep the portfolio ...

impact within a growing technology business, this is an opportunity where you can truly make your mark. Leading, mentoring, and developing existing team Driving SLA performance, customer satisfaction, and first-contact resolution Managing technical escalations for key enterprise customers Implementing support processes, workflows, and troubleshooting frameworks Analysing support trends ...

benefits) Travel: One week per month in Oslo, plus occasional travel to Sofia Key Skills: B2B SaaS, Customer Support Leadership, Zendesk, ITIL Service Management, SLA & KPI Management The Opportunity We are recruiting a Head of Customer Support for a growing international click apply for full job details ...

plan. Define and land the stakeholders model: supporting the team, how the platform roadmap is prioritised, how requests are handled, and what the support SLA looks like. We’re committed to helping you develop your career, whether that means taking on bigger projects, stepping into leadership, or acquiring new skills. ...

Greetings from Response Informatics!! We are currently hiring a Customer Escalation & SLA Manager for an exciting client engagement. Role: Customer Escalation & SLA Manager Location: Edinburgh, UK(Hybrid) Position: FTC Duration: 3 to 12 Months Languages : English with French, German, or Spanish. (Any 1 language in addition to English) Overview … seeking a proactive and detail-oriented Customer Escalation & SLA Manager to oversee the management of customer escalations, monitor support ticket queues, and ensure adherence to service level agreements (SLAs). This role is critical in maintaining high levels of customer satisfaction, driving timely resolution of issues, and continuously improving support ...