101 to 125 of 773 SLA Jobs

line support in resolving the 60000 incidents logged annually, working to established and set processes and procedures to resolve incidents satisfactorily and within SLA timescales for users Responsible for 1st line support and resolution of incidents in relation to desktop devices, applications and enabling user access to systems, in accordance ...

regulatory obligations. Log, classify, and prioritise incidents in ServiceNow based on Treasury business impact Perform structured triage and initial diagnosis Resolve standard issues within SLA using approved knowledge base and runbooks Escalate complex or cross‐system issues to L3 with full technical and business diagnostic context Support major incident management ...

function - ensure that the service is prioritised and all incidents, problems and service requests are responded to in an efficient manner without negatively impacting SLA’s and reporting metrics in place. Provide on-call escalation support management. Responsible for the day to day vendor management of the offshore Helpdesk managed ...

provides guidance and recommendations to clients, strengthening the relationship as well as exceeding expectations. Establishes and leads operational meetings focused on ITSM governance and SLA adherence. Required Qualifications 8+ years of IT Service Management experience in a client-facing role, with meaningful exposure to mainframe (z/OS) managed service ...

detect before customer detects" culture within the shift team. Supplier & Partner Oversight Hold suppliers to account for response times, quality of engagement and SLA delivery during the shift. Escalate supplier performance issues into the daily governance cadence. Ensure supplier-led incidents are managed to Asda's standards. Change & Release Oversight ...

Managed Service work. Working with commercial teams on cost centres, profitability, pricing, and operational financial planning. Key measures Operational Excellence & Service Stability measured by: SLA/SLO attainment, incident reduction, MTTR, problem recurrence rate, quality of monitoring/alerting, operational readiness scores. Practice Growth & Commercial Performance measured by: revenue growth ...

Service Provider (MSP) Service Desk. You’ll manage a team of 6–8 Service Desk Engineers , ensuring high-quality IT support, strong customer service, SLA/KPI performance and continual service improvement. Key Responsibilities Lead, coach and develop a team of Service Desk Engineers Manage day-to-day Service Desk ...

Interfaces: IT Service Desk (1st Line) Infrastructure & 3rd Line Engineers Business system owners External suppliers and partners IT Operations Manager Measures of Success SLA adherence and ticket resolution times First-time fix rate/reducti ...

service reviews Identify improvement opportunities and process gaps and work with the relevant support groups and customers to make changes and realise benefits Ensure SLA breaches are highlighted and investigated and that all actions to prevent them reoccurring are performed Continual engagement with the Service on-boarding function (Service Design ...

relationships with customer stakeholders, becoming a trusted partner for Oracle Cloud service delivery and optimisation . Lead regular Service Review Meetings, presenting service performance, SLA achievements, risk management activities, and improvement initiatives. Manage customer escalations, major incidents, service risks, and business-critical issues through to successful resolution. Drive Continual Service ...

ensuring content is accurate, up-to-date, and accessible for both IT staff and end-users Performance Monitoring and Reporting: Track and report on SLA and KPI performance, identifying trends and opportunities for service improvement Provide insights and recommendations to improve service reliability and operational efficiency Skills, Knowledge and Expertise ...

PRINCE2 or PMI . Experience operating within highly regulated, secure environments with robust governance controls. Strong understanding of service management and working to challenging SLA targets Reasonable Adjustments: Respect and equality are core values to us. We are proud of the diverse and inclusive community we have built ...

APIs, debugging, exception handling, and application configuration. Production operations: Intermediate level of proficiency in incident triage, service restoration, impact assessment, root-cause analysis, escalation, SLA management, and stakeholder communication. DevOps: Intermediate level of knowledge of GitHub, Azure DevOps, source control, pull requests, CI/CD, and production release practices. Preferred ...

accurate vulnerability data, ensuring consistent reporting standards and clear ownership. Produce vulnerability reports, dashboards, and metrics that provide visibility of aging vulnerabilities, recurring issues, SLA breaches, and emerging trends. Support governance and compliance by ensuring adherence to vulnerability management processes, policies, standards, and risk exception procedures. Maintain audit-ready evidence ...

support or application support role. Experience supporting integrations between enterprise business applications. Practical experience with ticketing systems and support workflows, including impact-based prioritisation, SLA management, and accurate technical documentation. Strong troubleshooting and analytical skills, with the ability to investigate complex symptoms, interpret logs, and identify root cause. Working knowledge ...

permanent fix Forming collaborative action plans via the technical lead with specific actions, roles, and deadlines, and ensuring these are completed safely and within SLA Matrix management of people, processes and resources including third parties – including resolving conflict to move forward to resolution Issue all Major Incident communication and provide ...

Executive Management team, and report trends in process maturity and tool adoption Understand the impact of incidents, problems and changes on SLA targets, maintaining accurate data and reporting for processes owned within ITSM, and providing timely reporting to management via KPI dashboards Please note, applicants must have the legal right ...

Microsoft 365 (support, admin and migration), AWS, Virtualisation Hyper V/VMware Complete customer change requests in line with agreed change management process and SLA’s Progress and action all assigned tickets and ensure actions are fully documented in PSA tool Escalate tickets where necessary to 2nd/3rd Line ...

needed to support site stability. • Perform root cause analysis of equipment failures • Troubleshoot and report of facility and data sever-level events within internal SLA • Create and deploy new standard practices for Engineering Operations Technicians, Chief Engineers, and vendor support teams • Provide training and guidance to Engineering Operations Technicians • Ensure ...

selling processes.Leverage integrated Microsoft tools including Power Platform and Copilot capabilities.Dynamics 365 Customer Service:Design customer support and case management solutions.Improve service delivery processes, SLA management, knowledge bases, and customer self-service experience.Support customer experience and service transformation initiatives.Dynamics 365 Customer Insights:Design customer segmentation and audience strategies.Develop customer journey ...

recognised certifications (e.g. CompTIA Security+, SSCP, CEH, GCIH) or working towards Familiarity with SIEM platforms or IT service management tools Track record of meeting SLA-driven targets in a fast-paced environment Comfortable operating within a round-the-clock, shift-based service model If this sounds like a good ...

support, maintenance and delivery of the server infrastructure and associated technologies.**Main Duties and Responsibilities:*** Working on Incidents and tasks based on SLA* Maintenance of the Infrastructure estate including patching, updates, fault finding.* Planning and remediation of obsolete infrastructure on the platform.* Work with other teams to diagnose complex issues. ...

DHCP, VPN, Wi-Fi and connectivity troubleshooting; Experience using HaloITSM or a comparable ITSM platform to manage incidents, service requests, changes, problems, SLA performance and knowledge records; Experience supporting cyber security operations, endpoint protection, application control, vulnerability remediation and secure access practices; Strong problem-solving, communication and organisational skills; Ability ...

providing thought leadership and strategic guidance. Contributing to service design improvements, change proposals and roadmap development. Resolving complex and sensitive technical tickets while ensuring SLA and KPI compliance. This role is ideal for someone who understands the broader Modern Workplace ecosystem, including areas such as Endpoint Analytics, Defender vulnerabilities, Intune ...

infrastructure across EMEA offices and showrooms, covering corporate hardware lifecycles (Windows/MacOS), M365 systems, conferencing technology, and automated onboarding/offboarding workflows. Vendor SLA Management: Manage local and regional hardware vendors, telecom partners, field support agencies, and POS providers, holding them accountable to strict ticket resolution timelines via ServiceNow. ...