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IT Problem & Escalation Manager

  • Permanent
  • London, United Kingdom

IT Problem and Esculation Manager – Hybrid working

My client is seeking an experienced and technically hands on IT Problem and Esculation Manager

This is a fantastic opportunity to make a real impact by ensuring smooth IT operations, improving user experiences, and driving technological innovation.

The Role:

  • Tackling Root Causes: Resolve and control the root causes of incidents within Technology & Operations, ensuring they don’t happen again.
  • Leading Escalations: Act as the go-to escalation manager for problems affecting multiple service teams. Strong problem-solving and analytical skills, with the ability to make decisions under tight SLAs.
  • Monitoring: Monitor system performance and capacity, taking corrective actions as needed.
  • Expert Coordination: Provide expert advice and coordinate on network and systems solve complex business issues and maintain service continuity during disruptions.
  • Daily Systems Management: Oversee the day-to-day management, support, and administration of the infrastructure, ensuring services meet SLAs. To solve complex business issues and maintain service continuity during disruptions.
  • System Optimisation: Develop & Implement System processes to enhance infrastructure performance
  • Team management: Coordinate additional technical support for issues that cannot be resolved within the team, including liaising with third-party suppliers. Plan and recommend enhancements to improve staff capacity and support processes.

Candidates MUST have the following skills / experience:

  • IT Systems Management: Experience acting as a single point of contact for a broad range of technologies across Infrastructure, Networking, and Cloud. Ensure the uptime of cloud-based systems, Servers, and web apps through proactive monitoring and maintenance.
  • Infrastructure Management: Experience in Overseeing the management of internal and hosted software platforms, Virtualised environment Azure, Entra ID, M365, and other cloud-based products. Patching and vulnerability management. Experience with High Availability and Disaster Recovery solutions.
  • Complex Issue Resolution: Experience in Analysing, interpreting, solving, and explaining to non-technical users.

CVs to Nick ASAP for immediate review

To apply for this job email your details to info@bsqtalent.com.

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