IT Problem & Escalation Manager

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