IT Problem & Escalation Manager

Berkeley Square IT; City Of London; Hybrid; GBP 60,000 - 80,000; Full time

Job summary

A leading IT solutions provider is seeking an experienced IT Problem and Escalation Manager to oversee IT operations, enhance user experiences, and drive technical innovations. The ideal candidate will manage complex issues, lead escalations, and ensure system performance within a hybrid working environment. Experience in IT systems management and infrastructure management is essential. This role presents an excellent opportunity for impactful work.

Qualifications

• Experience acting as a single point of contact for a broad range of technologies.
• Overseeing the management of internal and hosted software platforms.
• Experience in analysing, interpreting, solving, and explaining to non-technical users.

Responsibilities

• Resolve and control the root causes of incidents within Technology & Operations.
• Act as the go-to escalation manager for problems affecting multiple service teams.
• Monitor system performance and capacity, taking corrective actions as needed.
• Provide expert advice and coordinate on network and systems to solve complex issues.

Skills

IT Systems Management

Infrastructure Management

Complex Issue Resolution

Job description

Role

IT Problem and Esculation Manager - Hybrid working

My client is seeking an experienced and technically hands onIT 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.