Technical Escalation Manager

Jobtailor; Birmingham; On-site; GBP 70,000 - 120,000; Full time

Job summary

Spherica is seeking an experienced IT Infrastructure Lead to oversee the delivery of managed services, including the management of infrastructure, network, and security estates. You will act as the main technical escalation point and drive major incident resolutions to uphold customer satisfaction.

In this role you will support delivery leads, implement customer initiatives, and ensure contractual deliverables are met while guiding onboarding and training of technical teams.

Qualifications

• High levels of gravitas and confidence in dealing with senior stakeholders.
• Strong leadership skills.
• Comprehensive understanding of IT Infrastructure, Network, and Security environments.

Responsibilities

• Overseeing the successful delivery of technical managed services to customers.
• Overall management and maintenance of Infrastructure, Network, and Security estates.
• Acting as the primary technical escalation point for customers and Spherica’s technical teams.
• Leading technical investigations and resolutions of major incidents and issues to maintain customer satisfaction.
• Supporting the Technical Delivery Leads in implementing customer initiatives and improvements.
• Take ownership in ensuring compliance with customer contractual deliverables.
• Support Operational Management with onboarding and continued training of Spherica’s technical teams.

Skills

Leadership

Stakeholder management

IT infrastructure

Networking

Security

Job description

Overview

• Overseeing the successful delivery of technical managed services to Spherica’s Customers
• Overall management and maintenance of their Infrastructure, Network, and Security estates
• Acting as the primary technical escalation point for customers and Spherica’s technical teams
• Leading technical investigations and resolutions of major incidents and issues to maintain customer satisfaction
• Supporting the Technical Delivery Leads in implementing customer initiatives and improvements
• Take ownership in ensuring compliance with customer contractual deliverables
• Support Operational Management with the onboarding and continued training of Spherica’s technical teams

Requirements

• High levels of gravitas and confidence in dealing with senior stakeholders
• Strong leadership skills
• Comprehensive understanding of IT Infrastructure, Network, and Security environments