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- Tasks: Lead IT problem resolution and ensure smooth operations while managing escalations.
- Company: Join a forward-thinking company focused on technological innovation and user experience.
- Benefits: Enjoy hybrid working, competitive salary, and opportunities for professional growth.
- Why this job: Make a real impact in IT while collaborating with diverse teams and solving complex challenges.
- Qualifications: Must have experience in IT systems management, infrastructure, and complex issue resolution.
- Other info: Immediate CV submissions are encouraged for quick review.
The predicted salary is between 36000 - 60000 £ per year.
My client is seeking an experienced and technically hands-on IT Problem and Escalation 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 to 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.
- 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.
IT Problem & Escalation Manager employer: Berkeley Square IT Ltd
Contact Detail:
Berkeley Square IT Ltd Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land IT Problem & Escalation Manager
✨Tip Number 1
Familiarise yourself with the latest trends and technologies in IT systems management, especially around cloud services like Azure and M365. This knowledge will not only help you during interviews but also demonstrate your commitment to staying current in a rapidly evolving field.
✨Tip Number 2
Prepare specific examples of how you've successfully resolved complex IT issues in the past. Being able to articulate your problem-solving process and the impact of your solutions will showcase your analytical skills and experience effectively.
✨Tip Number 3
Network with professionals in the IT industry, particularly those who work in problem management or escalation roles. Engaging with them can provide insights into the role and may even lead to referrals or recommendations for your application.
✨Tip Number 4
Demonstrate your leadership skills by discussing any experience you have in managing teams or coordinating with third-party suppliers. Highlighting your ability to lead and collaborate effectively will be crucial for this role.
We think you need these skills to ace IT Problem & Escalation Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in IT systems management, infrastructure management, and complex issue resolution. Use specific examples that demonstrate your problem-solving skills and technical expertise.
Craft a Compelling Cover Letter: Write a cover letter that addresses the key responsibilities of the IT Problem & Escalation Manager role. Emphasise your ability to tackle root causes, lead escalations, and monitor system performance, showcasing how you can make a real impact.
Highlight Technical Skills: Clearly list your technical skills related to cloud-based systems, Azure, Entra ID, M365, and other relevant technologies. Mention any experience with High Availability and Disaster Recovery solutions to strengthen your application.
Showcase Team Management Experience: If you have experience coordinating technical support or managing teams, be sure to include this in your application. Highlight your ability to liaise with third-party suppliers and recommend enhancements for improved processes.
How to prepare for a job interview at Berkeley Square IT Ltd
✨Understand the Technical Landscape
Familiarise yourself with the specific technologies mentioned in the job description, such as Azure, Entra ID, and M365. Being able to discuss your experience with these systems will demonstrate your technical expertise and readiness for the role.
✨Prepare for Problem-Solving Scenarios
Be ready to discuss past experiences where you successfully resolved complex issues. Use the STAR method (Situation, Task, Action, Result) to structure your answers, showcasing your analytical skills and decision-making under pressure.
✨Showcase Your Leadership Skills
As an IT Problem and Escalation Manager, you'll need to lead teams and coordinate with third-party suppliers. Prepare examples of how you've managed teams or escalated issues effectively, highlighting your communication and coordination abilities.
✨Ask Insightful Questions
Prepare thoughtful questions about the company's IT operations and challenges they face. This shows your genuine interest in the role and helps you assess if the company is the right fit for you.
