IT Problem & Escalation Manager

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

Under the guidance of the Lead IT Engineer, you'll coordinate the Engineering team, design technical architecture, and implement solutions aligned with our IT strategy. You'll also provide expert advice on IM&T network and systems, and manage the day-to-day support and administration of our IM&T infrastructure, ensuring services meet SLAs.

Main duties of the job

What you'll be doing:

• 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 IM&T 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 IM&T 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.

About us

At NHS Resolution, we operate as an arms-length body under the Department of Health and Social Care. Our expertise lies in claims management, dispute resolution, and knowledge sharing within the NHS. Our mission is to provide the NHS with the expertise needed to resolve concerns fairly, share insights for continuous improvement, and preserve resources for patient care.

Discover more about us on our careers site here .

What we're looking for

• Degree or Equivalent: Computer-related Degree or relevant technical or specialist experience and training.
• Certifications: Azure Fundamentals, Azure Administrator Associate, Microsoft 365 Fundamentals, Windows Server Hybrid Administrator Associate, or VMWare Certified Technical Associate or Professional, Prince 2.
• 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.

We recognise some candidates may wish to use AI to support their application. We do not prohibit such use but please clearly indicate in your application if you have used AI.

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.