IT Problem & Escalation Manager

at  NHS Resolution

THE OPPORTUNITY

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.

WHO WE ARE

At NHS Resolution, we operate as an arm’s 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 https://jobs.resolution.nhs.uk/.

• 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 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. 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.