Technical Resolution Manager

Foster + Partners

Technical Resolution Manager

London, Battersea

Permanent

Foster + Partners is a global studio for architecture, engineering, urban and landscape design, rooted in sustainability.

Responsibilities:

• Oversee the day-to-day operations of the EOC, ensuring proactive monitoring and efficient resolution of technical incidents. Manage the EOC function, including setting priorities, defining processes, and ensuring 24/7 operational coverage (if required).
• Develop and maintain monitoring tools, dashboards, and automated alerting systems to detect and address issues promptly.
• Incident and Problem Management: Serve as the highest escalation point for critical IT incidents, providing hands-on resolution and expert guidance.
• Conduct root cause analysis (RCA) for recurring problems and implement long-term solutions to prevent reoccurrence.
• Coordinate with internal and external teams during major outages or incidents to ensure swift recovery.
• Operational Excellence and Service Improvement:
• Identify areas for improvement in IT operations, driving initiatives that enhance performance, reliability, and user satisfaction. Define and track service-level agreements (SLAs) and key performance indicators (KPIs), ensuring adherence to organisational standards.
• Collaborate with stakeholders to align IT operational strategies with business objectives. T
• Technical Expertise and Leadership: Provide advanced technical support and act as a subject matter expert (SME) for infrastructure, applications, and network issues. Lead the implementation of new technologies, monitoring tools, and operational workflows in the EOC. Partner with IT teams on the design and deployment of new systems, ensuring smooth integration and operability.
• Vendor and Stakeholder Management: Manage relationships with external vendors to ensure timely delivery of services and support. Act as a liaison between technical teams and business units, ensuring clear communication and alignment on priorities.
• Reporting and Analytics: o Produce regular reports on incident trends, system performance, and EOC activities for senior management. Use data-driven insights to recommend operational changes and optimise processes.

Skills:

• Extensive experience in incident, problem, and change management within complex IT environments.
• Strong understanding of IT monitoring tools, such as SolarWinds, Logic Monitor, etc.
• Demonstrated ability to troubleshoot and resolve complex technical issues across infrastructure, applications, and networks.
• Excellent communication and stakeholder management skills, with the ability to convey technical concepts in business language.
• Hands-on expertise with ITIL processes and operational best practices.
• Analytical and detail-oriented, with a problem-solving mindset.
• Focus on continuous improvement.
• Strong leadership qualities, capable of managing teams under pressure.
• Collaborative and approachable, fostering positive relationships with stakeholders.

In return we offer a competitive basic salary and generous benefits package which includes 25 days holiday (exc bank holidays), Pension, DIS and discretionary annual bonus