G11 - Operations Support Engineer
Manage vendor SLAs and ticket lifecycles for legacy system support
Oversee end-to-end ticket management using Jira, ensuring proper categorization, prioritization, and resolution according to SLAs. Serve as the primary liaison between internal stakeholders, end users, and vendor support teams for legacy application support. Maintain operational processes, documentation, and knowledge base articles while coordinating system monitoring, maintenance windows, and user account management to support infrastructure ...
Why This Role?
Direct involvement in legacy system support with clear SLA ownership and stakeholder coordination
Key Responsibilities
- Manage and coordinate with application support vendors to ensure SLA adherence for legacy systems
- Oversee ticket lifecycle in Jira including categorization, prioritization, tracking, and reporting
- Act as liaison between end users and technical teams, managing expectations and communicating resolutions
- Maintain and improve operational processes, documentation, and knowledge base articles
- Coordinate planned maintenance, system updates, and data migration with minimal business disruption
Requirements
- Bachelor's degree in Computer Science, Information Technology, Engineering, or related field
- Minimum 3-5 years of experience in IT operations
- Experience with vendor management and stakeholder coordination
- Proficiency in ticketing systems such as Jira
- Knowledge of legacy system support and SLA monitoring
Required Skills
View Excerpt — Full Description at Manatal Career PagesShow more
Read the full description at Manatal Career Pages
Key Responsibilities: Vendor Management & Stakeholder Coordination Manage and coordinate with application support maintenance vendors to ensure adherence to service level agreements (SLAs) for legacy system support Serve as the primary point of contact between internal stakeholders, end users, and…
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