G11 - Operations Support Engineer

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 vendor support teams Monitor vendor performance and escalate issues when SLAs are at risk of being breached Facilitate regular vendor review meetings and performance assessments Ticket Management & Issue Resolution Oversee the end-to-end ticket lifecycle using Jira, ensuring proper categorisation, prioritisation, and tracking of support requests Monitor ticket queues and ensure timely assignment and resolution according to established SLAs Coordinate L1, L2, and L3 support activities with vendor teams for legacy applications Provide regular reporting on ticket volumes, resolution times, and user satisfaction metrics User Support & Communication Act as the liaison between end users and technical support teams, ensuring clear communication of issues and resolutions Manage user expectations regarding resolution timelines and system limitations Gather user feedback and identify recurring issues that may require process improvements Conduct user communication regarding planned maintenance, system updates, and known issues Process Management & Documentation Maintain and improve operational processes for legacy system support in alignment with Product Management methodologies Ensure all support activities are properly documented and comply with audit requirements Develop and maintain knowledge base articles and troubleshooting guides Create and present regular status reports to management and stakeholders System Support Handle routine operational tasks including system monitoring, basic troubleshooting, and user account management Coordinate planned maintenance windows and system updates with minimal business disruption Manage day-to-day operational activities to free up core team capacity for strategic product development Conduct system audits, compliance checks, and technical assessments to ensure infrastructure integrity and regulatory adherence. Oversee system modifications and coordinate data migration activities to support new product development with minimal downtime. Required Skills & Qualifications: Essential Requirements Bachelor's degree in Computer Science, Information Technology, Engineering, or related field Minimum 3-5 years of experience in IT operations, application support, or vendor management roles Proven experience managing external vendors and ensuring SLA compliance Strong proficiency with Jira for ticket management and workflow automation Excellent stakeholder management skills with ability to communicate technical issues to non-technical audiences Strong problem-solving abilities and analytical thinking Excellent written and verbal communication skills Experience working within Product Management frameworks and agile methodologies is preferred Technical Skills Experience with ITSM tools Understanding of incident management and change management processes Basic knowledge of application monitoring and performance management tools Familiarity with on premise systems and their monitoring capabilities Knowledge of scripting for process automation (good to have) Soft Skills Strong interpersonal skills with ability to build relationships across different teams Proactive approach to identifying and resolving potential issues Ability to work under pressure and manage multiple priorities simultaneously Customer service orientation with focus on user satisfaction Collaborative mindset with ability to work effectively in cross-functional teams Adaptability to changing priorities and business requirements Preferred Qualifications Previous experience in government or public sector IT environments Certification in ITIL or similar service management frameworks Experience with legacy system modernisation projects Knowledge of information security practices and compliance requirements Experience with reporting and dashboard creation tools