Operations Support Engineer

Key Responsibilities:

A. 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 elevate issues when SLAs are at risk of being breached
• Facilitate regular vendor review meetings and performance assessments

B. Ticket Management & Issue Resolution

• Oversee the end-to-end ticket lifecycle using Jira, ensuring proper categorization, prioritization, 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 r...