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