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About the Role
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
- 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 ...
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