Working Hours: Monday – Thursday (8.30am –
6pm), Friday (8.30am – 5.30pm) (Hybrid working arrangement)
Working Location: Central
Salary Package: SGD 9,000 + AWS
Employment Type: Contract
Responisbilities:
- Manage and coordinate with application support and maintenance vendors to ensure adherence to SLAs for legacy system support
Act as the primary point of contact between internal stakeholders, end users, and vendor support teams - Monitor vendor performance, track SLA compliance, and escalate risks or breaches promptly
- Facilitate regular vendor review meetings and performance assessments
- Oversee the end-to-end ticket lifecycle in Jira, ensuring accurate categorisation, prioritisation, assignment, and tracking
- Monitor ticket queues and drive timely resolution in accordance with established SLAs
- Coordinate L1, L2, and L3 support activities across vendor teams for legacy applications
- Produce regular reports on ticket volumes, resolution timelines, and user satisfaction metrics
- Serve as liaison between end users and technical support teams to ensure clear communication of issues and resolutions
- Manage user expectations on resolution timelines and system limitations
- Gather user feedback, identify recurring issues, and recommend process improvements
- Communicate planned maintenance, system updates, and known issues to users
- Maintain and enhance operational processes for legacy system support aligned with product management practices
- Ensure support activities are well-documented and compliant with audit and governance requirements
- Develop and maintain knowledge base articles, SOPs, and troubleshooting guides
- Prepare and present regular operational status reports to management and stakeholders
- Perform routine operational tasks including system monitoring, basic troubleshooting, and user account management
- Coordinate maintenance windows and system updates with minimal business disruption
- Manage day-to-day operational activities to free up core teams for strategic initiatives
- Conduct system audits, compliance checks, and technical assessments to ensure infrastructure integrity and regulatory adherence
- Oversee system modifications and coordinate data migration activities with minimal downtime
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
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Wong Siew Ting (Maeve) - R25127375
ScienTec Consulting Pte Ltd - 11C5781