As an Operations Support Engineer, you will be at the frontline of maintaining the reliability and security of mission-critical government digital services. You will bridge the gap between technical operations and user experience, ensuring that incidents are managed efficiently and system uptime is maximized. You will be a power user of Zendesk for service desk management and Jira for technical escalation and sprint-based bug tracking.

• Incident & Service Request Management: Act as the primary point of contact for technical issues. Manage the full ticket lifecycle in Zendesk , ensuring all user queries are addressed within stipulated SLAs.
• Technical Triage & Escalation: Investigate complex technical issues reported by agency stakeholders. Use Jira to document bugs, link them to relevant project epics...