Senior Engineer - SIP & Third Party Integration Tools

Job Summary

Provide first‑level support and coordination for services delivered by managed third‑party vendors, ensuring accurate ticket handling, timely escalation, and effective communication between internal teams and external providers.

Key Responsibilities

Act as single point of contact for incidents and requests involving third‑party vendors\r\n Log, categorize, and prioritize tickets related to vendor‑supported services\r\n Perform initial triage and validation before vendor escalation\r\n Coordinate and track vendor escalations as per contracts and OLAs\r\n Monitor ticket progress and ensure timely updates and follow‑ups\r\n Communicate status and resolutions to internal stakeholders and users\r\n Validate vendor resolutions against agreed SLAs and quality standards\r\n Update ticket notes, documentation, and knowledge articles accurately\r\n Identify recurring vendor issues and escalate trends to L2 / Vendor Management\r\n Support SLA reporting by maintaining clean and accurate ticket data

Skill Requirements

Basic understanding of ITIL / Incident & Request Management\r\n Familiarity with third‑party support models\r\nITSM tools experience (Service Now or equivalent)\r\n Strong communication and coordination skills\r\n Attention to detail and process adherence

Other Requirements

Customer‑focused and service‑oriented mindset\r\n Clear verbal and written communication\r\n Ability to follow defined escalation procedures\r\n Team collaboration and ownership attitude