Operations Support Engineer - KT

Key Responsibilities

ICT Operations & Service Request Management

. Raise, track, and manage ICT service requests, incidents, and operational support activities.

. Coordinate with GovTech, managed service providers, and vendors to fulfil requests within agreed SLAs.

. Review and validate service request submissions, approvals, and fulfilment evidence.

. Monitor request backlog, follow up on outstanding requests, and escalate service delivery issues where necessary.

. Maintain accurate records and audit trails for operational activities.

IT Administration & User Support

. Administer Microsoft 365 services, including Exchange Online, Teams, SharePoint Online, OneDrive, Entra ID, and Intune.

. Support user onboarding, offboarding, and access management processes.

. Manage user accounts, shared mailboxes, distribution lists, licences, and security groups.

. Coordinate endpoint provisioning, software installation, and workplace technology support.

Vendor & Service Delivery Management

. Act as the liaison between Customer and ICT service providers.

. Monitor vendor performance against SLAs and KPIs.

. Review service reports and validate completed work before acceptance.

. Participate in operational and service review meetings.

Governance, Security & Compliance

. Support ICT governance, audit, risk management, and cybersecurity activities.

. Conduct periodic access reviews and support compliance exercises.

. Ensure ICT processes and documentation remain current and audit-ready.

Asset & Operations Support

. Maintain ICT asset inventory and software licence records.

. Support asset verification, refresh, replacement, and disposal activities.

. Assist in incident management, problem management, and operational reporting.

Requirements

Qualifications

. Diploma or Degree in Information Technology, Computer Science, Information Systems, or a related discipline.

Experience

. Minimum 2 years of experience in IT operations, IT administration, service management, or infrastructure support.

. Experience supporting Microsoft 365 and workplace technologies.

. Experience working with vendors and managed service providers.

. Familiarity with IT service management processes and tools.

Preferred Experience

. Experience working within the Singapore Government ICT environment.

. Familiarity with WOG ICT processes, governance, and support models.

. Experience using Government ICT support portals such as:

o ITSM Portal

o SGMail Administration Portal

o EUSS Portal

. Experience supporting user provisioning, access management, email administration, and workplace technology services.

Key Competencies

. IT Administration

. Service Request Management

. Vendor Coordination

. Customer Service Excellence

. Stakeholder Management

. Problem Solving and Analytical Skills

. Attention to Detail

. Operational Governance and Compliance

. Communication & Interpersonal Skills

Working Location : West Central

..We regret to inform that only shortlisted candidates will be notified. Personal data collected will be used for recruitment purposes..