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