Help Desk Support Engineer

DBiz.ai; Singapore; On-site; SGD 60,000 - 90,000; Full time

Job summary

DBiz.ai is seeking an ICT Operations Support resource to take over operational handover and steady-state management of client workplace connectivity and mobility services across multiple client projects.

You will coordinate service management continuity, maintain funding visibility, oversee device operations, and drive improvements with security-conscious operating models for diverse user populations.

Qualifications

• Experience in large-enterprise ICT environments supporting multiple stakeholders and vendors.
• Strong understanding of ICT service delivery, operations, service management, and vendor management.
• Familiarity with asset/device lifecycle management and access-control concepts.
• Ability to reconcile funding, billing, subscriptions, asset, and service records.

Responsibilities

• Portfolio Operations, Funding and Service Management: review IT processes, track subscriptions, billing, and funding codes, and maintain operational visibility.
• Service Management Operations & Continuity: document assumptions, coordinate day-to-day activities, manage service requests, quotas, and site operations.
• Mobility and Device Operations: oversee mobility procurement, device/account mapping, onboarding, handover, and termination.
• Service Flexibility and Security Controls: explore differentiated operating models for target audiences and coordinate security controls feasibility.
• Governance, Documentation and Continuous Improvement: maintain trackers, SOPs, RACI matrices, and handover packs; identify gaps and drive improvements.

Skills

Stakeholder coordination

Service management

Vendor management

Documentation

Process mapping

Job description

We are seeking an ICT Operations Support resource to support operational takeover and steady-state management of client workplace connectivity and mobility services (e.g., enterprise network services, mobile services, and related support services) across multiple client projects. The role will provide continuity across multiple stakeholders, drive day-to-day operational follow-through, maintain service and funding visibility, support service management continuity, oversee mobility/device operations, and coordinate service improvements and security-conscious operating models for different user populations.

Primary Responsibilities

• Portfolio Operations, Funding and Service Management
• Review current IT processes, structures, and ways of working to understand how well they support business needs.
• Manage and track subscriptions, billing, cost recovery, funding codes (e.g., AOR/WBS), procurement/logistics interfaces, utilisation, and payment reconciliation.
• Maintain the operational picture for service requests, quotas, migrations, lease extensions, outstanding actions, and key dependencies.
• Coordinate internal teams, client stakeholders, service managers, finance/funding, procurement, and other supporting parties to drive actions to closure.
• Service Management Operations & Continuity
• Gather and document key assumptions that will guide IT improvements.
• Coordinate day-to-day service management activities and interfaces covering subscriptions, billing, service requests, quotas, site operations, and escalation.
• Track service staffing, contract, funding, access/clearance requirements (where applicable), and understudy/replacement arrangements to mitigate transition risks.
• Mobility and Device Operations
• Oversee mobility procurement, demand, device/account mapping, configuration, onboarding, handover, replacement, reassignment, and termination.
• Maintain accurate device, subscription, and user entitlement records and coordinate resolution of operational issues.
• Service Flexibility and Security Controls
• Support exploration of differentiated operating models for different target audiences, including eligibility, approvals, and provisioning arrangements.
• Coordinate assessment of proportionate security controls for different user populations (e.g., temporary staff), including feasibility/governance of device-based access controls (e.g., MAC-based access/whitelisting) where applicable.
• Governance, Documentation and Continuous Improvement
• Maintain action/decision trackers, SOPs, RACI matrices, process flows, and the Operations Handbook / Handover Pack.
• Identify gaps and improvement opportunities and coordinate implementation with relevant service, security, and technical owners.

Key Requirements

• Experience in large-enterprise ICT environments supporting multiple stakeholders and vendors.
• Strong understanding of ICT service delivery, operations, service management, and vendor management.
• Familiarity with asset/device lifecycle management, endpoint provisioning, software baseline controls, and access-control concepts.
• Ability to work with funding, billing, subscription, asset, and service records and reconcile operational dependencies.
• Strong discipline in documentation, process visualisation, and action tracking.

Soft Skills

• Strong coordination, analytical, and problem-solving skills with disciplined follow-through.
• Excellent written and verbal communication and stakeholder facilitation skills.
• Ability to communicate operational and security considerations clearly to both service and non-specialist stakeholders.