ICT Operations & Service Delivery Engineer

USER EXPERIENCE RESEARCHERS PTE. LTD; Singapore; On-site; SGD 52,000 - 78,000; Full time

Job summary

USER EXPERIENCE RESEARCHERS PTE. LTD seeks an IT Operations professional to manage ICT service requests, incidents, and daily administration in a busy environment.

You will coordinate with government agencies, MSPs, and vendors to meet SLAs, maintain audit trails, and administer Microsoft 365 services and access management. The role requires a diploma/degree in IT and at least 2 years in IT operations.

Qualifications

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

Responsibilities

• Raise, track, and manage ICT service requests, incidents, and operational support activities.
• Coordinate with relevant government agencies, 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 elevate service delivery issues where necessary.
• Maintain accurate records and audit trails for operational activities.
• 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.
• Act as the liaison between the client 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.
• 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.
• 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.

Skills

IT operations

Vendor management

MS 365

IT governance

Security & compliance

Education

IT-related degree or diploma

Tools

Microsoft 365 suite

ITSM tools

Job description

USER EXPERIENCE RESEARCHERS PTE. LTD seeks an IT Operations professional to manage ICT service requests, incidents, and daily administration in a busy environment.

You will coordinate with government agencies, MSPs, and vendors to meet SLAs, maintain audit trails, and administer Microsoft 365 services and access management. The role requires a diploma/degree in IT and at least 2 years in IT operations.