IT Operations Assistant Manager (Day 2 Support)

ST Engineering; Singapore; On-site; SGD 70,000 - 110,000; Full time

Job summary

ST Engineering is seeking an IT Operations Assistant Manager (Day 2 Support) to lead day-to-day IT operations, driving incident resolution, ticket management, and system stability across applications and infrastructure. The role requires coordinating with cross-functional teams, driving RCA follow-ups, and ensuring timely ticket closures in a 24/7 environment.

The incumbent will supervise incident triage, monitor performance, and ensure deployment readiness, with close collaboration to SDM and

Qualifications

• Minimum 3 years in IT operations or support management.
• Strong incident resolution and ticket handling experience.
• Familiar with ITIL processes and service-management tools.

Responsibilities

• Drive end-to-end resolution of incidents, service requests, and operational issues
• Manage and prioritize ticket queues to ensure timely closure within SLAs
• Coordinate with application, infrastructure, and vendor teams for issue resolution
• Act as the central point for Day 2 issue triage and coordination
• Ensure incidents are properly diagnosed, resolved, and documented
• Support root cause analysis (RCA) activities and ensure follow-up actions are executed
• Monitor and reduce recurring incidents through proactive actions
• Ensure availability and stability of applications and infrastructure systems
• Monitor system performance, logs, and alerts to detect issues early
• Take proactive actions to prevent outages and minimize service disruption
• Assign tasks, track progress, and ensure accountability across teams
• Provide guidance on troubleshooting and resolution approaches
• Ensure operational readiness for deployments and system changes
• Support implementation of changes with minimal service disruption
• Validate post-deployment stability and ensure issue resolution
• Provide clear and timely updates on incident status and resolution progress
• Escalate risks, delays, or service impacts to the SDM where required
• Maintain transparency on operational performance and ticket closure status

Skills

Incident management

Ticket management

ITIL

Stakeholder coordination

24/7 operations

Root cause analysis

Tools

ITSM tools

Monitoring tools

Job description

Title: IT Operations Assistant Manager (Day 2 Support)

Job ID: 22488

Location: ST Electronics Hub, SG

Description

We are seeking an experienced IT Operations Assistant Manager (Day 2 Support) to lead the execution of day-to-day IT operations, focusing on incident resolution, ticket management, and system stability across applications and infrastructure. This role is primarily responsible for driving resolution of operational issues with technical teams, ensuring timely closure of tickets and maintaining system uptime. The role works closely with the Service Delivery Manager (SDM), who governs ITIL processes, while the IT Operations Manager ensures effective execution.

Job Description

• Drive end-to-end resolution of incidents, service requests, and operational issues
• Manage and prioritize ticket queues to ensure timely closure within SLAs
• Coordinate with application, infrastructure, and vendor teams for issue resolution
• Act as the central point for Day 2 issue triage and coordination
• Ensure incidents are properly diagnosed, resolved, and documented
• Support root cause analysis (RCA) activities and ensure follow-up actions are executed
• Monitor and reduce recurring incidents through proactive actions
• Ensure availability and stability of applications and infrastructure systems
• Monitor system performance, logs, and alerts to detect issues early
• Take proactive actions to prevent outages and minimize service disruption
• Assign tasks, track progress, and ensure accountability across teams
• Provide guidance on troubleshooting and resolution approaches
• Ensure operational readiness for deployments and system changes
• Support implementation of changes with minimal service disruption
• Validate post-deployment stability and ensure issue resolution
• Provide clear and timely updates on incident status and resolution progress
• Escalate risks, delays, or service impacts to the SDM where required
• Maintain transparency on operational performance and ticket closure status

Job Requirements

• Minimum 3 years’ experience in IT operations / support management
• Strong hands‑on experience in incident and ticket management environments
• Ability to coordinate across applications, infrastructure, and vendor teams
• Strong troubleshooting, prioritization, and decision‑making skills
• Familiarity with ITIL processes and service management tools
• Experience in critical or 24/7 operations environments