IT Operations Lead: Incident & Service Excellence

MORGAN MCKINLEY PTE. LTD.; Singapore; On-site; SGD 120,000 - 180,000; Full time

Job summary

Morgan Mckinley Pte Ltd is seeking an experienced Operations Manager to lead day-to-day IT operations, incident management, and problem management in a complex enterprise environment in Singapore. The role requires strong communication, solid technical understanding, and proven stakeholder-management skills, with 5–7 years of IT operations/management experience.

ITIL certification is mandatory, and candidates must be Singapore Citizens eligible for G50 clearance, willing to work 12-hour onsite

Qualifications

• Bachelor's degree in a related field.
• 5–7 years IT operations/management experience, preferably in a matrix environment.
• Experience in Java application support and infrastructure technologies including Network, Storage, Windows, Linux, Web/Application, and Middleware.
• Strong understanding of Incident and Problem Management.
• Excellent communication, customer management, analytical, and problem-solving skills.
• ITIL certification is mandatory.
• Singapore Citizen with eligibility for G50 clearance.
• Willing to work 12-hour onsite shifts according to roster.

Responsibilities

• Manage IT operations and support engineers across internal, subcontractor, and third-party teams.
• Coordinate customer communication, operational meetings, and weekly/service reporting.
• Lead major incidents and crisis situations through to timely resolution.
• Ensure incidents meet agreed SLA requirements and elevate potential breaches.
• Coordinate multiple support teams to drive timely incident resolution.
• Conduct incident reviews, trend analysis, and continuous service improvement.
• Lead Root Cause Analysis (RCA) and drive corrective/preventive actions.
• Manage problem tickets, known errors, and Problem Management KPIs.
• Work closely with customers and technical teams on operational and maintenance activities.
• Work 12-hour onsite shifts based on roster.

Skills

IT operations

Incident management

Problem management

Java support

Network infra

Windows/Linux

ITIL

Stakeholder mgmt

Communication

Matrix environment

On-site shifts

Education

Bachelor's degree

Job description

Morgan Mckinley Pte Ltd is seeking an experienced Operations Manager to lead day-to-day IT operations, incident management, and problem management in a complex enterprise environment in Singapore. The role requires strong communication, solid technical understanding, and proven stakeholder-management skills, with 5–7 years of IT operations/management experience.

ITIL certification is mandatory, and candidates must be Singapore Citizens eligible for G50 clearance, willing to work 12-hour onsite