IT Operations Lead - Incident & Service Improvement

Morgan McKinley; Singapore; On-site; SGD 90,000 - 150,000; Full time

Job summary

Morgan McKinley is seeking an experienced Operations Manager to lead day-to-day IT operations, incident management, and problem management in a complex enterprise environment. You will collaborate with customers, internal teams, support engineers, contractors, and third-party maintainers to ensure stability and timely resolution.

The role requires strong communication, stakeholder management, and hands-on technical knowledge across Java applications, networks, and ITIL processes.

Qualifications

• Bachelor's degree in Business, Computer Science, IT, or related field.
• 5-7 years IT operations/management experience in a matrix environment.
• Experience in Java application support and infra technologies incl. Network, Storage, Windows, Linux, Web/App, Middleware.
• Strong Incident and Problem Management knowledge.
• Excellent communication and stakeholder management skills.
• ITIL certification is mandatory.
• Singapore Citizen with eligibility for G50 clearance.
• Willing to work 12-hour onsite shifts per 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 crises through timely resolution.
• Ensure incidents meet SLA requirements and address potential breaches.
• Coordinate multiple support teams to drive timely incident resolution.
• Conduct incident reviews, trend analysis, and continuous service improvement.
• Lead RCA and drive corrective/preventive actions.
• Manage problem tickets, known errors, and PM KPIs.
• Collaborate with customers and technical teams on maintenance activities.
• Work 12-hour onsite shifts according to roster.

Skills

Strong communicator

Stakeholder management

Incident management

Problem management

IT operations

Technical understanding

Analytical skills

Self-motivated

Under pressure

Education

Bachelor's degree in relevant field

Tools

Java

Networking

Windows

Linux

Middleware

Storage

Web technologies

Job description

Morgan McKinley is seeking an experienced Operations Manager to lead day-to-day IT operations, incident management, and problem management in a complex enterprise environment. You will collaborate with customers, internal teams, support engineers, contractors, and third-party maintainers to ensure stability and timely resolution.

The role requires strong communication, stakeholder management, and hands-on technical knowledge across Java applications, networks, and ITIL processes.