Lead Infra Engr, OneCare Support

NCS Pte Ltd; Singapore; On-site; SGD 80,000 - 100,000; Full time

Job summary

A leading technology services firm in Singapore is seeking an Operations Manager (OneCare) to oversee daily field and service operations. The role involves managing corrective and preventive maintenance activities, ensuring compliance with standards, and leading a diverse team. Candidates should possess a bachelor's degree, experience with Windows systems, and strong interpersonal skills. The position offers the opportunity to drive continuous service improvement and participate in high-impact projects.

Qualifications

• Experience in Windows-based systems and infrastructure projects.
• Familiarity with monitoring tools and systems management solutions.

Responsibilities

• Oversee daily field and service operations for corrective and preventive maintenance.
• Support the Operations Director in managing technical certifications and training.
• Drive process governance and quality assurance for maintenance activities.
• Lead root-cause analysis and continuous service improvement initiatives.
• Manage hardware spares stock availability and spares management strategies.
• Coordinate with sales specialists and partners for new contracts and technical compliance.
• Participate in maintenance tenders and operational costing models.
• Prepare regular operations performance reports for management.

Skills

Excellent problem-solving and troubleshooting skills

Strong communication and interpersonal abilities

Team player and positive attitude

Education

Bachelor's degree or higher in relevant field

Tools

ITIL IT Service management

Network Management Information Systems (NMIS)

Job description

NCS is a leading technology services firm that operates across the Asia Pacific region in over 20 cities, providing consulting, digital services, technology solutions, and more. We believe in harnessing the power of technology to achieve extraordinary things, creating lasting value and impact for our communities, partners, and people. Our diverse workforce of 13,000 has delivered large‑scale, mission‑critical, and multi‑platform projects for governments and enterprises in Singapore and the APAC region.

We’re searching for an Operations Manger (OneCare) to be part of our diverse team of talent here at NCS!

Overview

As an Operations Manger (OneCare) you will represent OneCare Support shared services covering system and cyber operation for all OneCare Maintenance support business

What will you do?

Key Responsibilities

• Operational Leadership & Governance
  • Oversee day‑to‑day field and service operations through a team of Operations Leads, ensuring timely and effective execution of Corrective and Preventive Maintenance (CM/PM) activities.
  • Manage manpower planning and roster rotation to ensure 24×7 coverage and adherence to contractual SLA and escalation procedures.
  • Drive operational readiness, standardization, and compliance with established maintenance processes and documentation standards.
  • Monitor and maintain an optimal resource‑to‑incident ratio, balancing manpower utilization, cost efficiency, and service quality.
• People Development & Competency Management
  • Support the Operations Director in ensuring all engineers and team leads maintain required technical certifications, OEM accreditations, and mandatory trainings.
  • Identify competency gaps, coordinate structured training plans, and track skills matrix for the entire operations team.
  • Mentor and coach team leads to strengthen technical depth, customer communication, and incident ownership.
• Process Governance & Quality Assurance
  • Define, maintain, and continuously enhance Standard Operating Procedures (SOPs) covering preventive maintenance, corrective maintenance, escalation handling, and reporting.
  • Develop standardized and reusable templates, checklists, and documentation frameworks to ensure consistent and high‑quality delivery of engineering works on the ground.
  • Conduct periodic site audits and quality checks to validate adherence to SOPs, safety guidelines, and customer specifications.
  • Drive lessons‑learned sharing and ensure operational best practices are updated and institutionalized across all service teams.
• Service Quality & Continuous Improvement
  • Lead root‑cause analysis and post‑incident reviews to identify systemic issues and preventive measures.
  • Collaborate with internal teams to streamline workflows, reduce turnaround time, and enhance customer experience.
  • Champion continuous service improvement (CSI) initiatives, process automation, and dashboard reporting for OneCare Support operations.
  • Track and optimize resource utilization against incident ticket volume, ensuring manpower deployment is aligned with workload patterns and SLA performance targets.
  • Analyze operational metrics and provide data‑driven recommendations to improve productivity, cost efficiency, and SLA attainment.
• Asset & Spares Management
  • Involvement with hardware spares stock availability and sparing strategy to ensure adequate coverage and readiness to meet contractual SLAs.
  • Work closely with the Operations leads to forecast demand based on device population, failure trends, and incident history.
  • Maintain visibility of critical spares inventory, repair turnaround times, and vendor RMA status to minimize downtime.
  • Participate in defining spares stocking policy, shelf‑life management, and replenishment triggers aligned to operational efficiency.
  • Involved to review monthly sparing utilization and adjust strategies to balance cost, coverage, and service assurance.
• Vendor, Partner & Customer Interface
  • Coordinate with Sales Specialists and Presales teams on new maintenance contracts, renewal opportunities, and technical compliance reviews during tenders.
  • Liaise with key OEM and downstream partners (e.g., Cisco, Check Point, Fortinet, Aruba, Alcatel, etc.) for escalation support, RMA handling, and back‑to‑back SLA commitments.
  • Support vendor performance evaluation and maintain strong working relationships to ensure timely issue resolution.
• Commercial & Compliance Support
  • Participate in maintenance tenders, resource estimation, and operational costing models in collaboration with Presales and Finance.
  • Collaborate with Presales on operational inputs (manpower, tools, spares, subcontractor support) are accurately reflected in proposals and contract documents.
  • Track operational expenditure and drive initiatives to reduce cost per incident without compromising SLA compliance.
• Reporting & Communication
  • Prepare regular operations performance reports and dashboards for management review.
  • Support the Ops Director in executive updates, audits, and client operations reviews.
  • Ensure accurate escalation documentation and timely communication across all operational stakeholders.

The ideal candidate should possess:

• Bachelor's degree or higher in relevant field.
• Experience in Windows‑based systems and infrastructure projects
• Proficiency in ITIL IT Service management and Network Management Information Systems (NMIS)
• Familiarity with monitoring tools and systems management solutions.
• Excellent problem‑solving and troubleshooting skills.
• Strong communication and interpersonal abilities
• Team player and has a positive attitude

We are driven by our AEIOU beliefs - Adventure, Excellence, Integrity, Ownership, and Unity -and we seek individuals who embody these values in both their professional and personal lives. We are committed to our Impact: Valuing our clients, Growing our people, and Creating our future.

Together, make the extraordinary happen.

Learn more about us at ncs.co and visit our LinkedIn career site.