Learning Technology Operations & Support Lead

OPUS IT Services Pte Ltd; Singapore; On-site; SGD 90,000 - 130,000; Full time

Job summary

OPUS IT Services Pte Ltd in Singapore invites applications for a Learning Technology Operations & Support Lead to oversee day-to-day operations of a learning technology platform at the customer’s site. You will work with customer stakeholders, business users, technical teams, project teams and vendors to ensure smooth operations and timely resolution of support issues.

The role requires a bachelor’s degree in IT, Information Systems or related, at least 5 years of operations or LMS experience,

Qualifications

• Bachelor’s degree in IT, Information Systems, Education Technology, Business Administration or related discipline.
• At least 5 years of relevant experience in operations, service delivery, application support or support functions.
• Experience supporting enterprise digital platforms, cloud-based applications or LMS.
• Experience managing vendors, support teams and cross-functional stakeholders.
• Experience working in structured project delivery or service management environments.
• ITIL Foundation or equivalent IT Service Management certification is mandatory.
• Strong communication, coordination, problem-solving and reporting skills.

Responsibilities

• Oversee daily operations and support for the learning technology platform and related systems.
• Monitor system availability, performance and operational issues.
• Manage incidents, issue tracking, escalation and resolution with technical teams and vendors.
• Coordinate system enhancements, releases, maintenance and operational readiness activities.
• Maintain SOPs, workflows, support documentation and operational records.
• Monitor SLAs, KPIs and service performance.
• Coordinate with customer stakeholders, business users, project teams and vendors.
• Prepare operational reports, incident summaries and service performance updates.
• Support governance, audit, compliance and change management activities.
• Identify opportunities to improve service delivery and user support.

Skills

ITIL Foundation

Vendor management

Cross-functional collaboration

Incident management

Documentation & reporting

Education

Bachelor’s degree in IT / Information Systems / Education Technology / Business Administration

Tools

ServiceNow

Jira Service Management

Microsoft Azure

Job description

Note: **Someone with more experience in application projects hosted on the cloud**

Employment Type: 1-year contract (renewable)
Eligibility: Singaporean ONLY

Job Overview

We are looking for a proactive and service-oriented Learning Technology Operations & Support Lead to support the day-to-day operations of a learning technology platform at the customer’s site. You will work closely with customer stakeholders, business users, technical teams, project teams, and vendors to ensure smooth operations and timely resolution of support issues.

Key Responsibilities

• Oversee daily operations and support for the learning technology platform and related systems.
• Monitor system availability, performance and operational issues.
• Manage incidents, issue tracking, escalation and resolution with technical teams and vendors.
• Coordinate system enhancements, releases, maintenance and operational readiness activities.
• Maintain SOPs, workflows, support documentation and operational records.
• Monitor SLAs, KPIs and service performance.
• Coordinate with customer stakeholders, business users, project teams and vendors.
• Prepare operational reports, incident summaries and service performance updates.
• Support governance, audit, compliance and change management activities.
• Identify opportunities to improve service delivery and user support.

Requirements

• Bachelor’s degree in IT, Information Systems, Education Technology, Business Administration or related discipline.
• At least 5 years of relevant experience in operations, service delivery, application support or support functions.
• Experience supporting enterprise digital platforms, cloud-based applications or Learning Management Systems (LMS).
• Experience managing vendors, support teams and cross-functional stakeholders.
• Experience working in structured project delivery or service management environments.
• ITIL Foundation or equivalent IT Service Management certification is mandatory.
• Strong communication, coordination, problem-solving and reporting skills.

Good to Have

• Experience in public sector, education or large-scale digital transformation projects.
• Experience with cloud-hosted applications or platforms, preferably Microsoft Azure.
• Familiarity with ServiceNow, Jira Service Management or other ticketing platforms.
• PMP, PRINCE2, Agile/Scrum or relevant project management certification.
• LMS platform certification or experience with enterprise learning platforms.