M04 - Helpdesk Support Engineer

FPT Asia Pacific Pte Ltd; Singapore; On-site; SGD 90,000 - 140,000; Full time

Job summary

FPT Asia Pacific Pte Ltd is seeking an ICT Operations Support resource to manage enterprise ICT platforms, mobile services and related services. The role ensures continuity across stakeholders, drives day-to-day follow-through, and coordinates service improvements with security-conscious operating models.

Responsibilities include overseeing subscriptions, billing, funding interfaces, device operations and governance artifacts such as SOPs and handover packs, with a focus on robust service

Qualifications

• Experience in public-sector or large-enterprise ICT environments.
• 8+ years of experience with enterprise service models, shared services or vendor-managed ICT services.
• Working knowledge of complex enterprise ICT operating environments.

Responsibilities

• Review IT processes to support business needs.
• Manage subscriptions, billing, funding and related interfaces.
• Maintain operational picture for service requests and dependencies.
• Coordinate service teams and stakeholders to drive actions to closure.
• Oversee mobile service procurement and device operations.
• Assess security controls for different user populations.
• Maintain SOPs, RACI matrices and handover packs.

Skills

ICT service delivery

Vendor management

Service management

Security controls

Asset lifecycle management

End-user provisioning

Stakeholder facilitation

Documentation

Job description

Role Overview

We are seeking an ICT Operations Support resource to support the operational takeover and steady-state management of enterprise ICT platforms, mobile services and related services.

The role will provide continuity across multiple stakeholders, drive day-to-day operational follow-through, maintain service and funding visibility, support service management continuity, oversee mobile and device operations, and coordinate service improvements and security-conscious operating models for different user populations.

Key Responsibilities

Portfolio Operations, Funding and Service Management

• Review current IT processes, structures, and ways of working to understand how well they support business needs.
• Manage and track subscriptions, billing, cost recovery, funding, procurement / logistics interfaces, utilisation and payment reconciliation.
• Maintain the operational picture for service requests, quotas, migrations, lease extensions, outstanding actions and key dependencies.
• Coordinate service teams, Service Reps, Finance/Funding, Procurement and other supporting parties to drive actions to closure.

Technical Service Management Operations and Continuity

• Gather and document key assumptions that will guide IT improvements.
• Coordinate day-to-day service management activities and interfaces covering subscriptions, billing, service requests, quotas, site operations and escalation.
• Track staffing, contract, funding, security clearance and understudy / replacement arrangements to mitigate transition risk plans for moving from current to future state.

Mobile and Device Operations

• Oversee mobile service procurement, demand, device/account mapping, configuration, onboarding, handover, replacement, reassignment and termination.
• Maintain accurate device, subscription and user entitlement records and coordinate resolution of operational issues.

Service Flexibility and Security Controls

• Support exploration of differentiated operating models for different target audiences, including eligibility, approvals and provisioning arrangements.
• Coordinate assessment of proportionate security controls for different user populations, including temporary staff and the feasibility/governance of MAC-based access or whitelisting controls where applicable.

Governance, Documentation and Improvement

Maintain action / decision trackers, SOPs, RACI matrices, process flows and the Operations Handbook / Handover Pack.

Identify gaps and improvement opportunities and coordinate implementation with the relevant service, security and technical owners.

Requirements & Qualifications

Educational Qualification & Experience

• Experience in public-sector or large-enterprise ICT environments.
• 8+ years of experience with enterprise service models, shared services or vendor-managed ICT services.
• Working knowledge of complex enterprise ICT operating environments is advantageous.

Technical & Professional Competencies

• Understanding of ICT service delivery, operations, service management and vendor management.
• Familiarity with asset / device lifecycle management, endpoint provisioning, software baseline controls and access-control concepts.
• Ability to work with funding, billing, subscription, asset and service records and reconcile operational dependencies.

Soft Skills & Communication Attributes

• Strong coordination, analytical and problem-solving skills with disciplined follow-through.
• Excellent written and verbal communication and stakeholder facilitation skills.
• Strong documentation, process visualisation and action-tracking capability.
• Ability to communicate operational and security considerations clearly to both service and non-specialist stakeholders.