M05 - Operation Support Engineer

FPT Asia Pacific Pte Ltd; Singapore; On-site; SGD 60,000 - 85,000; Full time

Job summary

FPT Asia Pacific Pte Ltd in Singapore is seeking an ICT Operations Support Engineer to oversee day-to-day ICT administration, service request handling, and governance in alignment with WOG standards.

You will coordinate with GovTech and vendors, manage Microsoft 365 services, user provisioning, access controls, and ensure audit-ready records while supporting security and compliance.

Qualifications

• Diploma or degree in IT, CS, IS, or related field.
• 2+ years in IT operations, IT admin, service management or infrastructure support.
• Experience with Microsoft 365 and workplace tech; vendor interactions.

Responsibilities

• Raise, track, and manage ICT service requests, incidents, and support activities.
• Coordinate with GovTech, MSPs, and vendors to meet SLAs.
• Administer Microsoft 365 (Exchange Online, Teams, SharePoint, OneDrive, Entra ID, Intune) and access management.
• Support user onboarding/offboarding and license management.
• Maintain asset inventory, license records, and audit trails.
• Support governance, security, compliance, and incident/problem management.

Skills

IT Operations

Service Management

Vendor Coordination

Microsoft 365

Education

Diploma or Degree in IT

Tools

ITSM Tools

Job description

About the Role

The ICT Operations Support Engineer is responsible for the day-to-day administration and operational support of the organisation's ICT environment. The role focuses on service request management, IT administration, vendor coordination, user support, and operational governance to ensure ICT services are delivered effectively, securely, and in compliance with Whole-of-Government (WOG) standards.

A key responsibility of this role is managing the end-to-end lifecycle of ICT service requests, ensuring requests are accurately raised, tracked, fulfilled, verified, and closed.

Key Responsibilities

ICT Operations & Service Request Management

• Raise, track, and manage ICT service requests, incidents, and operational support activities.
• Coordinate with GovTech, managed service providers, and vendors to fulfil requests within agreed SLAs.
• Review and validate service request submissions, approvals, and fulfilment evidence.
• Monitor request backlogs, follow up on outstanding requests, and elevate service delivery issues where necessary.
• Maintain accurate records and audit trails for operational activities.

IT Administration & User Support

• Administer Microsoft 365 services, including Exchange Online, Teams, SharePoint Online, OneDrive, Entra ID, and Intune.
• Support user onboarding, offboarding, and access management processes.
• Manage user accounts, shared mailboxes, distribution lists, licences, and security groups.
• Coordinate endpoint provisioning, software installation, and workplace technology support.

Vendor & Service Delivery Management

• Act as the liaison between the organisation and ICT service providers.
• Monitor vendor performance against agreed SLAs and KPIs.
• Review service reports and validate completed work before acceptance.
• Participate in operational and service review meetings.

Governance, Security & Compliance

• Support ICT governance, audit, risk management, and cybersecurity activities.
• Conduct periodic access reviews and support compliance exercises.
• Ensure ICT processes and documentation remain current and audit-ready.

Asset & Operations Support

• Maintain ICT asset inventory and software licence records.
• Support asset verification, refresh, replacement, and disposal activities.
• Assist with incident management, problem management, and operational reporting.

Requirements

Qualifications

• Diploma or Degree in Information Technology, Computer Science, Information Systems, or a related discipline.

Experience

• Minimum 2 years of experience in IT operations, IT administration, service management, or infrastructure support.
• Experience supporting Microsoft 365 and workplace technologies.
• Experience working with vendors and managed service providers.
• Familiarity with IT service management processes and tools.

Preferred Experience

• Experience working within the Singapore Government ICT environment.
• Familiarity with WOG ICT processes, governance, and support models.
• Experience using Government ICT support portals such as ITSM Portal, SGMail Administration Portal, and EUSS Portal.
• Experience supporting user provisioning, access management, email administration, and workplace technology services.

Key Competencies

• IT Administration
• Service Request Management
• Vendor Coordination
• Customer Service Excellence
• Stakeholder Management
• Problem Solving & Analytical Skills
• Attention to Detail
• Operational Governance & Compliance
• Communication & Interpersonal Skills