Operations Manager

DXC Technology; Singapore; On-site; SGD 90,000 - 130,000; Full time

Job summary

DXC Technology in Singapore seeks an experienced IT Operations Manager to lead support engineers and coordinate with customers and stakeholders. You will drive incident and problem management, develop maintenance strategies, and ensure SLA compliance across teams.

The role requires 5–7 years of IT initiative management in a matrix environment, Java application and infrastructure expertise, plus ITIL certification. Security clearance and site access approvals are required.

Qualifications

• Bachelor’s degree in Business, Computer Science, or related discipline.
• 5-7 years managing complex IT initiatives in a matrix environment.
• Experience in Application support (Java-based) and Infrastructure (Storage, Network, Windows, Linux).
• ITIL certification is a must.
• Due to client-related security requirements, candidates must be eligible to obtain and maintain security clearance and site access approvals.

Responsibilities

• Manage support engineers and coordinate with customer and internal stakeholders.
• Drive incident and problem management to timely resolution.
• Prepare weekly and periodic service reports for stakeholders.
• Ensure incidents meet the SLA and coordinate across all support teams.

Skills

ITIL certified

Java application support

IT infrastructure

Stakeholder communication

Matrix environment experience

Governance knowledge

Education

Bachelor's degree in Computer Science

Bachelor's degree in Business

Job description

Job Description:

Job Responsibilities

Operations Management:

• Manage support engineers (internal, subcontractors or third-party maintainers)
• Ensures adequate communication with customer and internal stakeholders through meetings and reporting
• Proposes improvements to maintenance strategy throughout the life of the contract
• Ensures proper crisis management by defining, driving and communicating resolution action plan in strong coordination with customer and internal stakeholders
• Manages critical situations with the customer potentially with guidance of the lead or expert or senior peer
• Prepares and presents Weekly Reports to customer
• Able to work in a shift based on Roster (Need to be 12 hrs shift onsite)

Incident Management:

• Drive all major incidents to resolution as quickly as possible
• Manages or oversees dedicated field customer support engineers (internal, subcontractors or third-party maintainers)
• Ensures adequate communication with customer and internal stakeholders through meetings and reporting
• Proposes improvements to maintenance strategy throughout the life of the contract
• Ensures proper crisis management by defining, driving and communicating resolution action plan in strong coordination with customer and internal stakeholders
• Understands technical specification and client requirements, and solution architecture
• Defines strategy and manages maintenance activities for simple solutions
• Manages critical situations with the customer potentially with guidance of the lead or expert or senior peer
• Prepares and communicates Supports Activities Reports
• Presents results to customer
• Ensure that incidents meet the Service Level Agreement (SLA)
• Provide coordination across all support teams to ensure timely resolution of incidents
• Escalate all process breakdown related cases causing either a delay in resolution or an actual SLA breach
• Participate in regular incident meetings to review open incidents and drive timely closure
• Prepare periodic service reports for stakeholders
• Perform analysis to identify incident trends
• Review incidents to ensure that they documented correctly in the Incident report as per the Incident Management process
• Track and report all Incident Management related KPIs
• Perform post incident review for major incidents to capture lessons learned and ensure closure of improvement plans

Problem Management:

• Run root cause analysis meetings to identify root cause, lesson learnt, and preventive actions
• Work with various support teams to drive problem tickets to closure
• Track follow up actions ensuring timely closure of problem tickets
• Perform analysis to identify and register problem tickets
• Gatekeeper of all known errors
• Track and report all problem management related KPIs

Requirements

• Bachelor’s degree in Business, Computer Science, or related discipline required
• 5-7 years managing complex IT initiatives in a matrix environment or Operational Line Managers experience is preferred
• Experience in Application support (Java based), Infrastructure (Storage, Network, Windows, Linux, etc), Web/Application/Middleware services
• Good understanding of government landscape is a plus
• Strong communication skills and able to articulate complex matters in concise manner
• Good inter-personal skills with the ability to manage customers well
• Strong analytical skills and able to deal with complex technical and process subject matters
• Self-motivated and able to work independently
• ITIL certification is a must
• Due to client-related security requirements, candidates must be eligible to obtain and maintain the necessary security clearance and site access approvals required for the role.

At DXC Technology, we believe strong connections and community are key to our success. Our work model prioritizes in-person collaboration while offering flexibility to support wellbeing, productivity, individual work styles, and life circumstances. We’re committed to fostering an inclusive environment where everyone can thrive.

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