Operations Manager

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

Benefits offered by this job

In-person collaboration with flexible•

Job summary

DXC Technology Inc. is seeking an Operations Management professional in Singapore to oversee support engineers, incident and problem management, and maintenance strategy across the contract lifecycle.

The role requires strong stakeholder communication, crisis coordination, and weekly customer reporting. The candidate will handle major incidents, ensure SLA compliance, and drive continuous improvement while coordinating with internal teams and subcontractors.

Qualifications

• 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 preferred.
• Experience in Application support (Java based), Infrastructure (Storage, Network, Windows, Linux), Web/Application/Middleware services.
• Strong communication skills and able to articulate complex matters clearly.
• Good interpersonal skills with ability to manage customers well.

Responsibilities

• Manage support engineers (internal, subcontractors or third-party maintainers).
• Coordinate communication with customer and internal stakeholders via meetings and reporting.
• Propose improvements to maintenance strategy during contract life.
• Coordinate crisis management with customer and internal stakeholders and drive resolution actions.
• Prepare and present weekly reports to customer.
• Work in a shift based on roster (12 hrs onsite).
• Drive major incidents to resolution and oversee field support engineers.
• Ensure incident SLAs are met and report on KPIs.
• Perform root cause analyses and manage problem tickets to closure.

Skills

Communication skills

Inter-personal skills

Analytical skills

Self-motivation

Ability to work independently

Education

Bachelor’s degree in Business/Computer Science or related discipline

Tools

ITIL framework

Job description

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 Need to a Singapore Citizen, and subject to G50 clearance.

About Our Culture and Work Model

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.