Operations Manager

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

Job summary

DXC Technology Inc. is seeking an experienced IT Operations Manager in Singapore to lead incidents, problems, and service reporting while coordinating with customers and internal teams on a 12-hour rotating onsite shift.

The role requires ITIL expertise, strong communication, and the ability to manage complex IT initiatives in a matrix environment. Knowledge of government landscape is a plus, with a focus on service excellence and collaboration.

Qualifications

• Bachelor’s degree in Business, Computer Science, or related discipline.
• ITIL certification is required.
• 5–7 years managing complex IT initiatives in a matrix environment preferred.
• Experience in Application support (Java based) and Infrastructure (Storage, Network, Windows, Linux).
• Good understanding of government landscape is a plus.

Responsibilities

• Manage support engineers (internal, subcontractors or third-party maintainers) and communicate with customer and internal stakeholders through meetings and reporting.
• Drive major incidents to resolution quickly; coordinate with field engineers and stakeholders; ensure SLA compliance.
• Perform root cause analysis; run problem tickets to closure; track KPIs; perform post-incident reviews for lessons learned.
• Prepare and present weekly service reports to customers and stakeholders.

Skills

Strong communication skills

Strong analytical skills

Self-motivated

Independent worker

Interpersonal skills

Education

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

ITIL certification

Tools

Java

Storage

Network

Windows

Linux

Web/Middleware services

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 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 driver 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.