Operations Support Engineer - KT

DCI CONSULTANTS PRIVATE LIMITED; Singapore; On-site; SGD 48,000 - 72,000; Full time

Job summary

DCI CONSULTANTS PRIVATE LIMITED is seeking an IT Operations & Administration professional to raise, track, and manage ICT service requests, incidents, and ongoing support. You will coordinate with GovTech, MSPs and vendors to meet SLAs and maintain rigorous audit trails.

The role includes administering Microsoft 365 (Exchange Online, Teams, SharePoint Online, OneDrive, Entra ID, Intune), onboarding/offboarding, and managing user accounts, licenses, and security groups.

Qualifications

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

Responsibilities

• 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 backlog, follow up on outstanding requests, and escalate service delivery issues where necessary.
• Maintain accurate records and audit trails for operational activities.
• 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.
• Act as the liaison between Customer and ICT service providers.
• Monitor vendor performance against SLAs and KPIs.
• Review service reports and validate completed work before acceptance.
• Participate in operational and service review meetings.
• 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.
• Maintain ICT asset inventory and software licence records.
• Support asset verification, refresh, replacement, and disposal activities.
• Assist in incident management, problem management, and operational reporting.

Skills

IT Administration

Service Request Management

Vendor Coordination

Customer Service

Stakeholder Management

Attention to Detail

Communication Skills

Problem Solving

Operational Governance

Education

Diploma or Degree in IT / Computer Science / Information Systems

Tools

Microsoft 365

Job description

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 backlog, follow up on outstanding requests, and escalat 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 Customer and ICT service providers.
• Monitor vendor performance against 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 in 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
  • 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 and Analytical Skills
• Attention to Detail
• Operational Governance and Compliance
• Communication & Interpersonal Skills

Working Location : West Central

We regret to inform that only shortlisted candidates will be notified. Personal data collected will be used for recruitment purposes.