Platform Operations & Enablement Lead

Enterprise Singapore; Singapore; On-site; SGD 60,000 - 90,000; Full time

Job summary

Enterprise Singapore is seeking a dedicated professional to support the CI Division in the onboarding, operations setup, and ongoing maintenance of a new digital platform serving Singapore enterprises.

You will design end-to-end workflows, develop SOPs and SOP templates, and establish SLAs/KPIs for the helpdesk. You will also build comprehensive documentation, FAQs, user guides, and training materials for diverse stakeholder groups.

Qualifications

• Experience in technical support, platform operations, or a related field.
• Ability to design and document operational workflows, SOPs, and helpdesk processes.
• Translating technical concepts and platform functionality into clear documentation for varied audiences.
• Experience developing monitoring frameworks, tracking performance metrics, and using data for insights.
• Strong project coordination skills and ability to manage multiple content streams and stakeholders.
• Degree in any discipline or equivalent work experience.

Responsibilities

• Design end-to-end helpdesk workflows, including ticket categorisation, escalation paths, response templates, and resolution timeframes.
• Develop SOPs for common support scenarios and incident management.
• Establish SLAs and KPIs for support team response times.
• Develop incident response procedures for platform scenarios.
• Support the Platform Administrator in developing comprehensive FAQ documentation.
• Create and maintain user guides for different user roles and permission levels.
• Build and maintain a knowledge base of solutions for recurring issues.
• Develop training materials and conduct briefings for internal stakeholders.
• Coordinate with product teams, SMEs, and business units to gather platform content.
• Facilitate content review sessions to ensure accuracy and completeness.
• Maintain content update schedules and version control.
• Create templates and guidelines for content submissions.
• Establish review and approval workflows for content updates.

Skills

Technical support

Platform operations

SOP design

Documentation

Monitoring

SQL

Excel

Project coordination

Stakeholder mgmt

Education

Bachelor's degree

Tools

Excel

SQL

Job description

Enterprise Singapore is seeking a dedicated professional to support the CI Division in the onboarding, operations setup, and ongoing maintenance of a new digital platform serving Singapore enterprises.

You will design end-to-end workflows, develop SOPs and SOP templates, and establish SLAs/KPIs for the helpdesk. You will also build comprehensive documentation, FAQs, user guides, and training materials for diverse stakeholder groups.