Senior Operations Support Engineer

USER EXPERIENCE RESEARCHERS PTE. LTD.; Singapore; On-site; SGD 120,000 - 180,000; Full time

Job summary

USER EXPERIENCE RESEARCHERS PTE. LTD. in Singapore seeks an experienced Operations Lead to oversee portfolio operations, funding, service management and enterprise device programs in a large public-sector environment.

You will coordinate cross-functional teams including Finance, Procurement and IT service managers, ensuring governance, tracking actions and maintaining SOPs.

Candidates bring 8+ years in government ICT services, strong analytical skills, and excellent stakeholder communication.

Qualifications

• Experience in public-sector or large-enterprise ICT environments.
• Understanding of ICT service delivery and vendor management.
• Strong coordination and communication skills.

Responsibilities

• Portfolio Operations, Funding and Service Management.
• Review current IT processes, structures, and ways of working to understand how well they support business needs.
• Coordinate technology service teams, technical service managers, service representatives, Finance/Funding, Procurement and other supporting parties to drive actions to closure.
• Governance, Documentation and Improvement: Maintain action / decision trackers, SOPs, RACI matrices, process flows and the Operations Handbook / Handover Documentation.

Skills

Coordination

Analytical thinking

Stakeholder facilitation

Documentation

Education

8+ years in government ICT services

Job description

Key Responsibilities:

• Portfolio Operations, Funding and Service Management
• Review current IT processes, structures, and ways of working to understand how well they support business needs.
• Manage and track subscriptions, billing, cost recovery, funding / project codes, procurement / logistics interfaces, utilization and payment reconciliation.
• Maintain the operational picture for service requests, quotas, migrations, lease extensions, outstanding actions and key dependencies.
• Coordinate technology service teams, technical service managers, service representatives, Finance/Funding, Procurement and other supporting parties to drive actions to closure.
• Technical Service Manager (TSM) Operations and Continuity
• Gather and document key assumptions that will guide IT improvements.
• Coordinate TSM day-to-day activities and interfaces covering subscriptions, billing, service requests, quotas, site operations and escalation.
• Track TSM staffing, contract, funding, security clearance and understudy / replacement arrangements to mitigate transition risk plans for moving from current to future state.
• Enterprise Mobile and Device Operations
• Oversee enterprise mobile and device service procurement, demand, device/account mapping, configuration, onboarding, handover, replacement, reassignment and termination.
• Maintain accurate device, subscription and user entitlement records and coordinate resolution of operational issues.
• Service Flexibility and Security Controls
• Support exploration of differentiated mobile and device operating models for different target audiences, including eligibility, approvals and provisioning arrangements.
• Coordinate assessment of proportionate security controls for different user populations, including temporary staff and the feasibility/governance of MAC-based access or whitelisting controls where applicable.
• Governance, Documentation and Improvement
• Maintain action / decision trackers, SOPs, RACI matrices, process flows and the Operations Handbook / Handover Documentation.
• Identify gaps and improvement opportunities and coordinate implementation with the relevant service, security and technical owners.

Requirements & Qualifications

• Educational Qualification & Experience
• Experience in public-sector or large-enterprise ICT environments.
• 8+ years of experience with government-related service models, shared ICT services or vendor-managed ICT services.
• Working knowledge of public-sector or regulated ICT operating environments is advantageous.
• Technical & Professional Competencies
• Understanding of ICT service delivery, operations, service management and vendor management.
• Familiarity with asset / device lifecycle management, endpoint provisioning, software baseline controls and access-control concepts.
• Ability to work with funding, billing, subscription, asset and service records and reconcile operational dependencies.
• Soft Skills & Communication Attributes
• Strong coordination, analytical and problem-solving skills with disciplined follow-through.
• Excellent written and verbal communication and stakeholder facilitation skills.
• Strong documentation, process visualization and action-tracking capability.
• Ability to communicate operational and security considerations clearly to both service and non-specialist stakeholder.