Senior Platform Operations & Customer Innovation Lead

Enterprise Singapore

Singapore

On-site

SGD 42,000 - 62,000

Full time

3 days ago

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Job summary

Enterprise Singapore seeks a focused team member in the Customer Innovation division to support platform readiness and day-to-day operations as new products go live. You will help design end-to-end helpdesk workflows, document SOPs, establish SLAs and KPIs, and support knowledge management and content creation for enterprise touchpoints.

Responsibilities include monitoring platform performance, coordinating with product teams and government partners, and maintaining up-to-date documentation and

Qualifications

Experience in technical support, platform operations, or a related field.
Ability to design and document operational workflows, SOPs, and helpdesk processes with clarity and rigour.
Translating technical concepts into clear, accessible documentation.

Responsibilities

Design and document 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 various platform scenarios.
Support documentation and knowledge management for platform features and issues.

Skills

Technical support

Platform operations

Documentation

SOP design

Stakeholder management

SQL/Excel

Education

Degree in any discipline

Tools

Excel

SQL

Job description

Responsibilities include monitoring platform performance, coordinating with product teams and government partners, and maintaining up-to-date documentation and

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