Senior System Engineer [Infrastructure, Team Lead]

IDEMIA Public Security; Singapore; On-site; SGD 70,000 - 90,000; Full time

Job summary

A leading technology company in Singapore seeks a Technical Support Manager to lead the technical support team, manage incidents, and ensure high operational standards. The ideal candidate should have a Bachelor's degree in Computer Science and 5-10 years of experience in system implementation or technical support along with leadership experience. This role emphasizes teamwork, coaching, and operational excellence.

Qualifications

• 5-10 years of experience in system implementation or technical support.
• Exposure in Wintel, Linux, Networking, and Database.
• At least 3 years of experience in a leadership role.

Responsibilities

• Manage the technical support team and recruitment processes.
• Responsible for incident technical management and problem resolution.
• Provide regular updates during P1 and P2 incidents.
• Document and manage SOPs relevant for all systems.
• Maintain high morale and foster teamwork within the team.

Skills

Leadership

Technical Support

Team Management

Incident Management

Problem Resolution

Education

Bachelor's degree in computer science or related field

Tools

Linux

Windows

VMware

PostgreSQL

MySQL

Oracle

Job description

IDEMIA Public Security, a division of IDEMIA Group, is the premium provider of trusted biometric solutions that revolutionize public security and identity, travel and transport, and access control. Our solutions—designed using advanced security features and encryption technologies—enable our clients to build safer and fairer societies where people can live, interact, and move freely.

Key Missions

• Manage the technical support team supporting IDEMIA systems , Including but not limited to Recruitment, Training, Rosters, On-call Management, EPM, Payroll, Overtime control, travel approvals, Security clearance
• Responsible for incident technical management and problem resolution; provide root cause analysis and work with Level 3 to implement permanent fixes in production environment
• Regular updates during P1 and P2 are provided in line with contractual SLA’s to the IDEMIA SDM
• Incident Management, tool and workflow
• Document and manage SOP’s within the team relevant for all systems and ensure a document repository is maintained at all times
• CMDB management / oversight
• Demonstrate expert knowledge of the systems and processes
• Identify operational risks that could compromise contractual commitments and work with the Service Delivery Managers to mitigate them
• To communicate and update the team regularly through regular meetings
• Maintain high morale within the team and foster teamwork through sharing and engagement, ensuring staff retention
• Perform regular coaching sessions to identify, recognize and support Technical Support Engineers in their areas of development
• Ensure Technical Support Engineers have the tools and knowledge they need to support customers
• Contribute to the development and enhancement of IDEMIA systems by providing feedback to the development and integration team
• Drive process improvements within the team to ensure outcome targets are achieved
• Foster co-operation and co-ordination between internal departments and vendors to ensure a customer focused view is taken at all times
• Manage the day to day operational aspects and team time management within the site (i.e. schedule, breaks, absences, etc)

Requirements

• Bachelor's degree in computer science, Information Technology, or a related field.
• 5-10 years of experience in system implementation or technical support, with exposure in multiple domains such as Wintel, Linux, Networking and Database
• At least 3 years of experience in a leadership and team management capacity

Knowledge and experience

• Enterprise scale Linux and Windows administration
• VMware ESXi and vCenter administration
• PostgreSQL,MySQL, Oracle, and other database servers
• Monitoring systems (e.g. Centreon, Nagvis)