Specialist, Technology Partnership

MSD INTERNATIONAL GMBH (Singapore Branch); Singapore; On-site; SGD 60,000 - 90,000; Full time

Job summary

MSD INTERNATIONAL GMBH (Singapore Branch) is seeking an IT end-user support lead to oversee local IT operations in Singapore. The role focuses on delivering reliable end-user support, managing assets, and coordinating with global teams.

You will mentor junior staff, ensure SLA compliance, and drive improvements in service delivery and incident management within a manufacturing environment. Prior ITIL experience and strong communication are essential.

Qualifications

• Bachelor's degree in CS, IS, Engineering, or equivalent.
• 5+ years delivering IT operations support, 3+ years Windows desktops, Office, HP printers.
• Experience with ITIL and vendor/contractor management.
• Strong interpersonal and communication skills with minimal supervision.
• Knowledge of manufacturing/lab IT support a plus.

Responsibilities

• Oversee IT End User Support for Singapore.
• Ensure asset management processes are followed and records up to date.
• Handle IT requests/incidents with contractors per SLA.
• Collaborate with global/regional teams on country IT initiatives.
• Provide guidance and training to junior staff and contractors.
• Assist leaders to oversee IT projects.
• Review deliverables and flag variances/high compliance.
• Incident and problem management; post-mortems.
• Educate users to follow standard IT procedures.
• Monitor IT infrastructure availability and stability.
• Work with JCAP One IT Team.
• Support business initiatives with standard IT technology.
• Plan IT equipment lifecycle refreshes and implementations.
• Interact with other platform teams for escalations.
• Familiar with procurement process.

Skills

Customer focus

IT operations support

Windows desktops

Office Suite

HP printers

IT Telecom room

Vendor management

ITIL

Manufacturing support

Collaboration

Communication skills

Problem-solving

Service delivery

Teamwork

Infrastructure standards

Service improvement

Knowledge management

Network experience

Education

Bachelor's degree in CS/IS/Engineering

Job description

Primary Responsibilities

• Oversee IT End User Support for Singapore.

• Ensure IT Asset management process is followed, and records are up to date.

• Ensure IT requests and incidents are handled by IT contractors as per SLA.

• Work closely with global/regional support teams on IT initiatives implemented in country.

• Provide guidance and training to junior staff and IT contractors

• Assist Team/Country leader to oversee/participate in IT Projects

• Review deliverables by junior staff and highlight to team/country leader on variance/high compliance

• Incident & problem management (relative to sites) / Post-mortem

• Educate and influence user behavior to utilize global standard procedures for IT service requests and incident tickets.

• Monitor end-user client IT computing infrastructure operation to ensure its availability and stability.

• Work closely with other IT colleagues in JCAP as One IT Team.

• Support business initiatives through our company’s standard IT technology.

• Plan IT equipment lifecycle refreshes and oversees successful implementation.

• Interact with support and Company IT platform teams to support business when the service request or incidents are beyond what local country IT team can provide.

• Familiar with our company’s procurement process

Education Minimum Requirement:

• College or university degree in Computer Science, Information Systems, Engineering, or equivalent fields.

Required Experience and Skills:

• Demonstrated a consistent track record of delivering customer-focused outcomes.

• 5+ years' experience in supporting IT operations including 3+ years hand-on experience in Microsoft Windows desktops, Microsoft Office Suite and HP network printer support and IT Telecom room management.

• Experience in Manufacturing/Lab operations support will be an added advantage.

• Process knowledge in service delivery, operations, and support (e.g. ITIL experienced).

• Experience in vendor/contractor management.

• Incorporates customer needs in policies/decisions and increases customer satisfaction with the provided services.

• Strong interpersonal, collaboration skills with sense of empathy. Able to execute assignment with minimum supervision.

• Excellent oral and written communication skills.

• Good skillset to analyze issue and perform problem-solving.

• Proactively participates in IT Team activities and provides support when needed.

• Proactively seeks to understand business objectives and priorities.

• Fully understands our company’s infrastructure technology standards, IT strategy and operating model.

• Works well with other team members to recommend improvements to services.

• Demonstrates a sense of service ownership and makes recommendations for service improvements.

• Contributes regularly to improving knowledge management and has a strong commitment to continually improving service quality.

• Network experience is preferred