System Support Specialist III - SGP

ONE STOP ENGINEERING PTE. LTD.; Singapore; On-site; SGD 120,000 - 180,000; Full time

Job summary

ONE STOP ENGINEERING PTE. LTD.

is seeking an experienced Senior System Support Specialist to act as the primary escalation point for complex incidents, drive root cause analysis, and coordinate with vendors and stakeholders to implement permanent solutions. You will lead system go-lives, manage hypercare, oversee change control, and ensure robust testing and documentation in line with regulatory and quality standards.

Qualifications

• Bachelor's degree in Computer Science, IT, or related field.
• 7+ years of relevant technical support/IT experience.
• Experience in enterprise environments.
• Knowledge of Windows, macOS, Linux.
• Experience with SaaS tools like Okta, Google Workspace, Slack, Zoom, and O365.

Responsibilities

• Act as primary escalation point for complex system incidents with RCA and corrective actions.
• Lead system go-live, hypercare, and stabilization activities.
• Oversee change control processes and release readiness support.
• Drive system configuration governance and access lifecycle management.
• Lead and coordinate testing programmes (UAT, OQ, PQ) with proper documentation.
• Mentor System Support Specialist I and II, providing technical direction.
• Maintain audit-ready support documentation and SOPs.
• Identify risks and compliance gaps with mitigation strategies.
• Support audits, regulatory inspections, and internal reviews.
• Drive continuous improvement across support processes and tooling.

Skills

Root cause analysis

Incident management

System go-live

Release management

Configuration governance

Testing (UAT/OQ/PQ)

Mentoring

SOPs & documentation

Regulatory compliance

Audits & inspections

Cross-functional coordination

Education

Bachelor's degree in Computer Science or related

Tools

Active Directory

Azure

Intune

DNS

DHCP

Microsoft Exchange

TCP/IP

VPN

Okta

Google Workspace

Slack

Zoom

Office 365

Job description

Description

• Act as the primary escalation point for complex system incidents, driving root cause analysis, corrective actions, and permanent resolution in collaboration with vendors and stakeholders.
• Lead system go-live, hypercare, and stabilization activities, ensuring robust monitoring, rapid response, and effective cross-functional coordination.
• Oversee change control processes, evaluate system change impacts, and provide technical review and approval support for release readiness activities.
• Drive system configuration governance, user access lifecycle management, and periodic access recertification in accordance with compliance requirements.
• Lead and coordinate testing programmes (UAT, OQ, PQ), ensuring test strategies, defect resolution, and documentation meet regulatory and quality standards.
• Mentor and guide System Support Specialist I and II, providing technical direction and supporting capability development.
• Maintain and continuously improve support documentation, SOPs, configuration records, and technical artefacts to the highest audit-ready standards.
• Proactively identify system risks and compliance gaps, developing and implementing mitigation strategies in alignment with site quality and IT teams.
• Serve as subject matter expert in support audits, regulatory inspections, and internal reviews, providing timely and accurate information.
• Drive continuous improvement initiatives across support processes, tooling, and operational practices to enhance system reliability and efficiency.

Education & Experience

• Bachelor's degree in Computer Science, Information Technology, or a related field is often preferred or required
• Significant experience : This is a senior-level role requiring 7+ years of relevant technical support experience
• Enterprise environment : Experience in a medium to large, complex enterprise environment is essential.
• Operating Systems : Advanced knowledge of Windows, macOS, and Linux
• Mobile Platforms : Working knowledge of iOS and Android
• Networking : Advanced knowledge of networking and information security topics
• Enterprise Tools : Working knowledge of Active Directory, Azure, Intune, DNS, DHCP, Microsoft Exchange, TCP/IP, and VPN
• Ticketing & SaaS : Experience with high-volume ticketing systems and in-depth knowledge of SaaS applications like Okta, Google Workspaces, Slack, Zoom, and O365
• Hardware & Infrastructure : Experience with data center support, including equipment installation, cabling, and inventory tracking, is often mentioned