Senior IT Operations Support Engineer - #1642

Key Responsibilities

1. 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, AOR / WBS funding, procurement / logistics interfaces, utilisation and payment reconciliation.

• Maintain the operational picture for service requests, quotas, migrations, lease extensions, outstanding actions and key dependencies.

• Coordinate GovTech, EUSS, TSMs, Service Reps, Finance/Funding, Procurement and other supporting parties to drive actions to closure.

2. 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

3. COMET Mobile and Device Operations

• Oversee COMET Mobile 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.

4. Service Flexibility and Security Controls

• Support exploration of differentiated COMET 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.

5. Governance, Documentation and Improvement

• Maintain action / decision trackers, SOPs, RACI matrices, process flows and the Operations Handbook / Handover Pack.

• Identify gaps and improvement opportunities and coordinate implementation with the relevant service, security and technical owners.

Requirements & Qualifications

A. Educational Qualification & Experience

• Experience in public-sector or large-enterprise ICT environments.

• 8+ years experience with GovTech-related service models, WOG shared services or vendor-managed ICT services.

• Working knowledge of MINDEF / SAF ICT operating context is advantageous.

B. 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

C. 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 visualisation and action-tracking capability.

• Ability to communicate operational and security considerations clearly to both service and non-specialist stakeholders