Systems Operations Specialist

Salary: $4,000 – $6,000 per month

JOB PURPOSE

Operating at an L3 level, the Systems Operation Specialist ensures the secure, cost-effective, and reliable administration of the Singapore Red Cross’ hardware, network infrastructure, and end-user computing systems across all organisational locations.

The Executive manages hardware lifecycle, from procurement and deployment through maintenance to secure disposal, administers core IT systems and the network and acts as the main technical liaison with vendors and service providers. The role also reviews and initiates projects across the organisation, and supports L1 and L2 team through escalation handling, guidance, documentation and enforcement of policies.

Lastly, the role works to the principles of least privilege, change control and the Personal Data Protection Act (PDPA), and supports the organisation’s cybersecurity policies audits and incident response.

PRINCIPAL ACCOUNTABILITIES

End User Support:

1. Provide L3 resolution for escalated incidents on endpoints, which include laptops, desktops, printers, meeting-room equipment, AV equipment and other peripherals. For recurring faults, to carry out root cause analysis and propose solutions to address the issues

2. Maintain asset management, and manage the device lifecycle, which includes onboarding, encrypting, patching, maintenance, and asset disposal. Contribute and enforce the SOPs for device lifecycle management

3. Guide L1 and L2 support staff, and review and improve runbooks and knowledge articles. Enforce SOPs to ensure compliance among the support team. Do L1 and/or L2 support if staff is not available

4. Provide on-site and remote support, including support for events and offsite activities, as well as emergency response outside of business hours

Inventory Management:

1. Maintain an accurate and current inventory of hardware, software licences and accessories in IT Asset Management System, including assignment, location, warranty and lifecycle status.

2. Conduct regular stock-takes and reconciliations, investigate discrepancies and report them promptly.

3. Forecast device refresh and replacement needs and provide inputs for the annual IT budget.

4. Manage procurement requests, quotations, receiving of goods and the holding of spares.

5. Ensure retired devices are securely wiped and disposed of, with records kept, in line with organisational policy.

Network Management:

1. Administer and monitor the wired and wireless network, firewalls, switches and remote access across multiple locations.

2. Monitor availability and performance, troubleshoot connectivity issues, and manage firmware updates and configuration backups

3. Maintain network segmentation, guest access and access rules on a least-privilege basis, and review firewall rules at defined intervals

4. Draft network documentation and diagrams in the approved secure repository. Propose recommendations to improve the network architecture and cybersecurity, where applicable

5. Coordinate with internet and managed network providers on faults and changes

6. Liaise with vendors for the upkeep and security of the network infrastructure across the different locations.

IT System Administrator:

1. Manage Google Workspace, and Microsoft 365 platforms for user account management.

2. Utilise Datto, Kaseya 365 to monitor for threats, Windows updates, and offer remote assistance.

3. Document IT configurations, network diagrams, and system procedures to ensure knowledge continuity.

4. Run and test backups, where applicable

5. Plan and apply patches and updates within approved maintenance windows and through change management process

6. Propose, develop and maintain scripts to assist with day to day operations

Project Management

1. Propose, plan and deliver IT projects across the different locations

2. Act as technical point of contact for Users and Vendors

3. Obtain and evaluate quotations, and provide technical input on vendor selection, contracts and renewals

4. Review vendor service reports and performance, and maintain a register of vendor contacts, contract terms and renewal dates. Perform audit/QA to ensure the projects are implemented based on key success metrics

5. Coordinate users, vendors and stakeholders, and manage cutovers, communications and rollback plans

6. Hand over completed work to support teams with documentation and training

Miscellanous

1. Assist in enforcing IT policies for organisation staff.

2. Comply with the organisation's cybersecurity, data protection and acceptable use policies

3. Report policy gaps and risks, and contribute to updating the IT SOPs

4. Adherence to PDPA and AI Governance Framework.
   

JOB SPECIFICATION

Qualifications and Experience:

1. Diploma or Bachelor's Degree in Information Technology, Computer Science, or a related field.

2. Relevant professional certifications are preferred, for example in networking, Google or cloud administration, ITIL or project management

3. Minimum 2 to 4 years of hands-on experience with endpoint management, directory and identity services, networking (switching, wireless, firewall and VPN) and backup tools

4. Demonstrates relevant experience in administration and user management within Google Workspace and Microsoft 365 environments.

5. Proven track record in configuring, managing, and maintaining network infrastructure (firewalls, routers, switches, and wireless access points).

6. Experience with procurement, project management and QA

7. Strong familiarity with AI tools (e.g. Claude, ChatGPT) and able to propose scripting to automate workflow (while adhering to AI Governance Framework and PDPA)

Additional Skills and Knowledge:

1. Strong technical troubleshooting skills for end-user support and IT systems with an analytical approach to resolving complex hardware, software, and network issues efficiently.

2. Solid knowledge of cybersecurity best practices, AI governance, PDPA, and network security maintenance.

3. Proactive vendor management capabilities combined with clear, adaptable communication skills to interact effectively with both technical teams and non-technical stakeholders.

4. Exceptional attention to detail, strong organisational skills, and the agility to adapt quickly to evolving priorities in a dynamic environment.

5. Critical thinking and able to push for new initiatives to address gaps within the organisation

6. Ability to work self-sufficiently with minimal supervision while collaborating effectively within cross-functional teams for broader organisation-wide projects.

7. Clear written and spoken communication, with the ability to explain technical matters to non-technical staff

8. Able to manage concurrent projects while managing day-to-day support operations