G14 - Operations Support Engineer

Key Responsibilities

Service Operations & Governance

• Support the development, launch, adoption, operations, and continuous enhancement of central government products and services.
• Lead operational governance and service management activities across supported products and services.
• Monitor service and delivery performance, identify operational gaps, and drive continuous improvement initiatives.
• Coordinate with relevant technical and business teams to investigate and resolve operational issues.
• Ensure services comply with applicable government governance, operational, and security policies.
• Serve as a key point of contact for operational, contractual, and governance-related matters.

Stakeholder Management & Reporting

• Engage regularly with government agencies, internal stakeholders, vendors, and technology partners.
• Provide timely updates on service performance, operational issues, risks, dependencies, and remediation activities.
• Drive alignment on operational priorities and facilitate the resolution of escalated issues.
• Develop and present management updates, operational dashboards, risk assessments, governance reports, and executive briefing materials.
• Provide recommendations and consultation to stakeholders and senior management to support strategic and operational decision-making.

Vendor & Contract Management

• Manage suppliers and vendors to ensure contractual obligations and service commitments are fulfilled.
• Conduct service reviews and monitor Service Level Agreements (SLAs), deliverables, performance, and contractual commitments.
• Review and coordinate the acceptance of supplier deliverables.
• Manage issue escalation and follow through with vendors until satisfactory resolution.
• Maintain accurate documentation and tracking of contractual deliverables, actions, issues, and dependencies.

Risk, Security, Audit & Compliance

• Lead and coordinate operational risk, audit, security, and compliance workstreams.
• Coordinate security and compliance assessments, remediation activities, and policy compliance reviews.
• Track identified risks, findings, and remediation actions through to closure.
• Support governance reporting and ensure appropriate documentation and evidence are maintained.
• Assist the Contract Owner in conducting briefings, clinics, compliance exercises, and internal/external audits.

Procurement & Resource Management

• Coordinate procurement activities required to support service delivery and operations.
• Support the procurement of augmented manpower, IT hardware and software, licences, and professional services.
• Work with relevant stakeholders to ensure procurement requirements, specifications, approvals, and deliverables are properly managed.
• Technology Transformation & Operational Readiness
• Support the planning and execution of technology transformation and service improvement initiatives.
• Coordinate service onboarding, system and infrastructure migrations, infrastructure refresh programmes, and operational readiness activities.
• Assess operational dependencies, risks, support requirements, and readiness prior to implementation or go-live.
• Work with technical teams, vendors, and stakeholders to facilitate smooth transition into BAU operations.

Requirements

• Relevant experience in IT operations, service management, technology delivery, infrastructure operations, or IT governance within a large-scale enterprise environment.
• Strong experience in stakeholder and vendor management, preferably involving multiple internal and external parties.
• Experience managing SLAs, contractual deliverables, service reviews, operational risks, and escalations.
• Good understanding of IT governance, cybersecurity, risk management, audit, and compliance processes.
• Experience supporting technology transformation, migration, service onboarding, or infrastructure refresh initiatives.
• Familiarity with procurement processes for IT resources, software, licences, manpower, or professional services.
• Strong analytical, problem-solving, documentation, and reporting capabilities.
• Able to prepare and present management reports, dashboards, risk assessments, and executive-level materials.
• Strong communication and stakeholder engagement skills, with the ability to work effectively with senior management, government agencies, vendors, and technical teams.
• Able to work independently, manage multiple workstreams, and drive issues through to resolution.

Preferred Qualifications

• Experience working within the Singapore public sector or large-scale government technology environments would be advantageous.
• Familiarity with ITIL / IT Service Management (ITSM) practices would be advantageous.
• Relevant certifications in IT service management, project management, cloud, cybersecurity, or governance would be an advantage.