Operations & Support Lead – Learning Projects (LMS exp | exp in cloud-hosted application projects)

Note: Someone with more experience in application projects hosted on the cloud

Employment Type: 1-year contract (renewable)

Eligibility: Singaporean ONLY

Location: Ang Mo Kio

Job Overview

We are seeking an Operations & Support Lead to oversee the day-to-day operations and support of a learning technology platform deployed at the customer’s site. The role will serve as the primary operational liaison between the customer, project stakeholders, technical teams and vendors, ensuring service continuity, effective incident management and smooth project operations.

Key Responsibilities

• Oversee daily operations and support of the learning technology platform and associated applications.
• Monitor system availability, performance and operational issues to maintain service continuity.
• Manage incident reporting, issue tracking, escalation and resolution with technical teams and vendors.
• Coordinate application enhancements, releases, maintenance and operational readiness activities.
• Monitor service delivery against agreed SLAs and KPIs, and prepare operational reports and service performance updates.
• Coordinate with customer stakeholders, business users, project teams and vendors to ensure effective service delivery.
• Maintain operational procedures, support documentation, incident records and service logs.
• Support governance, audit, compliance, change management and business continuity activities.
• Identify and implement improvements to operational processes and user support.

Qualifications & Mandatory Requirements

• Bachelor’s degree in Information Technology, Information Systems, Education Technology, Business Administration or a related discipline.
• At least 5 years of relevant experience in application support, IT operations, service delivery or related functions.
• Hands-on experience supporting or delivering application projects hosted on cloud platforms, including application implementation, deployment, integration, migration or post-implementation support.
• Practical experience with Learning Management Systems (LMS), including platform implementation, administration, application support, integration or troubleshooting.
• ITIL Foundation certification or an equivalent IT Service Management certification.
• Experience coordinating technical teams, vendors and business stakeholders.
• Good understanding of incident management, service delivery, operational reporting and service governance.

Preferred Skills & Experience

• Experience with Microsoft Azure or other cloud platforms.
• Familiarity with ServiceNow, Jira Service Management or other ticketing platforms.
• Project management certifications such as PMP, PRINCE2, Agile or Scrum.
• Experience in public sector, education or large-scale digital transformation projects.
• Experience with service performance reporting, audit and compliance activities.

Key Competencies

• Strong coordination, communication and stakeholder management skills.
• Good analytical, troubleshooting and problem-solving abilities.
• Ability to manage multiple priorities and work independently in a customer-facing environment.
• Strong documentation, reporting and service management skills.