Operations Support Engineer

Candidates required to support planned maintenance, critical incidents and service recovery activities outside normal working hours, subject to agreed operational arrangements.

Key Responsibilities

· AI Platform Operations: Manage day-to-dayoperations of WOG AI platforms, including tenant and workspace administration,user provisioning, access management, service configuration and operationalsupport.

· Service Monitoring, Incident Management andReporting: Monitor platform availability, service performance and utilisation;troubleshoot incidents and service requests; coordinate resolution with engineering teams and vendors; and produce operational dashboards and management reports.

· Licence and AI Credit Management: Administer AIsubscriptions, licences, user entitlements and credit allocations, includingprovisioning, consumption tracking, reconciliation, billing and chargebacksupport.

· Agency Onboarding and Support: Coordinate agency onboarding, workspace setup and user enablement, provide technical guidance to agency IT teams and service desks, and maintain operational documentation and knowledge articles.

· Change and Release Management: Support platform upgrades, new feature rollouts, AI agents, enterprise connectors andintegrations, including impact assessments, configuration validation, testing and operational readiness.

· Security and Governance: Maintain approved platform security configurations and access controls, support compliance reviews and audits, and coordinate remediation of operational security findings.

· Automation and Service Improvement: Develop scripts, low-code workflows and AI-enabled automation to streamline operational processes, reduce manual effort and improve service efficiency and reliability.

· Vendor and Stakeholder Coordination: Work with technology vendors, product principals, engineering teams, Product Managers and government agencies to resolve operational issues and drive continuous service improvements.

Job Requirements

· Diploma or Degree in Computer Science,Information Technology, Information Systems, Engineering or a related discipline.

· Experience in IT operations, application support, enterprise SaaS administration, cloud service operations or IT service management.

· Hands-on experience in enterprise platform administration, identity and access management, technical troubleshooting and incident resolution.

· Good understanding of IT service managementprocesses, including incident, problem, change and service request management.

· Familiarity with Single Sign-On (SSO), MicrosoftEntra ID, role-based access controls and user lifecycle management.

· Strong analytical, problem-solving,communication and stakeholder management skills.

· Ability to work independently, coordinate acrosstechnical teams and manage multiple operational priorities.

Preferred Skills and Experience

· Experience administering Microsoft 365,Microsoft 365 Copilot, ChatGPT Enterprise, Google Workspace or GeminiEnterprise.

· Familiarity with enterprise AI platforms, AIlicence management, token consumption and credit allocation models.

· Experience using AI tools, AI agents or workflowautomation for business process improvement.

· Knowledge of PowerShell, Python, Power Automateor other scripting and automation technologies.

· Familiarity with REST APIs, enterpriseconnectors and system integrations.

· Experience with ITSM platforms such asServiceNow and reporting tools such as Power BI.

· Understanding of enterprise cybersecurity, dataprotection and IT governance requirements.

· ITIL Foundation certification or equivalentknowledge.

· Experience supporting large-scale enterprise orgovernment ICT environments would be advantageous.