Operations Support Engineer

Key Responsibilities: 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, funding / project codes, procurement / logistics interfaces, utilization and payment reconciliation. • Maintain the operational picture for service requests, quotas, migrations, lease extensions, outstanding actions and key dependencies. • Coordinate technology service teams, technical service managers, service representatives, Finance/Funding, Procurement and other supporting parties to drive actions to closure. 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. Enterprise Mobile and Device Operations • Oversee enterprise mobile and device service 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. Service Flexibility and Security Controls • Support exploration of differentiated mobile and device 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. Governance, Documentation and Improvement • Maintain action / decision trackers, SOPs, RACI matrices, process flows and the Operations Handbook / Handover Documentation. • Identify gaps and improvement opportunities and coordinate implementation with the relevant service, security and technical owners. Requirements & Qualifications Educational Qualification & Experience • Experience in public-sector or large-enterprise ICT environments. • 8+ years of experience with government-related service models, shared ICT services or vendor-managed ICT services. • Working knowledge of public-sector or regulated ICT operating environments is advantageous. 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. 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 visualization and action-tracking capability. • Ability to communicate operational and security considerations clearly to both service and non-specialist stakeholder.