Senior IT Operations Support Engineer - #1642

Key Responsibilities 1. 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, AOR / WBS funding, procurement / logistics interfaces, utilisation and payment reconciliation. • Maintain the operational picture for service requests, quotas, migrations, lease extensions, outstanding actions and key dependencies. • Coordinate GovTech, EUSS, TSMs, Service Reps, Finance/Funding, Procurement and other supporting parties to drive actions to closure. 2. 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 3. COMET Mobile and Device Operations • Oversee COMET Mobile 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. 4. Service Flexibility and Security Controls • Support exploration of differentiated COMET 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. 5. Governance, Documentation and Improvement • Maintain action / decision trackers, SOPs, RACI matrices, process flows and the Operations Handbook / Handover Pack. • Identify gaps and improvement opportunities and coordinate implementation with the relevant service, security and technical owners. Requirements & Qualifications A. Educational Qualification & Experience • Experience in public-sector or large-enterprise ICT environments. • 8+ years experience with GovTech-related service models, WOG shared services or vendor-managed ICT services. • Working knowledge of MINDEF / SAF ICT operating context is advantageous. B. 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 C. 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 visualisation and action-tracking capability. • Ability to communicate operational and security considerations clearly to both service and non-specialist stakeholders