Senior ICT Operations Support Engineer (Public Sector)

• 1-year contract, renewable • Government project • Hybrid work arrangement Role Overview We are seeking an ICT Operations Support professional to support DCTD in the operational takeover and steady-state management of COMET, StellarNet, COMET Mobile and related services. You will coordinate across multiple stakeholders, drive day-to-day operational follow-through, maintain visibility of services and funding, support Technical Service Manager (TSM) continuity, oversee COMET Mobile operations and coordinate service improvements and appropriate security controls for different user populations. Key Responsibilities 1. Portfolio Operations, Funding and Service Management • Review current IT processes, structures and ways of working to assess how effectively they support business needs. • Manage and track subscriptions, billing, cost recovery, AOR/WBS funding, procurement and logistics interfaces, utilisation and payment reconciliation. • Maintain visibility of service requests, quotas, migrations, lease extensions, outstanding actions and key dependencies. • Coordinate with GovTech, EUSS, TSMs, Service Representatives, 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 to guide IT improvements. • Coordinate day-to-day TSM activities and interfaces, covering subscriptions, billing, service requests, quotas, site operations and escalations. • Track TSM staffing, contracts, funding, security clearances and understudy or replacement arrangements to mitigate transition risks and support continuity during the move from the current to the future state. 3. COMET Mobile and Device Operations • Oversee COMET Mobile procurement, demand management, device and account mapping, configuration, onboarding, handover, replacement, reassignment and termination. • Maintain accurate device, subscription and user entitlement records, and coordinate the resolution of operational issues. 4. Service Flexibility and Security Controls • Support the exploration of differentiated COMET operating models for different target audiences, including eligibility, approvals and provisioning arrangements. • Coordinate the assessment of proportionate security controls for different user populations, including temporary staff. • Support assessments of the feasibility and governance of MAC-based access or whitelisting controls, where applicable. 5. Governance, Documentation and Improvement • Maintain action and 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 and Qualifications Experience • Experience in public-sector or large-enterprise ICT environments. • At least 8 years of experience with GovTech-related service models, Whole-of-Government (WOG) shared services or vendor-managed ICT services. • Working knowledge of the MINDEF/SAF ICT operating context would be advantageous. Technical and Professional Competencies • Understanding of ICT service delivery, operations, service management and vendor management. • Familiarity with asset and 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. Communication and Coordination Skills • Strong coordination, analytical and problem-solving skills, with disciplined follow-through. • Excellent written and verbal communication skills, with the ability to facilitate stakeholder discussions. • Strong documentation, process visualisation and action-tracking capabilities. • Ability to communicate operational and security considerations clearly to both service and non-specialist stakeholders. /Ref: T24-250