Operations Support Engineer

We are seeking an experienced Operations Support Engineer to support the operational management and continuous improvement of enterprise ICT services. The successful candidate will be responsible for coordinating day-to-day service operations across multiple stakeholders, maintaining visibility of service requests, subscriptions, funding and operational dependencies, supporting device lifecycle activities, and ensuring effective governance and documentation. Key Responsibilities ICT Operations & Service Management • Support the day-to-day operational management of enterprise ICT services. • Review existing IT processes, structures and ways of working to identify operational gaps and improvement opportunities. • Track service requests, subscriptions, quotas, migrations, lease extensions, outstanding actions and operational dependencies. • Coordinate with internal teams, service providers, technical teams, finance, procurement and other stakeholders to ensure timely resolution of operational matters. • Support service continuity and transition activities across ICT operations. Funding, Billing & Vendor Coordination • Manage and track subscriptions, billing, cost recovery, funding arrangements and related operational records. • Coordinate procurement and logistics activities relating to ICT services and devices. • Monitor utilisation and support payment and billing reconciliation. • Work closely with vendors and internal stakeholders to resolve service, funding and operational dependencies. Device & Account Lifecycle Management • Coordinate device procurement, demand planning, configuration and deployment activities. • Manage device and account mapping, onboarding, handover, replacement, reassignment and termination processes. • Maintain accurate records of devices, subscriptions and user entitlements. • Coordinate the resolution of device and service-related operational issues. Service Governance & Security Coordination • Support the development and implementation of appropriate operating models for different user groups. • Coordinate eligibility, approval and provisioning arrangements for ICT services. • Support the assessment and implementation of appropriate security and access controls. • Work with technical and security stakeholders to ensure operational processes comply with relevant requirements. Documentation & Continuous Improvement • Maintain action and decision trackers, Standard Operating Procedures (SOPs), RACI matrices and process flows. • Develop and maintain operational handover documentation and service handbooks. • Identify process gaps, operational risks and improvement opportunities. • Coordinate improvement initiatives with relevant service, security and technical stakeholders. Requirements • Diploma or Degree in Information Technology, Computer Science, Information Systems, Engineering or a related discipline. • At least 8 years of relevant experience in ICT operations, service delivery, service management or vendor-managed ICT services. • Experience working within public-sector or large enterprise ICT environments is preferred. • Experience with government-related shared services or large-scale managed ICT service environments would be advantageous. • Good understanding of ICT service delivery, IT operations, service management and vendor management. • Familiarity with asset and device lifecycle management, endpoint provisioning, software baseline controls and access-control concepts. • Comfortable working with funding, billing, subscription, asset and service records. • Strong stakeholder coordination and vendor management capabilities. • Strong analytical and problem-solving skills with disciplined follow-through. • Excellent written and verbal communication skills. • Strong documentation, process mapping and action-tracking capabilities. • Ability to communicate operational and security requirements effectively to both technical and non-technical stakeholders.