ICT Operations Support Engineer - #1626

Key Responsibilities ICT Operations & Service Request Management • Raise, track, and manage ICT service requests, incidents, and operational support activities. • Coordinate with internal stakeholders, managed service providers, and vendors to fulfil requests within agreed SLAs. • Review and validate service request submissions, approvals, and fulfilment evidence. • Monitor request backlog, follow up on outstanding requests, and escalate service delivery issues where necessary. • Maintain accurate records and audit trails for operational activities. IT Administration & User Support • Administer Microsoft 365 services, including Exchange Online, Teams, SharePoint Online, OneDrive, Entra ID, and Intune. • Support user onboarding, offboarding, and access management processes. • Manage user accounts, shared mailboxes, distribution lists, licences, and security groups. • Coordinate endpoint provisioning, software installation, and workplace technology support. Vendor & Service Delivery Management • Act as the liaison between the organisation and ICT service providers. • Monitor vendor performance against agreed SLAs and KPIs. • Review service reports and validate completed work before acceptance. • Participate in operational and service review meetings. Governance, Security & Compliance • Support ICT governance, audit, risk management, and cybersecurity activities. • Conduct periodic access reviews and support compliance exercises. • Ensure ICT processes and documentation remain current and audit-ready. Asset & Operations Support • Maintain ICT asset inventory and software licence records. • Support asset verification, refresh, replacement, and disposal activities. • Assist in incident management, problem management, and operational reporting. Requirements Qualifications • Diploma or Degree in Information Technology, Computer Science, Information Systems, or a related discipline. Experience • Minimum 2 years of experience in IT operations, IT administration, service management, or infrastructure support. • Experience supporting Microsoft 365 and workplace technologies. • Experience working with vendors and managed service providers. • Familiarity with IT service management processes and tools. Preferred Experience • Experience working within the Singapore Government ICT environment. • Familiarity with WOG ICT processes, governance, and support models. • Experience using government ICT support portals such as ITSM Portal, SGMail Administration Portal, and EUSS Portal. • Experience supporting user provisioning, access management, email administration, and workplace technology services. Key Competencies • IT Administration • Service Request Management • Vendor Coordination • Customer Service Excellence • Stakeholder Management • Problem Solving and Analytical Skills • Attention to Detail • Operational Governance and Compliance • Communication & Interpersonal Skills