1-year contract, renewable
Hybrid work arrangement
Government project

About the Role

The ICT Operations Support Engineer is responsible for the day-to-day administration and operational support of NCSS's ICT environment. The role focuses on service request management, IT administration, vendor coordination, user support, and operational governance to ensure ICT services are delivered effectively, securely, and in compliance with Whole-of-Government (WOG) standards.

A key responsibility of this role is to manage the end-to-end lifecycle of ICT service requests, ensuring requests are accurately raised, tracked, fulfilled, and verified before closure.

Key Responsibilities

ICT Operations & Service Request Management

Raise, track, and manage ICT service requests, incidents, and operational support activities.
Coordinate with GovTech, 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 NCSS and ICT service providers.
Monitor vendor performance against 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

Diploma or Degree in Information Technology, Computer Science, Information Systems, or a related discipline.

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
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

/Ref: T24-247