Job Description

What the role is:We are looking for an exceptional and highly motivated individual to lead our team with a focus on Readiness, Response, and Recovery. As the Head of Digital Operations Centre, you will be instrumental in ensuring the smooth functioning of our mission-critical operations. Your responsibilities will include monitoring, detecting, escalating, coordinating, resolving, and reporting service-impacting events and incidents promptly. The position requires an independent and self-driven individual with a deep passion in operations and a desire to pursue opportunities for career development and growth in operations management within the Digital Operations Centre.What you will be working on:

• Formulate and oversee the implementation of strategic goals and initiatives for the Digital Operations Centre. This includes providing continuous oversight of operational data to enhance visibility, analyse data for anomaly detection and event correlation, translate findings into actionable insights and integrate insights for effective decision-making. Lead a team of analysts/engineers to implement and enhance monitoring techniques, enabling in-depth analysis of the behaviour of interconnected components and dependencies at a granular level to ensure comprehensive visibility into assets, system behaviour and performance, bridging the gap between system complexity and operational insights. Lead, guide and oversee day-to-day operations: You will be responsible for planning, managing, and overseeing the daily operations of the Digital Operations Centre. This includes monitoring system health, performance, and compliance; analysing telemetry data to identify bottlenecks and latency issues; detecting anomalies; escalating and responding to incidents; coordinating activities; and ensuring the efficient execution of tasks, ultimately improving system performance, reducing downtime, and minimising non-compliance. Incident and outage management: Act as the single point of contact for digital service incidents and outage management. Handle escalations, keep management informed about system availability, and ensure timely resolution of issues. Co-ordinate with the business and technical teams to plan and conduct disaster recovery exercises to test and validate disaster recovery plans and procedures to improve the overall effectiveness of the recovery plan. Collaborate with SOC and Governance teams to support threat investigations, compliance, and audit matters. Policy and procedure management: Ensure that the Digital Operations Centre operation policies, procedures, standards, and troubleshooting guides are thoroughly documented, regularly updated, and enhanced. Maintain a comprehensive knowledge base to facilitate efficient incident response and resolution. Training and reporting: Conduct training sessions to enhance the skills of team members in incident reporting and resolution. Collect and analyse metrics, generate performance reports, and perform trend analysis to identify areas for improvement and optimise operational efficiency. Maintenance and optimisation: Review incidents to identify opportunities for preventive and predictive maintenance. Implement measures to mitigate risks and enhance the reliability and stability of systems and services. Drive continuous improvement: Analyse Digital Operations Centre functions, recommend changes, and assess current and future needs. Drive and support continual service improvement initiatives to ensure the Digital Operations Centre operates at peak performance and meets evolving business requirements.

What we are looking for:

• Qualifications in IT, Computer Science, Computer Engineering, or a related field. At least 10 years of relevant IT experience, with a minimum of 5 years in leadership roles in incident and problem management within a large organisation. Exceptional oral, written, communication and presentation skills. Strong interpersonal and stakeholder management skills with ability to coordinate between technical and business teams. Comprehensive understanding of incident management processes and best practices. Analytical mindset with the ability to interpret data and identify trends. Proven leadership capabilities and management competency to effectively drive and coordinate Digital Operations Centre operations in accordance with corporate strategic objectives. Proficiency in ITSM modules including Incident Management, Problem Management, Change Management, Asset Management, and Patch Management. Good grasp of IT technologies, methodologies, architectures, and best practices, including cloud solutions such as AWS, Azure, or Google Cloud. Proficiency in project management methodologies and practices. Relevant certifications such as PMP, CITPM or ITIL certifications are a plus

About JTC Corporation:Master planner. Developer. Since its inception in 1968, JTC has played a strategic role in ensuring Singapore stays innovative, dynamic, and sensitive to global manufacturing trends. A government agency under Singapore's Ministry of Trade and Industry, JTC is paving the way forward for Singapore's industrial landscape by championing clean, green and smart estates such as one-north, Seletar Aerospace Park, Jurong Innovation District, and Punggol Digital District. It is developing infrastructure, systems and initiatives that bridge cutting-edge technology and human skill to fuel growth. JTC is also bringing businesses and communities together through green spaces, cultivating an environment that is not only sustainable but nurtures ideas shaping the future.

JTC Corporation