Job Description

The Government Technology Agency (GovTech) aims to transform the delivery of Government digital services by taking an "outside-in" view, putting citizens and businesses at the heart of everything we do. We also develop the Smart Nation infrastructure and applications, and facilitate collaboration with citizens and businesses to co-develop technologies.

Join us as we support Singapore's vision of building a Smart Nation - a nation of possibilities empowered through info-communications technology and related engineering.

The Government Infrastructure Group (GIG) is responsible for providing the ICT Infrastructure where the whole government will rely on for its digitalization effort and smart nation initiatives. The infrastructure layer covers the data centres, networks, cloud and endpoints. The modernization of the infrastructure and related services are underway and further efforts will be required to drive the adoption of advanced technologies to bring greater value to the country.

If you are looking for opportunities to collaborate with leading industry experts and be surrounded by highly motivated peers, we welcome you to join GIG. This is a key position with many opportunities for ground breaking contributions

What you will be working on:

Aside from formulating the infrastructure strategy and roadmap at WOG level, we also develop prototypes using new technologies and establish standards and best practices to guide the design and implementation of information systems that support the enterprise infrastructure.

We examine factors such as people, culture, policies and processes to provide a secure, predictive and always-on platform, enabling public officers to work anywhere and anytime.

By leveraging on innovative Cloud and SaaS technologies, we architect, design, build and deliver Cloud and Datacenter hosting environments and common services which support government agencies in accelerating and developing modern applications and services.

Transforming ICT infrastructure through modernization and automation is also our key focus. Using latest technology and best practices, we deliver secure and utility-based services to WOG, so that government agencies can function efficiently and seamlessly.

We are also passionate about building and uplifting ICT engineering know-how for the WOG in critical infrastructure domains, which we advance through experimentation, prototype development, consultancy and training.

Job Overview

Manager (IT Support Infrastructure & Services) will be part of team to manage the end user IT support infrastructures and services. One key focus area is providing IT support services to support public officers' work productivity by leveraging on the latest technologies and cloud adoption. You will work within a team of engineers with strong technical competency to conceptualise, implement and manage the end user IT support infrastructure and services and ensuring high levels of availability, performance, security and good user experience across the Whole-of-Government (WOG).

What to expect

Manage the end user IT support services for the Whole-of-Government in ensuring delivery of contractual deliverables and improve user satisfaction.

Manage the lifecycle of the IT support omnichannel to ensure a seamless user experience to public officers

Plan and engage Agencies to onboard to new IT support services

Project manage to ensure the implementation of contractors' services and supporting infrastructure meet the project milestones.

Review the design of the contractors' support infrastructure to ensure compliance with policies and meeting of contract requirement.

Establish and review processes to govern the provisioning of IT support services by the contractors.

Work with internal data analytic team to analyse IT support data to gain insight for the improvement of IT support services

Participate and contribute in new central product or enhancement projects.

Explore new solutions and technologies, integrate learning and recommendations for operational efficiency and continual improve of IT support services for better user experience

What we are looking for:

At least 4 years of proven experience in vendor management and IT service management, to manage vendors in meeting contract deliverables, compliance with policies and service improvement

Technical skills and proven experience in a wide spectrum of IT infrastructure and technologies, in at least four of the following:

IT Service Management system i.e. ServiceNow

Digital Experience Monitoring tool i.e. Nexthink, Aternity

Basic technical knowledge in Cloud Services i.e. Google, AWS and Azure

Basic technical knowledge on business analytics tools i.e. Tableau, Qlik

Knowledge in contact centre processes and system

Security knowledge in securing both logical (access rights) and physical infrastructure (data centre)

Privileged account management i.e. CyberArk, CA Privileged Identity Manager

Monitoring system i.e. Solarwind, BMC, NetScout

Experience in IT support with chatbot and digital guide (i.e. WalkMe or equivalent) is preferred

Knowledge of ITIL processes and procedures

Project management skills with proven experience to manage a project plan, track milestones, identify dependencies and consistently complete the project on time and within budget

Knowledge in service design and management of digital product would be a plus

Possess the following soft skills and attributes:

Able to work independently and as a good team player with analytical, management and planning skills.

Good written and verbal communication, with the ability to present and communicate effectively with non-technical audience.

Dynamic and with good analytical/conceptual thinking and problem-solving skills.

Ability to identity gap in service delivery and make recommendation for improvement.

Always keeping up to date of the latest product roadmap and best practices

Preferred Certification/Skills

Certification in ITIL foundation

Certification in Networking and Azure fundamentals

We are an equal opportunity employer and value diversity at our company as we believe that diversity is meaningful to innovation. Our employee benefits are based on a total rewards approach, offering a holistic and market-competitive suite of perks. This includes generous leave benefits to meet your work-life needs. We trust that you will get the job done wherever you are, and whatever works best for you - so work from home or take a break to exercise if you need to*. We also believe it's important for you to keep honing your craft in the constantly-evolving tech landscape, so we provide and support a plethora of in-house and external learning and development opportunities all year round.

*Subject to the nature of your job role that might require you to be onsite during fixed hours