About the role

Lead and oversee day-to-day operations across all managed services (Cloud, Network, Systems, Security, and Applications). Act as the primary customer interface and trusted advisor, ensuring clear communication and stakeholder satisfaction. Implement and govern all ITIL process pillars — Incident, Request, Problem, Change, Knowledge, and Asset Management.

Key responsibilities

• Lead and oversee day-to-day operations across all managed services (Cloud, Network, Systems, Security, and Applications)

• Ensure strict adherence to defined SLAs, OLAs, and KPIs, driving accountability and data-driven performance reviews

• Maintain service continuity and incident response readiness, including after-hours escalation management

• Conduct post-incident reviews (PIRs), ensuring lessons learned and RCA findings translate into sustainable corrective actions

• Champion service improvement initiatives (e.g., automation, observability dashboards, and event correlation tuning)

• Implement and govern all ITIL process pillars — Incident, Request, Problem, Change, Knowledge, and Asset Management

• Own the operational governance framework, including SOPs, escalation matrices, RACI charts, and service catalog alignment

• Lead weekly/monthly governance cadences (SLA review, backlog health, change risk review, vulnerability remediation)

• Conduct monthly and quarterly business reviews (MBR/QBR), presenting operational insights, trends, and risk posture

• Manage major incidents and DR scenarios, ensuring structured response, timeline documentation, and customer assurance

About you

• Min 8 - 10 years of experience in IT Operations with 5 - 7 years of AWS cloud environments

• Experience in managing Incident & Problem Management, with accountability for high-severity incident responses

• Day 2 operations in government agencies and strong knowledge of Singapore Public Sector ICT governance

• Experience supporting GCC 1.0, GCC 2.0, and GCC+ environments

Interested candidates, who wish to apply for the advertised position, please email us an updated copy of your resume.

We regret that only shortlisted candidates will be notified.

EA License No.: 01C4394

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