- Ang Mo Kio North-east Region (Singapore) Singapore
Kerja Sepenuh Masa Operations - Support Lead, Gaji tinggi SGD 7,000 di Combuilder Pte Ltd North-east Region (Singapore) - Maukerja
Kongsi
Simpan
Lokasi Kerja
Penerangan Kerja
Tanggungjawab
We are seeking a proactive and service-oriented Operations & Support Lead to support the delivery and ongoing operations of a learning technology project deployed at the customer’s site. The successful candidate will represent the vendor team onsite and serve as the primary operational liaison between the customer, project stakeholders, technical teams, and support vendors.
The role requires strong operational management capabilities, stakeholder engagement skills, and experience managing support services within a structured and customer-facing environment.
Key Responsibilities:
Operations & Service Management
Oversee day-to-day operational support for the learning technology platform and associated systems
Monitor system performance, service availability, and operational issues to ensure continuity of services
Coordinate operational readiness activities for system enhancements, releases, and maintenance activities
Develop, review, and maintain operational procedures, workflows, and support documentation
Ensure operational processes comply with organisational policies, governance standards, and service requirements
Support business continuity and operational resilience initiatives
Incident & Support Management
Serve as the primary onsite coordination point for operational and support-related matters
Manage incident reporting, issue tracking, escalation, and resolution processes
Coordinate with technical teams, infrastructure teams, and third-party vendors to ensure timely issue resolution
Monitor service delivery against agreed service level agreements (SLAs) and key performance indicators (KPIs)
Provide timely updates and communication to customer stakeholders on operational incidents and service matters
Drive continuous improvement initiatives to enhance operational efficiency and user support experience
Stakeholder & Vendor Management
Work closely with customer stakeholders, business users, project managers, and technical teams to support operational requirements
Build and maintain positive working relationships with customer representatives and key stakeholders
Coordinate with internal delivery teams and external vendors to ensure smooth service delivery
Support operational governance activities including meetings, reporting, audits, and service reviews
Assist with change management, user engagement, and adoption activities where required
Reporting & Continuous Improvement
Prepare operational reports, incident summaries, service performance dashboards, and management updates
Analyse operational trends and recommend improvements to strengthen service delivery and support processes
Support audit, compliance, and risk management activities in accordance with customer requirements
Maintain accurate operational records, support logs, and documentation
Qualifications & Experience
Bachelor’s degree in Information Technology, Information Systems, Education Technology, Business Administration, or a related discipline
At least 5 years of relevant experience in operations management, service delivery, or support functions
Experience supporting enterprise digital platforms, cloud-based systems, or Learning Management Systems (LMS)
Experience managing vendors, support teams, and cross-functional stakeholders
Familiarity with structured project delivery and governance environments
Certifications
Mandatory
ITIL Foundation Certification (or equivalent certification in IT Service Management)
Preferred / Good-to-Have
Microsoft Azure certification (e.g. Azure Fundamentals, Azure Administrator, or related cloud certification)
Project management certifications such as PMP, PRINCE2, Agile, or Scrum certifications
Relevant certifications in service management, operations, or enterprise platforms
Learning Management System (LMS) platform certifications will be advantageous
Competencies & Skills
Strong organisational, coordination, and stakeholder management skills
Good analytical and problem-solving capabilities
Strong communication and interpersonal skills
Ability to manage multiple priorities in a fast-paced environment
Service-oriented mindset with attention to operational quality and user experience
Proficiency in operational reporting and documentation
Combuilder is a Singapore Head-quartered IT services company having extended operations in Beijing, China. We are a professional, vision-driven organisation focused on superior customer satisfaction to provide affordable, high quality, reliable and timely large-scale systems solutions.
Our company is involved in the design and development of large scale software systems since Year 1999, mainly for railway, MRT and MINDEF projects. We are the sub-contractor and strategic partner of ST Electronics (Transport Business Unit, Large Scale Group) and ST Training & Simulation.
The role requires strong operational management capabilities, stakeholder engagement skills, and experience managing support services within a structured and customer-facing environment.
Key Responsibilities:
Operations & Service Management
Oversee day-to-day operational support for the learning technology platform and associated systems
Monitor system performance, service availability, and operational issues to ensure continuity of services
Coordinate operational readiness activities for system enhancements, releases, and maintenance activities
Develop, review, and maintain operational procedures, workflows, and support documentation
Ensure operational processes comply with organisational policies, governance standards, and service requirements
Support business continuity and operational resilience initiatives
Incident & Support Management
Serve as the primary onsite coordination point for operational and support-related matters
Manage incident reporting, issue tracking, escalation, and resolution processes
Coordinate with technical teams, infrastructure teams, and third-party vendors to ensure timely issue resolution
Monitor service delivery against agreed service level agreements (SLAs) and key performance indicators (KPIs)
Provide timely updates and communication to customer stakeholders on operational incidents and service matters
Drive continuous improvement initiatives to enhance operational efficiency and user support experience
Stakeholder & Vendor Management
Work closely with customer stakeholders, business users, project managers, and technical teams to support operational requirements
Build and maintain positive working relationships with customer representatives and key stakeholders
Coordinate with internal delivery teams and external vendors to ensure smooth service delivery
Support operational governance activities including meetings, reporting, audits, and service reviews
Assist with change management, user engagement, and adoption activities where required
Reporting & Continuous Improvement
Prepare operational reports, incident summaries, service performance dashboards, and management updates
Analyse operational trends and recommend improvements to strengthen service delivery and support processes
Support audit, compliance, and risk management activities in accordance with customer requirements
Maintain accurate operational records, support logs, and documentation
Qualifications & Experience
Bachelor’s degree in Information Technology, Information Systems, Education Technology, Business Administration, or a related discipline
At least 5 years of relevant experience in operations management, service delivery, or support functions
Experience supporting enterprise digital platforms, cloud-based systems, or Learning Management Systems (LMS)
Experience managing vendors, support teams, and cross-functional stakeholders
Familiarity with structured project delivery and governance environments
Certifications
Mandatory
ITIL Foundation Certification (or equivalent certification in IT Service Management)
Preferred / Good-to-Have
Microsoft Azure certification (e.g. Azure Fundamentals, Azure Administrator, or related cloud certification)
Project management certifications such as PMP, PRINCE2, Agile, or Scrum certifications
Relevant certifications in service management, operations, or enterprise platforms
Learning Management System (LMS) platform certifications will be advantageous
Competencies & Skills
Strong organisational, coordination, and stakeholder management skills
Good analytical and problem-solving capabilities
Strong communication and interpersonal skills
Ability to manage multiple priorities in a fast-paced environment
Service-oriented mindset with attention to operational quality and user experience
Proficiency in operational reporting and documentation
Combuilder is a Singapore Head-quartered IT services company having extended operations in Beijing, China. We are a professional, vision-driven organisation focused on superior customer satisfaction to provide affordable, high quality, reliable and timely large-scale systems solutions.
Our company is involved in the design and development of large scale software systems since Year 1999, mainly for railway, MRT and MINDEF projects. We are the sub-contractor and strategic partner of ST Electronics (Transport Business Unit, Large Scale Group) and ST Training & Simulation.
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