ICT Operations Support Engineer

Responsibilities

Portfolio Operations, Funding and Service Management

• Review existing IT processes, organisational structures, and ways of working to assess how effectively they support business requirements.
• Manage and monitor subscriptions, billing, cost recovery, AOR / WBS funding, procurement and logistics interfaces, utilisation, and payment reconciliation.
• Maintain clear operational visibility across service requests, quotas, migrations, lease extensions, outstanding actions, and key dependencies.

Technical Service Manager (TSM) Operations and Continuity

• Gather and document key assumptions that will inform future IT improvements.
• Coordinate day-to-day TSM activities and interfaces covering subscriptions, billing, service requests, quotas, site operations, and escalations.
• Monitor TSM staffing, contracts, funding, security clearances, and understudy/replacement arrangements to minimise transition risks and support plans for moving from the current state to the future operating model.

Mobile and Device Operations

• Oversee Mobile procurement, demand management, device and account mapping, configuration, onboarding, handover, replacement, reassignment, and termination.
• Maintain accurate records of devices, subscriptions, and user entitlements, and coordinate the resolution of operational issues.

Service Flexibility and Security Controls

• Support the exploration of differentiated operating models for different target user groups, including eligibility, approval, and provisioning arrangements.
• Coordinate assessments of appropriate and proportionate security controls for different user populations, including temporary staff.
• Support the assessment of the feasibility and governance of MAC-based access or whitelisting controls, where applicable.

Governance, Documentation and Continuous Improvement

• Maintain action and decision trackers, SOPs, RACI matrices, process flows, and the Operations Handbook / Handover Pack.
• Identify operational gaps and improvement opportunities and coordinate their implementation with the relevant service, security, and technical owners.

Required Skills

Technical & Professional Competencies

• Good understanding of ICT service delivery, IT operations, service management, and vendor management.
• Familiarity with asset and device lifecycle management, endpoint provisioning, software baseline controls, and access-control concepts.
• Ability to work with and reconcile dependencies across funding, billing, subscription, asset, and service records.