Role Overview
We are seeking a hands-on IT Operations Executive to act as our second-tier technical lead (L2/L3) and guardian of reliability, security hygiene, network performance, and access integrity across MTFA locations in Singapore. You will keep core services stable and auditable, run change/maintenance safely, administer site security systems, and resolve complex escalations-working under the IT head and partnering closely with the IT Support Executive (L1).
Key Responsibilities:
1.Reliability, Maintenance & Change
- Own operational baselines (patching, backups, monitoring), configuration hygiene, and service performance targets in the ITSM platform.
- Plan/execute maintenance and small change windows with clear communications, rollbacks, and post-change verification.
2. Security Operations
- Enforce endpoint and identity controls using the endpoint-management platform (MDM), MFA, and endpoint security.
- Drive remediation of vulnerabilities/findings (including VAPT outputs), track to closure, and maintain audit evidence.
- Investigate anomalous logins/security alerts coordinate incident handling with management.
3. Network & Infrastructure Management
- Improve LAN/Wi-Fi/VPN health and user experience reduce connectivity incidents and MTTR.
- Support office build-outs/moves (LAN ports, printing, voice, basic cabling) and keep inventories/labels current.
4. Site Security Administration
- Operate and maintain site security systems (e.g., CCTV/NVR and biometrics): configuration, retention checks, retrieval drills, and basic health monitoring-aligned to policy.
5. Escalations & Problem Management (L2/L3)
- Serve as the escalation point from L1 perform deep-dive diagnostics, produce RCAs, and implement preventive fixes.
- Participate in change governance (CAB/ARB inputs) to prevent recurrence and drift.
6. Core Systems & Access Governance
- Administer identity & access in the collaboration/identity suite (users, groups/roles, shared resources).
- Keep Joiner-Mover-Leaver automation effective handle exceptions and prepare evidence for periodic access reviews.
7. Monitoring, Reporting & Documentation
- Publish weekly ops reports and dashboards (uptime, patch/backup/compliance, network health, escalations).
- Maintain procedures, standard configurations, topology diagrams, and internal runbooks/KB so L1 and site teams can operate smoothly.
8. Operations & Events Support
- Provide on-site support across MTFA premises and events act as primary technical on-call for priority incidents (with L1 assisting as directed).
Key Competencies
- Solid computer and mobile device literacy structured troubleshooting and clear documentation.
- Understanding of service operations: tickets, SLAs, maintenance/change windows, and post-incident reviews.
- Awareness of security hygiene (passwords/MFA, updates/patching, endpoint protection) and least-privilege access concepts.
- Ability to interpret basic network symptoms (latency, packet loss, signal strength) and separate device/app issues from network issues.
- Comfortable coordinating with stakeholders, following runbooks, and closing the loop on actions.
Qualifications & Requirements
- Diploma or Bachelor in IT / Computer Science (or equivalent experience).
- Strong IT experience preferred. 3 to 5 years in IT operations / infra with hands on L2 ITSM. Experience with CCTV & Biometric systems is a plus.
Nice to have (We will train if don't have)
- Familiarity with an ITSM/ticketing tool and publishing operational dashboards.
- Experience with an endpoint-management platform (MDM) and backup/restore/wipe processes.
- Exposure to identity & access administration (users, groups/roles, shared resources).
- Network triage skills and troubleshooting
- Ability to produce clear RCAs, change plans, and step-by-step procedures/diagrams.
Working Conditions
- May require occasional after-hours or weekend support for system maintenance or urgent troubleshooting.
- Some travel between different work sites may be required.
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