Job Description

About the Role

GovTech is seeking Operations Support Engineers to support the operations and continuous improvement of Whole-of-Government (WOG) enterprise AI services, including ChatGPT Enterprise, Microsoft 365 Copilot and Google Gemini Enterprise.

As AI adoption expands across the Singapore Public Service, you will play a key role in ensuring the reliability, security and effective delivery of AI services to government agencies and public officers.

You will manage AI platform administration, incident resolution, agency onboarding, licence and credit operations, service performance and operational automation. You will also support the rollout of new AI capabilities, working closely with product, engineering, cybersecurity and vendor teams.

Candidates may be required to support planned maintenance, critical incidents and service recovery activities outside normal working hours, subject to agreed operational arrangements.

Key Responsibilities

AI Platform Operations: Manage day-to-day operations of WOG AI platforms, including tenant and workspace administration, user provisioning, access management, service configuration and operational support.
Service Monitoring, Incident Management and Reporting: Monitor platform availability, service performance and utilisation troubleshoot incidents and service requests coordinate resolution with engineering teams and vendors and produce operational dashboards and management reports.
Licence and AI Credit Management: Administer AI subscriptions, licences, user entitlements and credit allocations, including provisioning, consumption tracking, reconciliation, billing and chargeback support.
Agency Onboarding and Support: Coordinate agency onboarding, workspace setup and user enablement, provide technical guidance to agency IT teams and service desks, and maintain operational documentation and knowledge articles.
Change and Release Management: Support platform upgrades, new feature rollouts, AI agents, enterprise connectors and integrations, including impact assessments, configuration validation, testing and operational readiness.
Security and Governance: Maintain approved platform security configurations and access controls, support compliance reviews and audits, and coordinate remediation of operational security findings.
Automation and Service Improvement: Develop scripts, low-code workflows and AI-enabled automation to streamline operational processes, reduce manual effort and improve service efficiency and reliability.
Vendor and Stakeholder Coordination: Work with technology vendors, product principals, engineering teams, Product Managers and government agencies to resolve operational issues and drive continuous service improvements.

Job Requirements

Essential Qualifications and Experience

Diploma or Degree in Computer Science, Information Technology, Information Systems, Engineering or a related discipline.
Experience in IT operations, application support, enterprise SaaS administration, cloud service operations or IT service management.
Hands-on experience in enterprise platform administration, identity and access management, technical troubleshooting and incident resolution.
Good understanding of IT service management processes, including incident, problem, change and service request management.
Familiarity with Single Sign-On (SSO), Microsoft Entra ID, role-based access controls and user lifecycle management.
Strong analytical, problem-solving, communication and stakeholder management skills.
Ability to work independently, coordinate across technical teams and manage multiple operational priorities.

Preferred Skills and Experience

Experience administering Microsoft 365, Microsoft 365 Copilot, ChatGPT Enterprise, Google Workspace or Gemini Enterprise.
Familiarity with enterprise AI platforms, AI licence management, token consumption and credit allocation models.
Experience using AI tools, AI agents or workflow automation for business process improvement.
Knowledge of PowerShell, Python, Power Automate or other scripting and automation technologies.
Familiarity with REST APIs, enterprise connectors and system integrations.
Experience with ITSM platforms such as ServiceNow and reporting tools such as Power BI.
Understanding of enterprise cybersecurity, data protection and IT governance requirements.
ITIL Foundation certification or equivalent knowledge.
Experience supporting large-scale enterprise or government ICT environments would be advantageous.

Expected Outcomes

Reliable, secure and scalable operations of WOG AI services.
Timely resolution of incidents and service requests.
Efficient agency onboarding, licence administration and AI credit management.
Improved operational productivity through automation and process improvements.
Effective security governance, audit readiness and compliance.
Sustainable operational support as AI adoption expands across the Public Service.

Candidates must meet applicable government security requirements and complete the necessary security clearance processes.