Operations Support Engineer (GovTech Projects)

Job Title: Operations Support Engineer (GovTech Projects)

Role Summary

As an Operations Support Engineer, you will be at the frontline of maintaining the reliability and security of mission-critical government digital services. You will bridge the gap between technical operations and user experience, ensuring that incidents are managed efficiently and system uptime is maximized. You will be a power user of Zendesk for service desk management and Jira for technical escalation and sprint-based bug tracking.

Key Responsibilities

• Incident & Service Request Management: Act as the primary point of contact for technical issues. Manage the full ticket lifecycle in Zendesk, ensuring all user queries are addressed within stipulated SLAs.

• Technical Triage & Escalation: Investigate complex technical issues reported by agency stakeholders. Use Jira to document bugs, link them to relevant project epics, and coordinate with DevOps/Development teams for resolution.

• System Monitoring & Health Checks: Perform daily health checks on systems hosted on the Government Commercial Cloud (GCC) or on-premise environments to ensure 99.9% availability.

• Change & Release Support: Assist in production deployments and patches. Use Jira to track change requests and ensure documentation is updated in Confluence/Internal wikis.

• Knowledge Management: Maintain and build a robust knowledge base in Zendesk to empower end-users with self-service capabilities.

• Compliance & Security: Ensure all operational activities comply with IM8 policies and Singapore Government security standards. Participate in periodic security audits and vulnerability assessments.

Technical Skills & Qualifications

Required:

• Diploma/Degree in Computer Science, Information Technology, or a related field.

• Zendesk Proficiency: Deep experience in configuring triggers, automations, and macros to streamline support workflows.

• Jira Proficiency: Ability to manage boards, create custom workflows, and use JQL (Jira Query Language) for reporting.

• ITSM Knowledge: Strong understanding of ITIL frameworks (Incident, Problem, and Change Management).

• Operating Systems: Basic proficiency in Linux/Unix commands and Windows Server administration.

Preferred (Nice-to-Have):

• Experience working on Singapore Government projects or familiarity with the Government Commercial Cloud (GCC).

• Familiarity with Confluence for documentation.

• Basic understanding of APIs and the ability to use tools like Postman for troubleshooting.

• ITIL Foundation Certification.