Operations Support Engineer

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.

You are required to take ownership of complex operational issues and major incident resolution, lead operational readiness for new AI capabilities and platform changes, and drive improvements in operational processes, service reliability and automation.

Coordinate cross-platform issues involving multiple vendors, product principals and government agencies, provide technical guidance and mentoring to support engineers, and support service governance, operational risk management and performance reviews.

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

1. 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.

2. 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.

3. Licence and AI Credit Management: Administer AI subscriptions, licences, user entitlements and credit allocations, including provisioning, consumption tracking, reconciliation, billing and chargeback support.

4. 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.

5. 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.

6. Security and Governance: Maintain approved platform security configurations and access controls, support compliance reviews and audits, and coordinate remediation of operational security findings.

7. 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.

8. 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.