Technical Manager

We are seeking a highly competent and proactive Technical Manager leading the L1 support team and overseeing the operations, maintenance and enhancement of our Centralised Sim Card Database. This role is responsible for ensuring service level, security, stability, resilience and data integrity of the system and the user support; while working closely with and support stakeholders across business users, vendors and internal teams, to achieve organisational excellence and strategic outcomes of SGNIC.

Job Responsibilities:

System Lifecycle Management

• Oversee end-to-end operations and lifecycle of assigned systems, ensuring availability, reliability, security, and performance in compliance with ISO27000, NIST and regulatory standards
• Lead system upgrades, integrations, and migration projects while maintaining data integrity and minimizing downtime
• Recommend cost-effective solutions to enhance business processes and coordinate change management with stakeholders

Technical Support

• Lead and supervise the L1 Technical Support team, ensuring proper case handling, customer care, and SLA adherence through effective incident and service request management
• Provide advanced troubleshooting support and act as liaison between users, L1 team, and vendors to ensure timely issue resolution
• Develop knowledge base, SOPs, and training materials while mentoring L1 staff to enhance their technical and customer service capabilities
• Conduct regular case reviews to identify trends and process improvements, and lead 24x7 standby support coverage for critical incidents

Stakeholder and Vendor Management

• Serve as primary contact for assigned systems, coordinating with stakeholders including vendors, users, system owners, procurement, finance, CISO, and executive leadership
• Develop and manage service level agreements while overseeing vendor performance, compliance with organizational policies, and industry best practices
• Conduct vendor assessment reviews to identify and address gaps, and collaborate with business units to gather requirements and support operational needs

Security and Compliance Management

• Ensure system compliance with policies, standards, and regulations while working with vendors to address findings and manage risks in coordination with ITSC, CISO, and system owners
• Conduct regular security activities including user access reviews, patching, security configuration baselining, backups, and disaster recovery tests
• Serve as primary contact for security incidents, compliance audits, and maintain comprehensive system documentation for auditability and reporting

Procurement and Contract Management

• Develop and manage annual OPEX and CAPEX budgets while tracking expenditure and optimizing cost-efficiency without compromising system performance and compliance
• Plan resource allocation for system upgrades and maintenance activities, and oversee procurement processes including tender specifications, evaluation, and contract negotiations

Job Requirements:

• Background in Computer Science, Information Systems, Information Technology, or related technical field
• 4-6 years of experience in IT support or service desk operations, including at least 2 years in a supervisory or leadership role
• Experience in cloud computing with AWS or Microsoft Azure certifications being advantageous
• Solid knowledge of IT project management, system troubleshooting, and networking with certifications such as PMP, ITIL, CISSP, or CCSP being highly valued
• Proven ability to manage vendors, budgets, and cross-functional teams with strong analytical skills and customer-focused approach
• Agile and adaptable mindset with excellent communication skills and willingness to participate in after-hours standby support for 24x7 operations