Assistant Manager / Manager, IT (IT Operations Engineer)

JOB RESPONSIBILITIES

MOH Office for Healthcare Transformation Pte Ltd (MOHT) is a national innovation unit that contributes to the reshaping of Singapore’s healthcare system through evidence-guided partnerships-first approaches. The Corporate IT office supports MOHT’s programme teams and members in the planning and delivery of key shared services – e.g. hardware, software, communications.

Duties

Summary - We are seeking a skilled IT Engineer to join our team, focusing on device and service management, IT monitoring, troubleshooting, and Level 1 support duties. The ideal candidate will also provide assistance with IT service management and planning.

Device Endpoint and Service Management:

• Manage and maintain IT assets (desktops, laptops, servers, mobile devices, software, credentials)
• Implement and oversee IT management solutions
• Ensure timely updates, patches, and security measures
• Manage IT services and applications across the organization

IT Monitoring and Troubleshooting:

• Monitor IT services, systems and network performance and availability
• Identify and resolve technical issues promptly
• Conduct root cause analysis and implement preventive measures
• Maintain system logs and documentation

IT Operator Support:

• Provide first-line technical support to end-users
• Respond to and resolve IT-related inquiries and incidents
• Escalate complex issues to appropriate teams when necessary
• Maintain a high level of customer service and user satisfaction

IT Demand Management:

• Assist in assessing and prioritizing IT requests
• Contribute to capacity planning and resource allocation
• Support the development of IT roadmaps and strategies

Training:

• Develop and deliver IT training materials for end-users
• Conduct training sessions on new technologies and best practices
• Create and maintain IT documentation and user guides

Procurement Management:

• Assist in identifying IT equipment and associated needs (e.g. licensing)
• Research and recommend cost-effective IT solutions
• Support the procurement process for IT-related purchases
• Manage vendor relationships and contracts

Stakeholder and Vendor Management:

• Act as a liaison between the IT department and other business units
• Communicate IT initiatives, changes, and impacts to relevant stakeholders
• Manage vendor relationships for IT products and services
• Negotiate and review vendor contracts and service level agreements (SLAs)
• Conduct regular vendor performance evaluations
• Coordinate with vendors for support, maintenance, and issue resolution
• Stay informed about new vendor offerings and technologies that could benefit the organization

Service Management:

• Contribute to the development of service improvement plans
• Support the creation and maintenance of the service portfolio
• Help identify opportunities for service optimization and cost reduction
• Assist in creating and maintaining service level agreements (SLAs)
• Contribute to capacity planning and availability management
• Support the development of security policies and procedures

JOB REQUIREMENTS

• Higher education in Computer Science, Information Technology, or related field(s)
• 3+ years of work experience in IT support and systems administration
• Knowledge and practical experience with IT management tools and practices
• Familiarity with IT service management frameworks (e.g., ITIL) or strategies
• Strong problem-solving and analytical skills
• Strong communication and interpersonal abilities
• Certifications such as CompTIA A+, MCSA, or ITIL Foundation are a plus
• This role requires a versatile IT professional who can manage day-to-day operations while contributing to broader IT initiatives. The ideal candidate will be adaptable, proactive, and committed to delivering high-quality IT services across the organization.
• Strong critical thinking and technology literacy is key
• Clear and concise oral and written communication is preferred
• Determined, resourceful and adaptable individual with passion to learn on the job and drive towards excellence and task resolution proactively is key
• Ability to thrive in and navigate ambiguity with a self-starter mindset
• Good resource and task management skills
• Willingness to be a continuous learner, proactive and hands-on is key
• Ability to track multiple ongoing work-streams, and to meet deadlines responsibly
• Professional proficiency in Microsoft Office, collaboration and planning tools
• Reference Key Performance Indicators (KPIs): Service availability and reliability metrics. Incident rates, resolution times and first-contact resolution rates. Service satisfaction scores. Compliance with SLAs and OLAs (Operational Level Agreements). Successful implementation of improvement initiatives

Why Join Us?

At MOHT, you can look forward to contribute meaningfully to the transformation of Singapore's health system. You will be a part of an innovative team, shaping change through close collaborations, internally and with partners. We are committed to develop our people professionally and individually. Our conducive work environment and culture empowers our people to stay healthy and well.

If you have what it takes, join us and let's make a difference together!