Operation Support Lead

Job Summary

As an Operation Support Lead, you will be responsible for managing the day-to-day operations of critical application systems. Your role involves overseeing system maintenance, managing vendors and contractors, and ensuring smooth system performance. You'll troubleshoot issues, manage user access, plan and execute system upgrades, and perform regular risk assessments. Additionally, you'll be tasked with implementing system enhancements, from cost estimation and resource allocation to overseeing implementation and user acceptance testing. Your expertise in IT service management, security best practices, and systems integration will be crucial in identifying and implementing process improvements and operational efficiencies. This role requires a strong technical background, preferably with experience in the financial or government sector, and the ability to manage diverse IT environments while ensuring compliance with relevant policies and procedures.

Key Responsibilities

• Manage the day-to-day running of application systems, for example:
• Oversee and ensure the smooth running of the systems under your charge and that all key maintenance and support tasks are completed in a timely manner.
• Manage outsourced vendors and/or in-housed contractors to meet the delivery and operation needs of the systems.
• Work with internal and/or external parties to troubleshoot the root causes of the issues reported, ensure that the issues identified are reported and fixed according to the service level agreement as well as incident management framework.
• Manage on-/off-boarding of user accounts and changes in roles, and review user access/audit logs to ensure compliance.
• Plan, execute and support system implementation, software/hardware upgrades and security patches.
• Perform regular risk assessment to identify security and/or other compliance issues with IT policies and procedures, liaise with the relevant subject matter experts to provide solutions, and oversee the proper implementation of such solutions.
• Monitor and maintain the software licenses and maintenance support relating to the systems and coordinate the procurement and renewal as necessary.
• Work with internal tech teams and vendor(s) to implement pro-active monitoring of application system health and upkeep of system performance.
• Identify opportunities for process improvement and operational efficiency enhancements and implement appropriate solutions.
• Develop and maintain documentation, including system configurations, processes, and user manuals, to facilitate knowledge sharing and ensure proper system administration.

What we are looking for

• Experience in managing and supporting IT projects/systems, preferably in the financial/government sector.
• Strong technical expertise in areas such as networking, systems administration, cloud computing, and IT security will be an advantage.
• Familiarity with IT Service Management (ITSM) processes in accordance with IT Infrastructure Library (ITIL) best practices.
• Knowledge of IT security best practices and compliance standards.
• Sound understanding of the technical aspects of systems integration in an environment with diverse technologies.
• Proficiency writing Approval of Requirements, Tender Spec and Award Note for ICT system procurement.