Technical Support Manager

Job Title: IT Support Manager

Role: Contract 12Months + Extension

Role Overview

The Maintenance Manager (MM) is fully accountable for Day-2 operations, system stability, and service quality of Singapore Government IT projects. This role requires strong ownership of the system in production, excellence in incident handling and reporting, and close collaboration with project (Day-1) teams to ensure smooth transitions, aligned expectations, and operational readiness.

The MM is expected to act as the single point of ownership for maintenance, represent the maintenance team to external customers, and drive continuous improvement of operational processes.

Key Responsibilities

1. End-to-End Maintenance Ownership

• Take full ownership of system maintenance, stability, and operational performance.
• Ensure the system is production-ready at all times, including post-release support and steady-state operations.
• Proactively identify operational risks and drive mitigation plans.
• Serve as the primary authority for Day-2 matters, decisions, and escalation.

2. Incident & Problem Management

• Lead and manage major incidents (Sev 1 / Sev 2) from detection to closure.
• Ensure timely escalation, coordination, and resolution across infra, system, and application teams.
• Produce clear, structured incident reports, including:
• Incident timeline
• Impact assessment
• Root cause analysis (RCA)
• Corrective and preventive actions
• Present incident findings confidently to external customers and stakeholders.
• Track recurring issues and drive problem management initiatives.

3. Stakeholder Communication & Reporting

• Represent the maintenance team in operational meetings, reviews, and briefings with external customers.
• Prepare and present maintenance slides, operational dashboards, and incident summaries.
• Communicate system health, risks, and recovery plans clearly to both technical and non-technical audiences.
• Build trust with stakeholders through transparency, accountability, and delivery.

4. Day-1 / Day-2 Alignment & Transition

• Work closely with Day-1 project teams to:
• Align expectations on operational readiness and support scope
• Review release schedules, cutover plans, and post-go-live support
• Ensure proper handover of documentation, SOPs, and system knowledge
• Validate that new releases are supportable, operable, and maintainable before acceptance into Day-2.
• Raise gaps early and enforce operational acceptance criteria.

5. Operations Governance & Process Excellence

• Define, maintain, and enforce maintenance SOPs, escalation paths, and support workflows.
• Ensure disciplined execution of incident, problem, and change management processes.
• Drive continuous improvement of operational processes and service quality.
• Support audits, reviews, and governance checks as required by government projects.

6. Team Leadership & Coordination

• Lead and coordinate in-house Day-2 Infra, System, and Application teams.
• Ensure clear roles, responsibilities, and accountability across support functions.
• Manage duty rosters, standby arrangements, and operational coverage.
• Coach team members on incident handling, reporting quality, and operational discipline.

Required Qualifications

• Singapore Citizen (mandatory).
• Bachelor’s Degree in IT, Computer Science, Engineering, or equivalent.
• Minimum 8–12 years of IT experience, with at least 3–5 years in a Maintenance Manager / Operations Lead / Production Support Lead role.
• Proven experience managing mission-critical systems in production.

Mandatory Experience & Skills

• Strong hands-on experience in IT Maintenance / Day-2 Operations.
• Demonstrated ownership of end-to-end incident management, including major incidents.
• Proven ability to write high-quality incident reports suitable for external customers.
• Experience preparing and presenting maintenance and incident slides to external stakeholders.
• Strong experience working with project (Day-1) teams on release planning, handover, and support readiness.
• Solid understanding of ITIL-based service management practices.
• Ability to operate effectively in 24/7 operational environments.

Preferred / Advantageous Experience

• Experience supporting Singapore Government IT systems.
• Familiarity with environments involving:
• Application platforms (Java, Node.js, microservices)
• Integration platforms (Kafka, MQ, REST/SOAP)
• Containerized platforms (Docker, Kubernetes)
• Experience in audit-heavy, security-sensitive, or high-availability systems.
• ITIL Foundation or higher certification.

Key Attributes (Critical for Success)

• Strong sense of ownership — treats the system as “my system in production.”
• Calm, decisive, and structured during high-pressure incidents.
• Clear, confident communicator with strong stakeholder presence.
• Detail-oriented with a governance and compliance mindset.
• Able to challenge Day-1 teams constructively to protect Day-2 quality.