Operations Support Engineer

Key Responsibilities:

Portfolio Operations, Funding and Service Management

• Review current IT processes, structures, and ways of working to understand how well they support business needs.
• Manage and track subscriptions, billing, cost recovery, funding / project codes, procurement / logistics interfaces, utilization and payment reconciliation.
• Maintain the operational picture for service requests, quotas, migrations, lease extensions, outstanding actions and key dependencies.
• Coordinate technology service teams, technical service managers, service representatives, Finance/Funding, Procurement and other supporting parties to drive actions to closure.

Technical Service Manager (TSM) Operations and Continuity

• Gather and document key assumptions that will guide IT improvements.
• Coordinate TSM day-to-day activities and interfaces covering subscriptions, billing, service requests, quotas, site operations and escalation.
• Track TSM staffing, contract, funding, security clearance and understudy / replacement arrangements to mitigate transition risk plans for moving from current to future state.

Enterprise Mobile and Device Operations

• Oversee enterprise mobile and device service procurement, demand, device/account mapping, configuration, onboarding, handover, replacement, reassignment and termination.
• Maintain accurate device, subscription and user entitlement records and coordinate resolution of operational issues.

Service Flexibility and Security Controls

• Support exploration of differentiated mobile and device operating models for different target audiences, including eligibility, approvals and provisioning arrangements.
• Coordinate assessment of proportionate security controls for different user populations, including temporary staff and the feasibility/governance of MAC-based access or whitelisting controls where applicable.

Governance, Documentation and Improvement

• Maintain action / decision trackers, SOPs, RACI matrices, process flows and the Operations Handbook / Handover Documentation.
• Identify gaps and improvement opportunities and coordinate implementation with the relevant service, security and technical owners.

Requirements & Qualifications

Educational Qualification & Experience

• Experience in public-sector or large-enterprise ICT environments.
• 8+ years of experience with government-related service models, shared ICT services or vendor-managed ICT services.
• Working knowledge of public-sector or regulated ICT operating environments is advantageous.

Technical & Professional Competencies

• Understanding of ICT service delivery, operations, service management and vendor management.
• Familiarity with asset / device lifecycle management, endpoint provisioning, software baseline controls and access-control concepts.
• Ability to work with funding, billing, subscription, asset and service records and reconcile operational dependencies.

Soft Skills & Communication Attributes

• Strong coordination, analytical and problem-solving skills with disciplined follow-through.
• Excellent written and verbal communication and stakeholder facilitation skills.
• Strong documentation, process visualization and action-tracking capability.
• Ability to communicate operational and security considerations clearly to both service and non-specialist stakeholder.

Skills

Document Preparation, Enterprise IT Infrastructure, Key Management, Continuity of Operations, ICT Governance, Subscription Services, Procurement, Portfolio Administration, Interpret Business Needs, Vendor Management, Technical Skillset, Access Control Management, End to End Procurement, Billing and Settlement Administration, Shared Services, development of soft skills