IT Operations Support Engineer

About Capgemini

Capgemini is an AI-powered global business and technology transformation partner, delivering tangible business value. We imagine the future of organizations and make it real with AI, technology and people. With our strong heritage of nearly 60 years, we are a responsible and diverse group of over 420,000 team members in more than 50 countries. We deliver end-to-end services and solutions with our deep industry expertise and strong partner ecosystem, leveraging our capabilities across strategy, technology, design, engineering and business operations. The Group reported 2025 global revenues of €22.5 billion.

About the role

The ICT Operations Support Engineer is responsible for the day-to-day administration and operational support of the client's ICT environment. The role focuses on service request management, IT administration, vendor coordination, user support, and operational governance to ensure ICT services are delivered effectively, securely, and in compliance with Whole-of-Government (WOG) standards.

A key responsibility of this role is to manage the end-to-end lifecycle of ICT service requests, ensuring requests are accurately raised, tracked, fulfilled, and verified before closure.

Responsibilities

ICT Operations & Service Request Management

• Raise, track, and manage ICT service requests, incidents, and operational support activities.
• Coordinate with government agencies, managed service providers, and vendors to fulfil requests within agreed SLAs.
• Review and validate service request submissions, approvals, and fulfilment evidence.
• Monitor request backlog, follow up on outstanding requests, and escalate service delivery issues where necessary.
• Maintain accurate records and audit trails for operational activities.

IT Administration & User Support

• Administer Microsoft 365 services, including Exchange Online, Teams, SharePoint Online, OneDrive, Entra ID, and Intune.
• Support user onboarding, offboarding, and access management processes.
• Manage user accounts, shared mailboxes, distribution lists, licenses, and security groups.
• Coordinate endpoint provisioning, software installation, and workplace technology support.

Vendor & Service Delivery Management

• Act as the liaison between the client and ICT service providers.
• Monitor vendor performance against SLAs and KPIs.
• Review service reports and validate completed work before acceptance.
• Participate in operational and service review meetings.

Governance, Security & Compliance

• Support ICT governance, audit, risk management, and cybersecurity activities.
• Conduct periodic access reviews and support compliance exercises.
• Ensure ICT processes and documentation remain current and audit-ready.

Asset & Operations Support

• Maintain ICT asset inventory and software license records.
• Support asset verification, refresh, replacement, and disposal activities.
• Assist in incident management, problem management, and operational reporting.

Requirements

Qualifications

• Diploma or Degree in Information Technology, Computer Science, Information Systems, or a related discipline.

Experience

• Minimum 2 years of experience in IT operations, IT administration, service management, or infrastructure support.
• Experience supporting Microsoft 365 and workplace technologies.
• Experience working with vendors and managed service providers.
• Familiarity with IT service management processes and tools.

Preferred Experience

• Experience working within the Singapore Government ICT environment.
• Familiarity with WOG ICT processes, governance, and support models.
• Experience using Government ICT support portals such as:
• ITSM Portal
• SGMail Administration Portal
• EUSS Portal
• Experience supporting user provisioning, access management, email administration, and workplace technology services.

Key Competencies

• IT Administration
• Service Request Management
• Vendor Coordination
• Customer Service Excellence
• Stakeholder Management
• Problem Solving and Analytical Skills
• Attention to Detail
• Operational Governance and Compliance
• Communication & Interpersonal Skills

Let's talk about what's in it for you!

Passionate people are Capgemini's Ace of Spades - join us to discover a career that will challenge, support and inspire you. Working at Capgemini you'll find the rewards are more than just financial. You will work alongside some very smart and inspiring people on exciting projects and you will also enjoy incredible benefits. We offer flexible work practices and 40 hours of self-development every year with a huge selection of learning opportunities to choose from.

As "Architects of Positive Futures", Capgemini actively supports the community in 3 ways:

Diversity and Inclusion - we believe diversity of thought fuels excellence and innovation, which is why we positively encourage applications from suitably qualified candidates regardless of their gender identity, ethnicity, sexual orientation, religion, ability, intersex status or age. To support our commitment to diversity and inclusion, we celebrate special events and days of significance that are important to our employees such as Diwali, Bastille Day, Pride, IDAHOBIT, IWD and International day of people with Disabilities. Our Employee Resource Groups Women@Capgemini and OutFront support the grassroots passion of employees to drive our diversity agenda and effect change.

Digital inclusion - at Capgemini we are using our skills to drive social impact initiatives focusing on helping society address the impact of the digital and automation revolution. We also provide employees with opportunities to give back to the community through charity projects and volunteer days.

Environmental Sustainability - Capgemini joined the CDP's (Carbon Disclosure Project) prestigious "A list" for its commitment to the Net-Zero economy. We are focusing on helping our clients transform towards more sustainable business models and committing to reduce our own carbon emissions (GHG) by 20% per employee by 2020.

Recognized by Ethisphere as one of the World's Most Ethical Companies for the last 8 years in a row, ethics and values are at the heart of Capgemini's corporate culture and business. Embedded in our DNA, our seven values - Honesty, Boldness, Trust, Team Spirit, Freedom, Fun and Modesty - have remained the same since company inception in 1967. To see how we bring these values to life, click here to listen to some of our employee’s stories.

Come join us, bring your whole self to work, create new possibilities for you, your customers and your community and help us to be Architects of Positive Futures.