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Technical Support Consultant

Careers@Gov
Agency: Government Technology Agency
Job no.: 528291
Work type: Permanent/Contract
Location: Singapore
Categories:InfoComm, Technology, New Media Communications

The Government Technology Agency (GovTech) aims to transform the delivery of Government digital services by taking an "outside-in" view, putting citizens and businesses at the heart of everything we do. We also develop the Smart Nation infrastructure and applications, and facilitate collaboration with citizens and businesses to co-develop technologies.

Join us as we support Singapore’s vision of building a Smart Nation - a nation of possibilities empowered through info-communications technology and related engineering.

Reporting to the Head of Tech Management, Technical Support Consultant plays an important role in maintaining normal operations at checkpoints. He/she shall coordinate and drive ICT incidents, based on the Problem Management SOP, to restore normal service operation as quickly as possible to minimise disruption to checkpoint operation. He/she shall work closely with the Project Managers (Operations), checkpoint Senior Assistant Commanders and onsite vendors to ensure smooth operation of ICT systems at the checkpoints.
 
During Incident 
  • To have overview of dashboard on performance of ICT systems to detect signs of abnormality and report overall system health status periodically to ICA HQ (Tech Div). 
  • To ensure immediate actions are taken to investigate the abnormality upon detection and ensure resolution is in-place. 
  • To co-ordinate with the vendors on the ground and ICA HQ (Tech Div) on mitigation measures and problem resolution efforts for Ops Impact 1 and 2 incidents to ensure normalcy is restored at shortest time. 
  • To be the authoritative figure which all on-site vendors report to.  The In-Situ Tech Officer should in turn consult ICA HQ (Tech Div) for advice and instruction for the vendors. This is to ensure clear line of command especially during crisis. 
  • To be the point of contact to provide the impact assessment to ground operations and ICA HQ (Tech Div) on the outage. 
  • To follow up with Project Managers (Operations) to ensure that recovery actions, corrective actions and preventive measures are in-place for every incident encountered. 
During Normalcy 
  • To have overview of dashboard on performance of ICT systems to detect signs of abnormality and report overall system health status periodically to ICA HQ (Tech Div). 
  • To ensure all ICT systems are in good working order to support the operations at the checkpoints. 
  • To supervise, co-ordinate and monitor onsite ICT support vendors’ activities during the shift. 
  • To work closely with ICA HQ (Tech Div) on the scheduled maintenance for the ICT systems and ensure operations continue as per normal after the scheduled maintenance. 
  • During normalcy, In-Situ Tech Officer would reside either within the Checkpoint Ops Cell or close to SAC and would report the overall system health status periodically to ICA HQ (Tech Div). 
Requirements
  • Diploma or Degree in Computer Science, Computer or Electronics Engineering or Information Technology or equivalent 
  • Minimum 5 years of relevant working experience in area of service recovery, problem management, risk mitigation and impact assessment
  • Willing to work shift and be deployed to checkpoints

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