ABOUT THE COMPANY

We have partnered with one of the leading retail groups in Singapore with a strong presence across multiple store formats islandwide. With a portfolio of well-established brands, the business continues to grow and adapt, serving diverse customer segments though its network of over 50 outlets.

JOB SUMMARY

The successful candidate will be responsible for supporting and maintaining the organisation’s infrastructure and end-user systems across facilities (e.g., Support Centre, District Offices, and Distribution Centres). The role ensures operational reliability, supports incident resolution, and implements improvements in infrastructure performance, as well as collaborates with cross-functional teams to support infrastructure planning, upgrades, and operations, while maintaining service standards and compliance with IT governance and security protocols.
This role is based in Tampines .

QUALIFICATIONS

• At least a Diploma in Information Technology, Engineering, or related field.
• Minimum 5 years of experience in IT infrastructure, end-user support, or system operations roles.
• Good understanding of enterprise IT infrastructure components including networks, servers, and endpoint devices.
• Experience with system performance monitoring tools, asset management, and incident tracking systems.
• Familiarity with ITIL framework and SLA/KPI tracking is a plus.
• Excellent troubleshooting, communication, and service delivery skills.
• Able to support flexible hours, including nights, weekends, and public holidays (on-call).

• Drive resolution of infrastructure and operations incidents; perform root cause analysis, provide timely updates during downtime, and coach team members in resolving technical issues.
• Oversee and support end-user hardware/software deployment, system upgrades, and maintenance routines.
• Monitor system and equipment performance, including testing, performance tuning, and optimisation of hardware/software components, to ensure availability, stability, and alignment with SLAs and KPIs.
• Conduct scheduled audits, tests, and security checks to maintain compliance; ensure adherence to IT security standards, regulations, and protocols; support implementation and monitoring of cybersecurity practices.
• Manage migration and implementation of infrastructure changes in accordance with design specifications.
• Develop and maintain SOPs, service documentation, dashboards, and performance benchmarks (SLAs/KPIs).
• Recommend process improvements and pilot new tools/solutions to enhance IT support capabilities and user satisfaction.
• Participate in infrastructure project planning, resource scoping, and execution coordination; assess project plans for dependencies, risks, and budgetary needs; align operations with project timelines and service agreements.
• Gather usage data and support capacity planning initiatives.