Operations Support Engineer

Candidates required to support planned maintenance, critical incidents and service recovery activities outside normal working hours, subject to agreed operational arrangements.

Key Responsibilities

• AI Platform Operations: Manage day-to-dayoperations of WOG AI platforms, including tenant and workspace administration,user provisioning, access management, service configuration and operationalsupport.
• Service Monitoring, Incident Management andReporting: Monitor platform availability, service performance and utilisation;troubleshoot incidents and service requests; coordinate resolution with engineering teams and vendors; and produce operational dashboards and management reports.

• Licence and AI Credit Management: Administer AIsubscriptions, licences, user entitlements and credit allocations, includingprovisioning, consumption tracking, reconciliation, billing and chargebacksupport.
• Agency Onboarding and Support: Coordinate agency onboarding, workspace setup and user enablement, provide technical guidance to agency IT teams and service desks, and maintain operational documentation and knowledge articles.

• Change and Release Management: Support platform upgrades, new feature rollouts, AI agents, enterprise connectors andintegrations, including impact assessments, configuration validation, testing and operational readiness.
• Security and Governance: Maintain approved platform security configurations and access controls, support compliance reviews and audits, and coordinate remediation of operational security findings.

• Automation and Service Improvement: Develop scripts, low-code workflows and AI-enabled automation to streamline operational processes, reduce manual effort and improve service efficiency and reliability.
• Vendor and Stakeholder Coordination: Work with technology vendors, product principals, engineering teams, Product Managers and government agencies to resolve operational issues and drive continuous service improvements.

Job Requirements

• Diploma or Degree in Computer Science,Information Technology, Information Systems, Engineering or a related discipline.
• Experience in IT operations, application support, enterprise SaaS administration, cloud service operations or IT service management.

• Hands-on experience in enterprise platform administration, identity and access management, technical troubleshooting and incident resolution.
• Good understanding of IT service managementprocesses, including incident, problem, change and service request management.

• Familiarity with Single Sign-On (SSO), MicrosoftEntra ID, role-based access controls and user lifecycle management.
• Strong analytical, problem-solving,communication and stakeholder management skills.

• Ability to work independently, coordinate acrosstechnical teams and manage multiple operational priorities.

Preferred Skills and Experience

• Experience administering Microsoft 365,Microsoft 365 Copilot, ChatGPT Enterprise, Google Workspace or GeminiEnterprise.
• Familiarity with enterprise AI platforms, AIlicence management, token consumption and credit allocation models.

• Experience using AI tools, AI agents or workflowautomation for business process improvement.
• Knowledge of PowerShell, Python, Power Automateor other scripting and automation technologies.

• Familiarity with REST APIs, enterpriseconnectors and system integrations.
• Experience with ITSM platforms such asServiceNow and reporting tools such as Power BI.

• Understanding of enterprise cybersecurity, dataprotection and IT governance requirements.
• ITIL Foundation certification or equivalentknowledge.

• Experience supporting large-scale enterprise orgovernment ICT environments would be advantageous.