IT Support Manager – Command Centre (Singapore)

About the role

The Command Centre IT Support Manager provides hands‑on technical assistance to Command Centre staff and hotel teams during the Power of M transition. Working on a rotating 24x7 shift roster, the role triages incidents, resolves end‑user and workstation issues, and ensures accurate ticket handling via ServiceNow and Jira.

Key responsibilities

• Deliver Level 1/2 technical support for Command Centre associates during assigned shifts, guiding tool usage and process adherence.
• Assist hotels during cutover and hypercare, offering timely troubleshooting, clear communication, and escalation when needed.
• Troubleshoot network and connectivity problems (DNS, DHCP, Wi‑Fi, LAN, VPN, upstream links) and coordinate escalation to resolver groups or vendors.
• Handle user access and account issues related to MFA/SSO, role provisioning, and login failures following approved processes.
• Diagnose and resolve workstation hardware, OS, peripheral, and application configuration issues to minimise operational disruption.
• Log, categorize, and update incidents in ServiceNow and Jira with detailed reproduction steps, impact, timestamps and evidence.
• Maintain shift handover notes, documenting open incidents, escalations, known issues and next actions.
• Contribute to continuous improvement by documenting fixes, identifying recurring problems and updating knowledge bases.

Required profile

• Minimum 2 years experience in IT service desk, desktop support, NOC/command centre or 24x7 technical support.
• Working knowledge of ITIL/ITSM practices (incident, problem, change) and disciplined ticket hygiene.
• Proven ability to troubleshoot network/connectivity and end‑user computing issues using a structured approach.
• Experience with identity and access management processes, including MFA and SSO.

Required skills

• ServiceNow
• Jira
• ITIL
• ITSM
• DNS
• DHCP
• Wi‑Fi
• LAN
• VPN
• MFA
• SSO