Provide end‑to‑end technical architecture oversight for all IT systems and develop a long‑term technology roadmap.
Oversee system‑to‑system integrations, including interfaces with external agencies such as AIC, CPF, MOH, Synapxe and DBS.
Guide and support application teams across multiple domains including Finance, HR, Medical, Clinical, Volunteer Management, and Donation Management.
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Build and maintain Power BI dashboards and data models (including DAX) to deliver clear, actionable insights for business users.
Support application integration using tools such as OIC and APIs, enabling smooth connectivity between enterprise systems and reducing manual workarounds.
Keep documentation current for system configurations and processes; conduct training sessions to help end-users work effectively with business applications.
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Plans and manages implementation of processes and procedures, tools and techniques for monitoring and managing the performance of automated systems and services, in respect of their contribution to business performance and benefits to the business, where the measure of success depends on achieving clearly stated business/financial goals and performance targets. Gives operational and maintenance acceptance for new and changed systems and services.
On the basis of both experience and foresight, sets up and maintains a risk management program. In the event of a crisis, minimizes its effect and manages resolution so as to bring the situation to a satisfactory conclusion.
Contributes to policy making including strategic planning, hardware and software procurement, staff development and rewards, choice of methods and standards and the marketing and selling of services and products. Sets targets, and ensures that service performance is monitored and maintained as defined within the agreed service level agreements, service level parameters or contracts. Ensures that detailed metrics and records are kept and that appropriate action is initiated to maintain service levels. Identifies and implements new service performance metrics.
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• Respond to customer inquiries and provide technical support within Service Level Agreements (SLAs) via various communication channels. (Level 1 Support)
• Handles more complex technical issues, whether on-site or in-house, that cannot be resolved at the initial resolution attempts. These issues may require deeper troubleshooting, root cause analysis, and specialized knowledge for resolution, which may also involve in-house repair or coordination with OEM/suppliers. (Level 2/3 Support)
• Collaborate with cross-functional teams to escalate and resolve difficult issues.
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