Assistant Manager, IT Infrastructure Operations

About Raffles Medical Group

Raffles Medical Group (RMG) is the leading home-grown private healthcare provider in the region, originating in 1976 with just two clinics in Singapore. Now serving patients in five countries across 14 cities, RMG is a multidisciplinary medical group publicly listed on the Singapore Stock Exchange, operating over 100 medical facilities. It uniquely offers a fully integrated healthcare system including a tertiary hospital, family medicine and dental clinics, insurance services, alongside Japanese and Traditional Chinese Medicine clinics, a Healthy Longevity Centre, and a consumer healthcare division. Its flagship is Raffles Hospital, with expanded presence through hospitals in Chongqing, Beijing, and Shanghai in China.

Role Overview

The position of Assistant Manager for IT Infrastructure Operations focuses on the development, implementation, and upkeep of policies and daily practices concerning infrastructure and platform support services. This role demands technical guidance and supervisory oversight to guarantee the consistent, secure delivery of infrastructure services aligned with defined SLAs. Responsibilities include coordinating the team, managing vendor relationships, and collaborating with relevant stakeholders such as application, security, DevOps, and business groups to sustain high service availability and foster continuous enhancement.

Key Responsibilities

• Manage daily operations of infrastructure services, including servers, cloud platforms, networks, storage, and helpdesk support while prioritizing tasks and maintaining service availability, system performance, backups, and recovery in line with SLA/KPIs.
• Lead the resolution of incidents and major incidents, oversee root cause analysis, and implement corrective measures.
• Perform monitoring of health checks, data flows, backups, and integration processes across infrastructure components.
• Maintain incident, problem, and change management procedures compliant with ITIL best practices, including documentation of SOPs, runbooks, and knowledge bases.
• Serve as the primary contact for assigned services and coordinate efforts with application, security, and DevOps teams during rollouts.
• Oversee vendor performance, handle escalations, and ensure adherence to contractual SLAs for reliability and cost management.
• Develop and advocate infrastructure support strategies and roadmaps aligned with business and IT goals.
• Identify, analyze, and resolve recurring infrastructure issues and drive permanent solutions post root cause analysis.
• Support initiatives for automation, standardization, and Infrastructure as Code to boost efficiency and reduce manual operations.
• Recommend infrastructure enhancements based on industry best practices.
• Validate infrastructure components prior to deployment and manage their migration into production environments.
• Supervise change management and governance processes within delegated authority.
• Propose improvements to infrastructure availability, scalability, and performance.
• Coordinate capacity planning and platform upgrade activities with vendors and internal teams.
• Provide daily leadership, mentoring, and technical guidance to infrastructure engineers while managing workloads, scheduling, on-call duties, and development plans.
• Drive learning plans, coaching efforts, and nurture emerging leadership abilities within the team.
• Ensure compliance with IT policies, regulatory standards, audit requirements, and participate in disaster recovery and business continuity exercises.
• Manage vendor relationships focused on incident resolution, service delivery, and cost optimization.
• Escalate significant risks and issues to senior management and make informed recommendations on architecture, budgeting, and risk management.

Required Qualifications and Skills

• Diploma or Bachelor's degree in Computer Science, Engineering, or a related field.
• 3 to 5 years experience in infrastructure operations, support, or implementation within enterprise or regulated settings.
• Competence in networking, servers, cloud technologies, identity management, Microsoft 365, backup and disaster recovery, monitoring, and security controls.
• Preferred familiarity with Microsoft Azure and environments requiring strict compliance.
• Relevant certifications such as CCNA, CompTIA Network+/Security+, ITIL Foundation, Microsoft Azure credentials, or security certifications (CCSP/GSEC) are advantageous.
• Proven abilities in documentation, problem-solving, and effective stakeholder communication.
• Willingness to undertake regional travel for project support, stakeholder engagements, and knowledge transfer activities.