Technical Service Manager/ Technical Architect

Please note that for project and security purposes, this role requires either the Singaporean citizenship or the Permanent residency for security clearance.

This opportunity is a 1 year fixed term contract that will be converted to a permanent contract.

IDEMIA Public Security is seeking a Technical Service Manager/ Technical Architect to work on the ABCS project which refers to the Automated Border Control System.

IDEMIA, a global leader in augmented identity and biometric solutions, has been a key player in developing and implementing advanced border control systems in Singapore. The Automated Border Control System (ABCS) uses state-of-the-art biometric technologies such as facial recognition, fingerprint scanning, and iris recognition to facilitate faster and more secure immigration clearance.

This role is responsible for the application performance and availability, working closely with other technical teams to ensure the service to our client is always of the best quality. As a Technical Authority you'll play a critical role in overseeing and ensuring the technical quality and integrity of the support provided.

Key Responsibilities:

• Troubleshoot and resolve tickets escalated by support levels 1 and 2 within SLAs.
• Reproduce, document, and escalate customer issues to relevant development teams.
• Design workarounds or action plans to resolve issues promptly.
• Lead a team of Customer Success/Field Engineers, ensuring effective problem resolution.
• Maintain IT infrastructure and perform system upgrades during post-go-live periods.
• Manage critical issues and maintain strong communication with customers during high-priority situations.
• Keep support documentation up to date and ensure proper procedures are followed.

Skills & Experience:

• Technical Expertise: Linux, Windows, Active Directory, Networking (firewalls, switches), Kubernetes (or Docker), VMware.
• Automation: Python and Ansible scripting (nice to have).
• Problem-Solving: Strong troubleshooting and analytical skills.
• Leadership: Experience leading technical teams in critical environmen

If you're a technical expert with a passion for problem-solving and leadership, and you're looking to take your career to the next level, we'd love to hear from you!