Assurity Trusted Solutions (ATS) is a wholly owned subsidiary of the Government Technology Agency (GovTech). As a Trusted Partner over the last decade, ATS offers a comprehensive suite of products and services ranging from infrastructure and operational services, governance and assurance services as well as managed processes. In a dynamic digital and cyber landscape, where trust & collaboration are key, ATS continues to drive mutually beneficial business outcomes through collaboration with GovTech, government agencies and commercial partners to mitigate cyber risks and bolster security postures.
Responsibilities:
Product Operations & Support
- Manage and triage user requests, inquiries, and operational support tickets across internal and external stakeholders.
- Analyse and categorize product-related issues and user requests to identify recurring patterns and opportunities for improvement periodically.
- Maintain operational workflows and task tracking across Jira boards and support channels periodically.
- Coordinate issue resolution and escalations with engineering, operations, and cross-functional teams.
- Support product operational processes to ensure efficient handling of user inquiries and technical support requests.
User Engagement & Testing Support
- Coordinate user testing sessions and product validation activities with internal and external stakeholders.
- Collect and consolidate user feedback to support product improvement and feature prioritization.
- Assist with gathering product usage metrics and operational data for monthly reporting and product performance tracking.
Backlog Management & Product Delivery Support
- Support intake and tracking of product feature requests and operational improvement initiatives.
- Facilitate the backlog grooming and coordination with engineering, operations, and design teams.
- Track feature implementation progress and ensure alignment with product priorities and delivery timelines.
Product Documentation & Content Management
- Support the creation and maintenance of product documentation, user guides, and operational procedures.
- Work with engineering and operations teams to ensure documentation reflects current platform capabilities and workflows.
- Contribute to improving user-facing product information and support materials.
Technical & Platform Familiarity
- Develop a working understanding of cloud infrastructure, networking concepts, and cloud resource provisioning.
- Support operational processes related to cloud platform services and hosting models.
- Collaborate with internal teams and cloud service providers to support platform operations and product integration where necessary.
Experience
- 2–5 years of experience in Product Operations, Technical Operations, Project/Service Delivery Management, or Product Support roles.
Skills & Competencies
- Experience working with product management ticketing or workflow management systems (e.g., Jira or equivalent).
- Strong organizational and coordination skills with the ability to manage multiple product operational tasks.
- Ability to analyse user requests and operational data to identify trends and improvements.
- Strong written communication skills, particularly in technical documentation and user guides.
- Ability to work effectively with cross-functional teams including engineering, operations, and product teams.
Preferred
- Familiarity with cloud platforms (AWS, Azure, Google).
- Basic understanding of cloud networking and infrastructure concepts.
- Experience supporting large enterprise cloud environments.
- Familiar to UI/UX feedback collection or user testing processes.
Join us and discover a meaningful and exciting career with Assurity Trusted Solutions!
The remuneration package will commensurate with your qualifications and experience. Interested applicants, please click "Apply Now".
We thank you for your interest and please note that only shortlisted candidates will be notified.
By submitting your application, you agree that your personal data may be collected, used and disclosed by Assurity Trusted Solutions Pte. Ltd. (ATS), GovTech and their service providers and agents in accordance with ATS’s privacy statement which can be found at: https://www.assurity.sg/ or such other successor site.
