Oversee IT End User Support for Singapore.
Ensure IT Asset management process is followed, and records are up to date.
Ensure IT requests and incidents are handled by IT contractors as per SLA.
Work closely with global/regional support teams on IT initiatives implemented in country.
Provide guidance and training to junior staff and IT contractors
Assist Team/Country leader to oversee/participate in IT Projects
Review deliverables by junior staff and highlight to team/country leader on variance/high compliance
Incident problem management (relative to sites) / Post-mortem
Educate and influence user behavior to utilize global standard procedures for IT service requests and incident tickets.
Monitor end-user client IT computing infrastructure operation to ensure its availability and stability.
Work closely with other IT colleagues in JCAP as One IT Team.
Support business initiatives through our company’s standard IT technology.
Plan IT equipment lifecycle refreshes and oversees successful implementation.
Interact with support and Company IT platform teams to support business when the service request or incidents are beyond what local country IT team can provide.
Familiar with our company’s procurement process

Education Minimum Requirement:

College or university degree in Computer Science, Information Systems, Engineering, or equivalent fields.

Required Experience and Skills:

Demonstrated a consistent track record of delivering customer-focused outcomes.
5 years’ experience in supporting IT operations including 3 years hand-on experience in Microsoft Windows desktops, Microsoft Office Suite and HP network printer support and IT Telecom room management.
Experience in Manufacturing/Lab operations support will be an added advantage.
Process knowledge in service delivery, operations, and support (e.g. ITIL experienced).
Experience in vendor/contractor management.
Incorporates customer needs in policies/decisions and increases customer satisfaction with the provided services.
Strong interpersonal, collaboration skills with sense of empathy. Able to execute assignment with minimum supervision.
Excellent oral and written communication skills.
Good skillset to analyze issue and perform problem-solving.
Proactively participates in IT Team activities and provides support when needed.
Proactively seeks to understand business objectives and priorities.
Fully understands our company’s infrastructure technology standards, IT strategy and operating model.
Works well with other team members to recommend improvements to services.
Demonstrates a sense of service ownership and makes recommendations for service improvements.
Contributes regularly to improving knowledge management and has a strong commitment to continually improving service quality.
Network experience is preferred

Required Skills:
Benefits Management, Business Analysis, Business Initiatives, Business Process Improvements, Contractor Management, Customer Delivery, Governance Management, ICT Strategy, Information Technology Operations, IT Maintenance, IT Operation, IT Performance Management, IT Project Lifecycle, Problem Solving, Program Management, Project Procurement Management, Social Collaboration, Stakeholder Relationship Management, Strategic Planning, Workforce Planning

Preferred Skills:
Current Employees applyHERE

Current Contingent Workers applyHERE

Search Firm Representatives Please Read Carefully
Merck Co., Inc., Rahway, NJ, USA, also known as Merck Sharp Dohme LLC, Rahway, NJ, USA, does not accept unsolicited assistance from search firms for employment opportunities. All CVs / resumes submitted by search firms to any employee at our company without a valid written search agreement in place for this position will be deemed the sole property of our company. No fee will be paid in the event a candidate is hired by our company as a result of an agency referral where no pre-existing agreement is in place. Where agency agreements are in place, introductions are position specific. Please, no phone calls or emails.

Employee Status:
Regular

Relocation:
No relocation

VISA Sponsorship:
No

Travel Requirements:
No Travel Required

Flexible Work Arrangements:
Hybrid

Shift:
Not Indicated

Valid Driving License:
No

Hazardous Material(s):
NA

Job Posting End Date:
09/30/2026*A job posting is effective until 11:59:59PM on the dayBEFORE the listed job posting end date. Please ensure you apply to a job posting no later than the dayBEFORE the job posting end date.
Requisition ID: R408146