Patching Operations Process Specialist

Job Level: L3

Experience: 6+ years

Contract Duration: 12 Months

Function: Infrastructure Operations / Technology Service Management

Location: Singapore

Job Overview

We are seeking a skilled Patching Operations Process Specialist to oversee and facilitate comprehensive patching operations for enterprise infrastructure environments, focusing on urgent and accelerated patching efforts.

This role involves the establishment and management of a structured operating rhythm for weekly accelerated patch cycles and urgent 3-day patching initiatives. Responsibilities include readiness planning, coordination across functions, governance of changes, management of escalations, deployment monitoring, validation processes, evidence documentation, and transitioning activities to Business as Usual (BAU).

The successful candidate will possess extensive experience in infrastructure operations, server patching, change management, and governance of technology processes, along with practical knowledge of Windows, Linux/Unix, middleware platforms, and enterprise production environments.

Key Responsibilities

1. Patching Operations & Cycle Management

• Manage the daily operations for weekly accelerated patching and urgent 3-day patch cycles.
• Oversee the complete lifecycle of patch cycles from scope confirmation to testing, deployment, live verification, reconciliation, and closure.
• Develop and maintain comprehensive cycle plans that encompass milestones, dependencies, accountable parties, deadlines, and escalation protocols.
• Monitor patch scope, deployment statuses, failed patches, rollback measures, exclusions, deferments, and pending validations.
• Guarantee that patching operations are conducted within established operational timeframes and control standards.

2. Cross-Functional Coordination

• Facilitate patch readiness and execution collaboration among GIS, HCL, Open Systems, Middleware, SBE, Network, Application Custodians, TCOE, Service Recovery, and Change Management teams.
• Ensure timely completion of dependencies, approvals, and readiness tasks across teams.
• Maintain transparency of ownership through RACI, action logs, decision records, and escalation processes.
• Coordinate the collaboration between infrastructure, middleware, and application teams during production patching events.

3. Change & Risk Governance

• Oversee and govern CRQ readiness, approved VRAs, deferments, exclusions, exceptions, and rollback strategies.
• Ensure all necessary approvals and change controls are secured prior to patch execution.
• Identify risks, blockers, and dependencies while escalating issues to relevant decision-makers.
• Assist in post-patch reconciliation, ensuring that all required validation and closure documentation is collected.

4. 24x7 Operational Readiness

• Provide support for overnight, weekend, and public-holiday patching windows as needed.
• Coordinate bridge calls during critical patching operations, ensuring efficient communication between technical and business stakeholders.
• Ensure proper handovers to responsible decision-makers and support teams.
• Maintain coverage for duties, escalation routes, cut-off times, and exceptions for regular and urgent patching operations.

5. Process, SOP & Governance

• Establish, document, and continuously refine SOPs, workflows, control gates, and escalation paths for patching operations.
• Define clear readiness criteria and cut-off points for patch execution.
• Maintain RACI matrices, action logs, decision logs, risk registers, and operational trackers.
• Conduct process walkthroughs, readiness assessments, and rehearsals prior to major or new patching cycles.
• Assist in the transition of new processes and operational controls into BAU operations.

6. Closure, Reporting & Continuous Improvement

• Compile closure records for patch cycles, ensuring all necessary evidence is available for auditing and operational governance.
• Assist in the preparation of SLA, KORI, and KRCSA documentation and reporting.
• Identify recurring operational, process, ownership, and coordination issues.
• Collaborate with Tooling, Data & Automation teams to translate identified gaps into automation or tooling needs.
• Promote continuous enhancement in patching readiness, execution, handovers, validation, and closure processes.

Required Qualifications & Experience

• Bachelor's degree or Diploma in Information Technology, Computer Science, Engineering, or a related field.
• 6+ years of relevant experience in infrastructure operations, patch management, change coordination, service delivery, or technology process governance.
• Demonstrated experience in coordinating enterprise infrastructure patching or production change initiatives.
• Hands-on or substantial working knowledge of Open Systems environments, including:
• Windows Server
• Linux/Unix
• Principles and practices of server patching
• Working knowledge of middleware administration and patching, such as:
• Oracle WebLogic
• IBM WebSphere
• JBoss / WildFly
• Apache HTTPD
• Apache Tomcat
• or similar middleware platforms
• Experience in coordinating production changes across infrastructure, middleware, and application teams.
• Strong understanding of CRQ/change management, VRA/exception handling, rollback procedures, and post-patch validation.
• Experience in structured ITIL/service-management or enterprise operations settings.
• Excellent documentation, stakeholder management, follow-up, issue triage, and escalation capabilities.
• Willingness to support overnight, weekend, and public-holiday patching windows as operational needs arise.

Key Technical & Domain Skills

• Infrastructure & Open Systems Operations
• Windows / Linux / Unix Administration
• Server & Middleware Patching
• WebLogic / WebSphere / JBoss / Tomcat / Apache
• Accelerated & Emergency Patching Operations
• Change & Release Management
• CRQ / VRA / Exception Management
• Rollback & Post-Patch Validation
• Production Change Coordination
• SOP & Process Governance
• RACI & Operational Control Gates
• Risk, Dependency & Escalation Management
• Evidence & Compliance Closure
• 24x7 Operational Readiness

Preferred Skills

• ITIL certification or equivalent service-management experience.
• Experience in large-scale enterprise infrastructure environments.
• Familiarity with managed service providers and multiple technology domains.
• Experience with patch management tools and enterprise change-management systems.
• Background in process improvement, automation requirements, and operational governance.

Key Competencies

• Operational Ownership: Capability to drive patch cycles from start to finish and ensure completion.
• Stakeholder Management: Strong ability to coordinate across various infrastructure and application teams.
• Process Discipline: Commitment to governance, controls, approvals, and evidence requirements.
• Problem Solving: Skill in identifying blockers, assessing operational risks, and executing timely escalations.
• Communication: Clear and structured communication during high-pressure production situations.
• Attention to Detail: Diligent tracking of dependencies, exceptions, validation, and closure evidence.
• Flexibility: Comfort in working within a rostered 24x7 operational environment.