24/7 AI Operations Director – Incident Command Lead

Singtel

Singapore

On-site

Confidential

Full time

14 days+

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Job summary

Singtel is seeking a seasoned leader to head the 24×7 Agent Operations (AO) function, ensuring AI agents stay reliable, safe, and available. You will own fleet monitoring, safeguards, incident management, and the contact-centre interlock across HQ and offshore teams.

You will drive SLOs and error budgets, mentor cross-location staff, and lead post-incident reviews while shaping crisis communications and playbooks.

Qualifications

10+ years in operations/SRE/production support, with 3+ years leading 24×7 teams.
Experience with incident command in customer-facing production.
Strong monitoring, alerting and observability practices.

Responsibilities

Lead the 24×7 AO function to keep the production AI agents reliable, safe and continuously available.
Own fleet monitoring, the ten-safeguard set, incident management and command, calendar, and contact-centre interlock.
Lead SLO and error-budget policy per agent service and the drills programme (fallback, escalation, game days).
Chair post-incident reviews and drive corrective actions into the troubleshooting manual and backlog.
Lead, roster, and develop the AO team across HQ and offshore; own on-call discipline, fatigue management, and handover quality.