Associate Director/Senior Manager, Agent Operations (AIDA)

Singtel; Singapore; On-site; Confidential; Full time

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.

Skills

10+ years in Ops/SRE

3+ years leading 24×7 teams

Incident command in production

Monitoring & observability

SLOs & error budgets

AI agent architectures & failure modes

LLM/agent operations

Stakeholder & crisis comms

People leadership across locations

Degree in CS/DS/Engineering

Education

Degree in Computer Science, Data Science, Engineering, or related field

Job description

Singtel is where Technology meets Purpose.

We're building an AI-first telco for the future—connecting people, businesses and communities through trusted networks, intelligent digital services and next-generation technology.

From transforming everyday experiences in mobile, broadband, entertainment and lifestyle services to enabling enterprises with AI, 5G+, cloud, cybersecurity, data centres and digital platforms, we create the technology that powers how millions live, work and connect.

At Singtel, your work creates real impact. You'll solve meaningful challenges, shape critical digital infrastructure and help build secure, resilient and AI-enabled solutions that serve businesses, digital ecosystems and communities across the globe.

This is where BIG Possibilities become reality. Whether you're engineering intelligent networks, advancing sovereign AI cloud platforms, strengthening cybersecurity, designing seamless customer experiences or driving sustainable innovation, you'll be part of teams shaping the future of technology.

Backed by decades of expertise and driven by a culture of continuous learning and innovation, Singtel offers the scale, opportunities and support to help you grow your career while making a difference where it matters most.

Role Summary:

Lead the 24×7 Agent Operations (AO) function responsible for keeping the telco’s production AI agents reliable, safe, and continuously available. Own fleet monitoring and the automated safeguard set, incident management and command, the production change calendar, and the contact-centre fallback interlock. Lead a team spanning HQ incident commanders and offshore operations analysts and enforce SLOs and error-budget policy across the estate.

How You will Make An Impact:

• Own 24×7 monitoring of the production fleet and the ten-safeguard set (thresholds, routing, auto-remediation, suppression, alert hygiene).
• Own incident management end-to-end: severity classification, incident command, stakeholder communications, escalation-clock enforcement, and verify-and-close discipline.
• Own the contact-centre fallback interlock: triggers, invocation authority, restoration, and comms to contact-centre leadership.
• Own SLO and error-budget policy per agent service and the drills programme (fallback, escalation, rollback, game days).
• Chair post-incident reviews and drive corrective actions and systemic findings into the troubleshooting manual and backlog.
• Lead, roster, and develop the AO team across HQ and offshore; own on-call discipline, fatigue management, and shift handover quality.

Skills for Success:

• Degree in Computer Science, Data Science, Engineering, or related field
• 10+ years in operations/SRE/production support with 3+ years leading 24×7 teams
• Proven incident command in customer-facing production
• Monitoring, alerting, and observability practice
• Incident management, SLOs, and error budgets
• Understanding of AI agent architectures and failure modes
• LLM/agent operations exposure
• Strong stakeholder and crisis communication
• People leadership across locations

Are you ready to say hello to BIG Possibilities?

Join Singtel to shape what's next and accelerate your career through meaningful work, continuous learning, and real impact.