AVP, Incident Management

Singlife; Singapore; Hybrid; SGD 120,000 - 180,000; Full time

Job summary

Singlife in Singapore seeks an experienced Incident Management Lead to oversee major incidents, drive rapid service recovery, and ensure clear escalation to senior management.

You will coordinate cross-functional teams across Infrastructure, Cloud, Security, Apps and Vendors while ensuring MAS TRM, BCM compliance. A Bachelor’s degree and 5–10 years in incident management in regulated financial services are required.

Qualifications

• Bachelor’s degree in computer science or related discipline.
• 5–10 years in Incident Management in regulated financial services.
• Experience in insurance, banking, or regulated financial services mandatory.
• Excellent English communication skills (written and oral).
• Proficiency in GenAI and Microsoft Office.

Responsibilities

• Lead end-to-end incident management lifecycle.
• Coordinate cross-functional teams across Infrastructure, Cloud, Security, Apps, Vendors.
• Own incident escalation to senior management and provide structured updates to executives.
• Lead post-incident reporting and RCA governance.
• Drive automation and service improvements with ServiceNow and ITSM.

Skills

Incident Management

Executive communication

Cross-functional collaboration

Education

Bachelor’s degree in computer science, Information Technology or related discipline

Tools

ServiceNow

ITSM

GenAI

Microsoft Office

Job description

Singlife is a leading homegrown financial servicescompany, offering consumers a better way to financial freedom. Throughinnovative, technology-enabled solutions and a wide range of products andservices, Singlife provides consumers coantrol over their financial wellbeingat every stage of their lives.

In addition to a comprehensive suite of insurance plans,employee benefits, partnerships with financial adviser channels andbancassurance, Singlife offers investment and advisory solutions through itsGROW with Singlife platform. It also offers the Singlife Account, amobile-first insurance savings plan.

Singlife is the exclusive insurance provider for theMinistry of Defence, Ministry of Home Affairs and Public Officers GroupInsurance Scheme. Singlife is also an official signatory of the United NationsPrinciples for Sustainable Insurance and the United Nations-supportedPrinciples for Responsible Investment, affirming its commitment to finding abetter way to sustainability.

The merger of Aviva Singapore and Singlife was announcedin September 2020 and created one of the largest homegrown financial servicescompanies in Singapore in a deal valued at S$3.2 billion. It was the largestinsurance deal in Singapore at the time. Singlife was subsequently acquired bySumitomo Life in March 2024, one of Japan’s leading life insurers, which valuedSinglife at S$4.6 billion, making the transaction one of the largest insurancedeals in Southeast Asia.

Responsibilities

Major incident command & response management

• Lead end-to-end major incident managementlifecycle, ensuring rapid service recovery and minimal business impact. Thisincludes working with information security team for cybersecurity incident
• Establish clear command structure and war-roomgovernance during incidents
• Coordinate cross-functional teams(Infrastructure, Cloud, Security, Apps, Vendors)
• Own incident escalation to senior management
• Provide structured updates to executivestakeholders for major situations
• Lead post-incident reporting to SeniorManagement

Regulatory & risk governance

• Ensure compliance with MAS TRM, BCM, andincident reporting requirements
• Establish incident-related risk metrics, andreporting dashboards
• Interface with auditor
• Drive audit readiness with proper documentation,logs, and evidence
• Integrate incident management with enterpriserisk and control frameworks

ServiceNow & ITSM Excellence

• Own and evolve ServiceNow Incident, Problem, andMajor Incident modules
• Drive automation, AI-assisted workflows, andincident trend analytics
• Ensure accurate incident logging,classification, escalation, and reporting
• Partner with platform teams to enhancedashboards, service visibility, and SLA tracking
• Lead root cause analysis (RCA) governance andquality assurance
• Identify trends across incidents (infra,application, cloud, cyber) and reduce recurrence
• Champion shift-left and automation strategies tominimize incident volume

Cloud & hybrid environment resilience

• Oversee incident management across multi-cloud(AWS/Azure/OCI) and on-prem environments
• Collaborate with Application and Cloud CoE onresilience engineering and observability
• Provide enterprise level summaries on incidenttrends, systemic risks, and resilience posture
• Translate technical incidents into businessimpact and risk narratives
• Engage with senior management and stakeholders –CIO, CISO, Tech Risk / Compliance, Application SRE

Vendor & third-party incident oversight

• Manage incidents involving critical vendors
• Drive lessons learned across supply chainincidents

Experience

• Bachelor’s degree in computer science,Information Technology or related discipline required
• At least 5 - 10 years in Incident Management
• Experience in insurance, banking or regulatedfinancial services environment (mandatory)
• Excellent English communication skills (writtenand oral), with experience interacting with all levels of management
• Proficiency in using GenAI and Microsoft office

Strong experience in:

• In using ServiceNow tool. Able to create basicreports and dashboards is a plus
• Infrastructure (network, compute, storage) andapplication landscapes
• Cloud environments (AWS, Azure, hybridarchitecture)

Familiarity with:

• Observability tools
• Incident automation and AI-driven operations