Information Technology - Lead Software Engineer (AI, Ops and Resilience)

Visa Hunt; Singapore; On-site; SGD 140,000 - 240,000; Full time

Job summary

Visa Hunt is seeking an experienced IT Operations Professional to reimagine ITSM practices and lead AI-driven automation initiatives. You will work across Incident, Problem, Change, and Knowledge Management to reduce manual work and improve service reliability.

You will mentor IPC engineers, collaborate with platform teams and architects, and drive ITIL-aligned governance and continuous improvement across the organization.

Qualifications

• Bachelor’s degree in CS, Eng, or related field or equivalent experience.
• 5+ years in IT operations or ITSM tooling exposure.
• ITIL framework knowledge; ITIL v3/v4 certification preferred.
• Automation tools, scripting, and AI/ML for IT operations.
• Proficient with ITSM platforms like ServiceNow or BMC Remedy.
• Mentor technical teams and lead cross-functional collaboration.
• Strong problem-solving and stakeholder management.
• Hands-on development or scripting in Python/JavaScript (Node.js).
• Experience with monitoring/observability platforms (e.g., Splunk, Grafana).
• Familiar with CI/CD, GitOps, cloud platforms (AWS/Azure/GCP), and IaC tools.
• AI/ML frameworks/tools like TensorFlow, scikit-learn, LangChain, OpenAI APIs.

Responsibilities

• Reimagine and enhance ITSM practices using modern frameworks and automation.
• Design and implement AI-driven operational tools and automated remediation workflows.
• Lead development of custom automation to improve IT service reliability.
• Collaborate with platform teams, architects, and developers on next-gen IT ops.
• Mentor ITSM IPC engineers and govern ITIL-aligned processes.
• Drive adoption of ITSM best practices across IT teams.
• Oversee IT Command Centre and Helpdesk operations, vendor performance, and service reviews.
• Manage incident, problem, change processes across vendor operations.
• Lead continuous improvement initiatives and escalation root cause analysis.

Skills

IT operations

ITIL knowledge

Automation & scripting

Python

JavaScript/Node.js

Mentoring

Stakeholder management

Education

Bachelor’s Degree in CS/Engineering

Tools

ServiceNow

BMC Remedy

Splunk

Grafana

ScienceLogic

AWS

Azure

GCP

Terraform

GitOps

CI/CD pipelines

Job description

Key Responsibilities

Reimagine and enhance core ITSM practices (Incident, Problem, Change, and Knowledge Management) using modern development frameworks and automation tools.

Design, prototype, and implement AI-driven operational tools, including predictive incident detection, automated remediation workflows, intelligent alerting, and large language model (LLM)-based knowledge agents.

Lead the development and deployment of custom automation solutions to improve IT service reliability and reduce manual workload across ITSM domains.

Collaborate with platform teams, enterprise architects, and developers to conceptualize and build next-generation IT operational capabilities.

Provide mentorship and guidance to ITSM IPC (Incident, Problem, Change and DR management) Engineers, ensuring effective execution and governance of ITSM processes aligned with ITIL best practices.

Drive adoption and continuous improvement of ITSM best practices across all IT teams.

Oversee operational aspects of the IT Command Centre and Helpdesk, including:

• Acting as the primary liaison between internal stakeholders and external service providers.
• Monitoring and managing performance of vendor-managed services to ensure SLA and KPI compliance.
• Participating in service reviews, audits, and performance assessments.
• Managing Incident, Problem, and Change Management processes across vendor operations.
• Leading continuous improvement initiatives and service enhancements.
• Supporting escalation management and root cause analysis efforts.

Requirements

• Bachelor’s Degree in Computer Science, Engineering, or a related field (or equivalent experience).
• 5+ years of experience in IT operations or substantial exposure to ITSM processes and tooling.
• Strong understanding of ITIL framework and ITSM best practices; ITIL v3/v4 certification is preferred.
• Hands‑on experience with automation tools, scripting, and AI/ML technologies relevant to IT operations.
• Proficient with ITSM platforms such as ServiceNow, BMC Remedy, or similar tools.
• Demonstrated ability to mentor technical teams and lead cross‑functional collaboration.
• Excellent problem‑solving, communication, and stakeholder management skills.
• Hands‑on software development or scripting experience in Python, JavaScript (Node.js), or similar languages.
• Experience with monitoring and observability platforms like Splunk, Grafana, ScienceLogic, or equivalent (advantageous).
• Familiarity with CI/CD pipelines, GitOps practices, cloud platforms (AWS, Azure, GCP), and Infrastructure-as-Code (IaC) tools (advantageous).
• Proficiency with AI/ML frameworks and tools (e.g.,TensorFlow, scikit-learn, LangChain, OpenAI APIs) is a strong advantage.
• A passion for innovation and continuous improvement.