Lead, Agent Operations #AIDA

Singtel Group; Singapore; On-site; SGD 180,000 - 280,000; Full time

Job summary

Singtel invites you to join the AIDA unit leading 24x7 Agent Operations, ensuring production AI agents are reliable, safe, and continuously available across global teams.

You will own incident management, fleet monitoring, and the fallback interlock, while guiding HQ and offshore analysts and enforcing SLOs and error budgets.

This role shapes AI-enabled operations in a transformational telecom environment with strong emphasis on leadership, crisis comms, and continuous improvement.

Qualifications

• Degree in Computer Science, Data Science, Engineering or related field.
• 10+ years in operations, SRE or production support with 3+ years leading 24×7 teams.
• Proven incident command in customer-facing production environments.
• Strong monitoring, alerting and observability practices.
• Experience with incident management, SLOs and error budgets.
• Understanding AI agent architectures and failure modes.
• Exposure to LLM/agent operations.
• Strong stakeholder and crisis communication skills.
• People leadership across multiple locations.

Responsibilities

• Lead 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 into the troubleshooting manual and backlog.
• Lead, roster, and develop the AO team across HQ and offshore; manage on-call discipline, fatigue, and shift handover quality.

Skills

Operations leadership

SRE/ Production support

Incident command

Monitoring/ observability

AI agent architectures

Stakeholder communication

People leadership

Education

Degree in Computer Science/Data Science/Engineering

Tools

SRE tooling

Alerting platforms

Job description

Select how often (in days) to receive an alert:

To lead the next phase of our AI evolution, we’ve launched a new business unit AIDA – Artificial Intelligence & Data Analytics – a strategic engine driving our transformation designed to scale our AI ambitions with precision and purpose. This marks a pivotal shift in how we operate, innovate, and serve to embed intelligence into every layer of our business.

At Singtel, this is more than a technology upgrade. It’s a strategic transformation that redefines how value is created across the enterprise core—augmenting human capabilities and unlocking entirely new potential. It is a transformation journey by aligning people, platforms, and processes under one cohesive strategy. Our mission is to build AI literacy and foster a culture where intelligence empowers people.

We welcome you to join us on a transformational journey that’s reshaping the telecommunications industry — and redefining what’s possible with AI at its core. Grow with us in a workplace that champions innovation, embraces agility, and puts human potential at the heart of everything we do.

Summary of the role:

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 Im pact:

• 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.