SRE Manager

Singlife; Singapore; Hybrid; SGD 150,000 - 230,000; Full time

Job summary

Singlife is seeking a skilled SRE & Service Delivery Lead to oversee reliability, availability, and performance of our systems and applications while leading the production support team. The role entails incident management, stakeholder communication, and driving continuous improvements across the SRE function.

You will mentor and grow a team of SREs and production engineers, collaborating with development, operations and QA to resolve issues promptly and uphold high SLAs/SLOs.

Qualifications

• Bachelor’s or Master’s degree in Computer Science, IT or related discipline.
• Minimum 5 years as SRE / Service Delivery Lead.
• Experience in cloud environments and incident management.
• Strong leadership and mentoring capabilities.

Responsibilities

• Lead and manage a team of SREs and production support engineers.
• Oversee incident response during service interruptions and degradations.
• Ensure reliability, availability and performance with SLAs/SLOs.
• Collaborate with cross-functional teams to prioritise issues.
• Develop runbooks and SOPs to standardise support processes.

Skills

Java

Cobol

Front End technology

Education

Bachelor’s/Master’s degree in Computer Science, IT or related discipline

Tools

Observability tools

Job description

Singlife is a leading homegrown financial services company, offering consumers a better way to financial freedom. Through innovative, technology-enabled solutions and a wide range of products and services, Singlife provides consumers control over their financial wellbeing at every stage of their lives.

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

Singlife is the exclusive insurance provider for the Ministry of Defence, Ministry of Home Affairs and Public Officers Group Insurance Scheme. Singlife is also an official signatory of the United Nations Principles for Sustainable Insurance and the United Nations-supported Principles for Responsible Investment, affirming its commitment to finding a better way to sustainability.

The merger of Aviva Singapore and Singlife was announced in September 2020 and created one of the largest homegrown financial services companies in Singapore in a deal valued at S$3.2 billion. It was the largest insurance deal in Singapore at the time. Singlife was subsequently acquired by Sumitomo Life in March 2024, one of Japan’s leading life insurers, which valued Singlife at S$4.6 billion, making the transaction one of the largest insurance deals in Southeast Asia.

Purpose

The SRE & Service Delivery Lead responsible for overseeing the reliability, availability, and performance of our systems and applications, as well as leading the production support team to ensure the smooth operation of our production environment

• System Reliability and Stability : The primary purpose is to guarantee that the systems and applications operated by the organization are highly reliable and stable. Enforcing service level objectives (SLOs) and service level agreements (SLAs), monitoring system health and performance
• Incident Management and Resolution : Work with Incident Management team by leading Engineering support team for incident response efforts during service interruptions or performance degradations. Include provide timely update to Engineering management.
• Team Leadership and Development : This role involves leading and managing a team of SREs and production support engineers. The purpose here is to mentor, coach, and develop team members to foster a culture of continuous learning and improvement.
• Collaboration and Engagement : Collaboration with stakeholders is essential for prioritizing and addressing production issues effectively. The SRE and Production Support Lead should engage stakeholders in incident response efforts, problem-solving activities, and decision-making processes to ensure alignment and buy-in.
• Support Optimization : Streamlining processes, leveraging automation, fostering collaboration, and continuously improving operational efficiency.

Responsibilities

Nature of Work

• Leading and managing a team of SREs and production support engineers is a key aspect of the role. The primary focus is to ensure the reliability and stability of the organization's systems and applications.
• The SRE and Production Support Lead is responsible for leading incident response efforts during service interruptions or performance degradations. This includes coordinating the response of the support team, diagnosing the root cause of incidents, and implementing solutions to restore service as quickly as possible.
• Performance and availability management including system health checks, performance monitoring and disaster recovery planning
• Identify and implementing Service improvements including production of improvement plans and applying software upgrades
• Collaborate with cross-functional teams including development, operations, and quality assurance to prioritize and address production issues.
• Develop and maintain documentation, runbooks, and standard operating procedures (SOPs) to facilitate knowledge sharing and ensure consistency in support processes.
• During service interruptions or performance degradations, provide regular updates to stakeholders regarding the incident status, progress in troubleshooting, and estimated time to resolution.

Problem Solving

• Responsible for guiding the team on diagnosing and resolving complex technical issues that impact the reliability and availability of systems and application
• Responsible to lead the team to identify the root cause of the problem & implement the fastest resolution.
• Responsible to provide timely update to stakeholders
• Responsible to ensure documentation of problem-solving process, including the steps taken, findings, and resolutions. Share this information with relevant stakeholders, support teams, and knowledge repositories to facilitate learning and prevent similar issues in the future.

Change

• Proactive improvements to operational processes within SRE area.
• Reflect on lessons learned, successes, and areas post incident for enhancement. Refine incident response procedures, update documentation, and strengthen the team's problem-solving capabilities.

Resource Complexity

• E nsure compliance with all applicable laws and regulations relating to the above functional activities.
• Dynamic environments characterized by frequent changes, updates, and deployments introduce complexity due to the need to maintain stability and reliability amid continuous change.
• Singlife is operate in hybrid environments, leveraging a mix of on-premises infrastructure, AWS, Oracle Cloud Infrastructure, Azure, and third-party SaaS solutions.
• Managing complex systems due to interdependencies between components, where changes or failures in one area can have cascading effects on other parts of the system.
• Systems composed of diverse technologies, platforms, and services introduce complexity due to the need to understand and integrate disparate components.

Experience

• Minimum 5 years of working experience as SRE / Service Delivery Lead
• Working experience with any programming language such as Java, Cobol, Front End technology
• Minimum 5 years of operating on cloud environments.
• Working experience with Observability tools and practices.
• Solid experience in Incident management and SRE Improvement for applications with various target audience (back office & channels)
• Good track record in Support Optimization
• Preferable candidate with FI background, especially Insurance

Education

• Academic: Bachelor’s/Master’s degree in Degree in Computer Science, IT or related discipline (preferred)

Capability

• Strong strategic thinking in respond to incidents and support optimization
• Strong interpersonal and facilitation skills along with effective communication (both written and verbal) skills
• Strong leadership and mentorship skills.
• Proactive to propose innovative solutions or alternative approaches to difficult issues
• Ability to pick up new technology / domain knowledge quickly