The Digital Customer Platforms Application Service Management Team Lead is responsible for the end-to-end operational health, reliability, and performance of our customer facing digital platforms. This role bridges the gap between technology and business, ensuring a seamless user experience by managing platform SLAs, leading incident resolution, and collaborating cross-functionally to drive continuous platform optimization.
Key Responsibilities
- Own platform availability and performance against established SLAs. Act as primary escalation point for major incidents, coordinating swift technical resolution and root-cause analysis to prevent future downtime
- Continuously monitor customer journeys to identify and resolve technical friction points. Partner with customer support teams to provide training, and tools for resolving front-line user issues.
- Oversee the operational rollout of new features and releases without disrupting the BAU.
- Ensure high availability, reliability, and performance of application platforms.
- Lead response for incidents, ensuring timely resolution and stakeholder communication.
- Implement and maintain monitoring, alerting, and health-check mechanisms.
- Perform impact assessment across application platforms, products and services.
- Ensure solutions and services in all environments comply with security, data protection, and regulatory policies.
- Support risk assessments, internal and external regulatory / compliance / audits.
- Embrace digital innovation and are passionate about creating seamless customer experiences across platforms.
- Think strategically and can translate business objectives into actionable digital solutions.
- Collaborate effectively with cross-functional teams, bringing clarity and alignment to complex projects.
- Data-driven, able to use insights to guide decisions and continuously improve performance.
- Adapt quickly in a fast-paced environment and thrive on solving challenges creatively.
- Champion governance and compliance, ensuring security and trust in every customer interaction.
- Have knowledge on:
- Mobile technology, IoT, app ecosystem and APIs (preferably)
- Great Eastern's insurance processes, procedures, and policies
- Fundamentals of Business Analysis
To All Recruitment Agencies
Great Eastern does not accept unsolicited agency resumes. Please do not forward resumes to our email or our employees. We will not be responsible for any fees related to unsolicited resumes.
Work Locations
SG-GE Centre
