AVP, Incident Management

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 coantrol 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.

Responsibilities

Major incident command & response management

· Lead end-to-end major incident management lifecycle, ensuring rapid service recovery and minimal business impact. This includes working with information security team for cybersecurity incident

· Establish clear command structure and war-room governance during incidents

· Coordinate cross-functional teams (Infrastructure, Cloud, Security, Apps, Vendors)

· Own incident escalation to senior management

· Provide structured updates to executive stakeholders for major situations

· Lead post-incident reporting to Senior Management

Regulatory & risk governance

· Ensure compliance with MAS TRM, BCM, and incident reporting requirements

· Establish incident-related risk metrics, and reporting dashboards

· Interface with auditor

· Drive audit readiness with proper documentation, logs, and evidence

· Integrate incident management with enterprise risk and control frameworks

ServiceNow & ITSM Excellence

· Own and evolve ServiceNow Incident, Problem, and Major Incident modules

· Drive automation, AI-assisted workflows, and incident trend analytics

· Ensure accurate incident logging, classification, escalation, and reporting

· Partner with platform teams to enhance dashboards, service visibility, and SLA tracking

Incident prevention & continuous improvement

· Lead root cause analysis (RCA) governance and quality assurance

· Identify trends across incidents (infra, application, cloud, cyber) and reduce recurrence

· Champion shift-left and automation strategies to minimize 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 on resilience engineering and observability

Executive reporting & stakeholder management

· Provide enterprise level summaries on incident trends, systemic risks, and resilience posture

· Translate technical incidents into business impact 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 chain incidents

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 regulated financial services environment (mandatory)

· Excellent English communication skills (written and oral), with experience interacting with all levels of management

· ITIL certified

· Proficiency in using GenAI and Microsoft office

Strong experience in:

· In using ServiceNow tool. Able to create basic reports and dashboards is a plus

· Infrastructure (network, compute, storage) and application landscapes

· Cloud environments (AWS, Azure, hybrid architecture)

Familiarity with:

· Observability tools

· Incident automation and AI-driven operations