Lead, Agent Operations AIDA
Job Description
Powering the Future with AIDA
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
Join Singtel to shape what's next and accelerate your career through meaningful work, continuous learning, and real impact.
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.
- 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
- Calm, decisive incident leadership
- Strong stakeholder and crisis communication
- People leadership across locations
Join Singtel to shape what's next and accelerate your career through meaningful work, continuous learning, and real impact.
More Info
Key Skills
Error budgets
Alerting
LLM agent operations
SLOs
AI agent architectures
Observability
About Company
Skills:
Incident Management, Error budgets, Production Support, Alerting, LLM agent operations, SLOs, AI agent architectures, Monitoring, Incident command, Observability
Skills:
automation, project management, workflow simplification, Risk Assessment, Fixed Income Derivatives, account implementation, Process Design, account onboarding, investment operations
Skills:
Automation Tools, Quality Assurance, AML Compliance, Transaction Monitoring, CFT Compliance, Control Oversight, Risk Management
Skills:
Network Security, Routing Protocols, Firewall Configuration, Network Monitoring, Troubleshooting Skills, Load Balancing, Cloud Networking, Infrastructure Management, VPN Technologies, VoIP Systems
Early Applicant
Skills:
Vulnerability Management, Incident Response, Threat Intelligence, Azure, MSSP, Entra ID, KQL, Detection Engineering, security awareness, Sentinel Defender XDR, Defender for Cloud, MITRE ATT&CK, MDR