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 Of Role
- As the Head of Infrastructure and Incident Management, you will be responsible for leading the organization's infrastructure (including Network, Windows Server, Storage, Azure, Asset and IT DR), AS400, EUC (including collaboration software) and incident management (Incident, ServiceNow, ITSM Governance, Service Engineer, Helpdesk and IT Resilience Manager) and supporting the organization's business goals.
- The role will also provide strategic direction and oversight to ensure the resilience, availability, performance, and security of our information assets, while fostering a culture of Site Reliability throughout the organization.
Responsibilities
Infrastructure Management:
- Adopt and drive the Site Reliability Engineering (SRE) practices across infrastructure.
- Oversee the design, implementation, and maintenance of all infrastructure systems, including servers, storage, networks, and cloud services for Azure.
- Ensure timely patches of vulnerabilities.
- Ensure optimal performance, resilience, scalability, and security of IT infrastructure, managing capacity planning and resource allocation.
- Manage annual IT DR.
- Create a business-oriented mindset through continuous service improvement for the infrastructure, middleware, and DevOps organizations.
- Build operational dashboards and reporting covering service reliability indicators, incident trends, and resolution performance.
- Produce operational risk heat maps and trend-based automation recommendations.
As400
- Provide strategic oversight and operational accountability for the AS400, ensuring high availability, resilience, performance, and security for business-critical workloads.
- Oversee the full lifecycle of the platform, including system administration, OS/PTF upgrades, storage, performance tuning, job scheduling, and capacity planning.
- Ensure robust backup, recovery, and disaster recovery arrangements, including regular restore testing and readiness of DR solutions such as replication or failover capabilities.
End-User Computing
- Manage end-user computing environments, including desktops, laptops, mobile devices, and virtual desktop infrastructure (VDI).
- Ensure seamless and efficient user experience by implementing best practices in endpoint management, application delivery, and support.
- Ensure timely patches of vulnerabilities.
- Support the user of Collaboration software
Incident Management
- Own the major incident management process, acting as the executive lead for high-severity incidents, driving command-and-control, rapid decision-making, stakeholder alignment, and restoration of critical services.
- Establish and enforce incident governance frameworks, including severity definitions, escalation thresholds, escalation protocols, and service restoration procedures aligned with ITSM and operational resilience requirements.
- Ensure clear and timely communication to senior management, business stakeholders, and affected users during incidents, with concise status updates, impact assessments, recovery timelines, and post-resolution summaries.
ITSM Ownership
- Design, implement, and continuously provide input to improve operational ITSM processes and automation on:
- Incident Management (including Major Incident Management MIM)
- Problem Management
- Change Enablement (including CAB)
- Request Management & Service Catalog
- Knowledge Management
- Ensure processes are fit-for-purpose, streamlined, and tailored to a global delivery model.
Budget & Resource Management
- Ensure IT infrastructure budgets are aligned with overall strategic through the management of annual investment and expense budgets.
- Evaluate and manage relationships with external vendors and service providers.
Project Management
- Oversee infrastructure projects from initiation to completion, ensuring alignment with business objectives and timelines.
- Collaborate with other IT teams to support integration and deployment of new technologies.
Vendor And Third-Party Risk Management
- Manage relationships with external vendors and service providers.
Leadership & Strategy
- Develop and implement a comprehensive Site Reliability strategy aligned with the organization's goals.
- Lead, mentor, and manage 50 infrastructure and incident management teams, fostering a culture of collaboration and continuous improvement.
Experience
- Strong technical background in infrastructure, with a minimum of 15 years of experience and at least 5 years in a leadership role.
- Proven track record in managing and mentoring Infrastructure, and incident management teams in a fast-paced environment.
- Expertise in cloud and AI technologies, risk management, and compliance.
- Excellent communication skills, with the ability to convey complex security issues to non-technical stakeholders.
- Strong problem-solving skills.
Education
- Bachelor's degree in computer science, Information Technology, or a related field
- Certifications such as ITIL, Security (CISM, CISSP), or relevant cloud technical certifications.
- Experience with IT service management (ITSM) tools and practices.
- Knowledge of cybersecurity best practice.
