Assistant Director/Senior Manager, Agent Operations (AIDA)

Singtel is where Technology meets Purpose. We're building an AI-first telco for the future—connecting people, businesses and communities through trusted networks, intelligent digital services and next-generation technology. From transforming everyday experiences in mobile, broadband, entertainment and lifestyle services to enabling enterprises with AI, 5G+, cloud, cybersecurity, data centres and digital platforms, we create the technology that powers how millions live, work and connect. At Singtel, your work creates real impact. You'll solve meaningful challenges, shape critical digital infrastructure and help build secure, resilient and AI-enabled solutions that serve businesses, digital ecosystems and communities across the globe. This is where BIG Possibilities become reality. Whether you're engineering intelligent networks, advancing sovereign AI cloud platforms, strengthening cybersecurity, designing seamless customer experiences or driving sustainable innovation, you'll be part of teams shaping the future of technology. Backed by decades of expertise and driven by a culture of continuous learning and innovation, Singtel offers the scale, opportunities and support to help you grow your career while making a difference where it matters most. Role Summary: 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 Impact: 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. Skills for Success: 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 Are you ready to say hello to BIG Possibilities? Join Singtel to shape what's next and accelerate your career through meaningful work, continuous learning, and real impact.