Manager, Home Service Assurance Platform (SMART)

At Singtel webelieve in the strength of a vibrantdiverseand inclusive workforce where backgrounds perspectives and life experiences of our people help us innovate and create strong connections with our customers. We strive to ensure all our people practices are non-discriminatory and provide a fair performance-based work culture that is diverseinclusiveand collaborative.

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Singtel Networks the most established telecommunications infrastructure provider in Singapore is transforming to enable the digital generation of tomorrow. We are introducing new capabilities in 5G Cloud Analytics Digital Commerce Software Engineering Cyber Security to enhance our core competencies and deliver innovative and differentiated Mobile and Fixed services (Broadband TV and Telephony) for our customers. We are committed to celebrating inclusion and diversity and is a strong believer to upskill and nurture all individuals. Come join us today as we build Singtels Networks of tomorrow and Empower Every Generation to live work and play in new ways!

Make an Impact by:

Service Ownership & Performance

• Own the end-to-end availability reliability and service quality of the Home Service Assurance (SMART) systems.
• Ensure platforms consistently meet service level KPIs customer experience targets and regulatory requirements.
• Monitor operational performance identify trends and risks and drive corrective and preventive actions to sustain service excellence.

Platform & Lifecycle Management

• Accountable for the full lifecycle management of SMART systems including design implementation operations upgrades and decommissioning.
• Govern system upgrades patching configuration and technology refresh activities to ensure platforms remain secure resilient and supported.
• Oversee DevOps practices ensuring stability and continuous improvement.

Incident Change & Recovery Management

• Provide leadership and decision-making authority during major incidents service disruptions and high-risk changes.
• Govern Change Management Patch Management and Configuration Management processes to minimize operational and customer impact.
• Lead service recovery efforts to restore services expeditiously minimize downtime and prevent recurrence through robust root cause analysis and permanent fixes.

Vendor & Stakeholder Management

• Manage vendor performance against SLAs and contractual obligations including escalation and resolution of service issues.
• Act as the primary operational liaison with internal stakeholders during incidents audits service improvements and major initiatives.

Security Risk & Compliance

• Ensure compliance with company security policies regulatory standards and audit requirements.
• Oversee system security controls including vulnerability management access reviews penetration testing and security monitoring.
• Proactively identify and manage operational technology and security risks to protect service continuity and customer trust.

Automation & Continuous Improvement

• Drive initiatives to improve efficiency through automated deployments monitoring and standardized operational processes.
• Ensure engineering documentation SOPs and configuration records are accurate current and consistently applied.

People & Operational Leadership

• Lead coach and develop team members supporting Home Service Assurance platforms ensuring strong technical capability and operational discipline.
• Ensure adequate 24x7 operational readiness including on-call coverage standby support and after-hours activities.
• Oversee Tier 2 support and manage vendor escalation for Tier 3 and Tier 4 technical issues ensuring timely resolution and service stability.

Skills for Success:

• Bachelors Degree in Information Technology Computer Science Engineering or related discipline.
• 6 years of experience in IT operations service assurance or systems/platform management in a production environment.
• Demonstrated experience managing 24x7 missioncritical systems with strict SLA availability and customer experience requirements.
• Proven experience working with multi-vendor and multi-platform environments.
• Prior responsibility for operational governance including incident change and service recovery management.