Manager, Home Service Assurance Platform (SMART)

About the role

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 Singtel's 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: Bachelor's 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 mission‑critical 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.

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