AVP, Incident Management

<p class="MsoNoSpacing">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 coantrol over their financial wellbeing at every stage of their lives. </p><p></p> <p class="MsoNoSpacing"> </p><p></p> <p class="MsoNoSpacing">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. </p><p></p> <p class="MsoNoSpacing"> </p><p></p> <p class="MsoNoSpacing">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. </p><p></p> <p class="MsoNoSpacing"> </p><p></p> <p class="MsoNoSpacing">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.</p><p></p> <p class="MsoNoSpacing"></p><p> </p> <p class="MsoNoSpacing"></p><p> </p> <p class="MsoNoSpacing"><b>Responsibilities</b></p><p><b></b></p><b></b> <p class="MsoNoSpacing"><u>Major incident command & response management</u></p><p><u></u></p><u></u> <p class="MsoNoSpacing" style="margin-left:0.5in;text-indent:-0.25in;"><span style="font-family:Symbol;">·<span style="font-style:normal;font-variant:normal;font-size:7pt;line-height:normal;font-family:'Times New Roman';"> </span></span>Lead end-to-end major incident management lifecycle, ensuring rapid service recovery and minimal business impact. This includes working with information security team for cybersecurity incident</p><p></p> <p class="MsoNoSpacing" style="margin-left:0.5in;text-indent:-0.25in;"><span style="font-family:Symbol;">·<span style="font-style:normal;font-variant:normal;font-size:7pt;line-height:normal;font-family:'Times New Roman';"> </span></span>Establish clear command structure and war-room governance during incidents</p><p></p> <p class="MsoNoSpacing" style="margin-left:0.5in;text-indent:-0.25in;"><span style="font-family:Symbol;">·<span style="font-style:normal;font-variant:normal;font-size:7pt;line-height:normal;font-family:'Times New Roman';"> </span></span>Coordinate cross-functional teams (Infrastructure, Cloud, Security, Apps, Vendors)</p><p></p> <p class="MsoNoSpacing" style="margin-left:0.5in;text-indent:-0.25in;"><span style="font-family:Symbol;">·<span style="font-style:normal;font-variant:normal;font-size:7pt;line-height:normal;font-family:'Times New Roman';"> </span></span>Own incident escalation to senior management</p><p></p> <p class="MsoNoSpacing" style="margin-left:0.5in;text-indent:-0.25in;"><span style="font-family:Symbol;">·<span style="font-style:normal;font-variant:normal;font-size:7pt;line-height:normal;font-family:'Times New Roman';"> </span></span>Provide structured updates to executive stakeholders for major situations</p><p></p> <p class="MsoNoSpacing" style="margin-left:0.5in;text-indent:-0.25in;"><span style="font-family:Symbol;">·<span style="font-style:normal;font-variant:normal;font-size:7pt;line-height:normal;font-family:'Times New Roman';"> </span></span>Lead post-incident reporting to Senior Management </p><p></p> <p class="MsoNoSpacing"><u></u></p><p><u> </u></p><u></u> <p class="MsoNoSpacing"><u>Regulatory & risk governance</u></p><p><u></u></p><u></u> <p class="MsoNoSpacing" style="margin-left:0.5in;text-indent:-0.25in;"><span style="font-family:Symbol;">·<span style="font-style:normal;font-variant:normal;font-size:7pt;line-height:normal;font-family:'Times New Roman';"> </span></span>Ensure compliance with MAS TRM, BCM, and incident reporting requirements</p><p></p> <p class="MsoNoSpacing" style="margin-left:0.5in;text-indent:-0.25in;"><span style="font-family:Symbol;">·<span style="font-style:normal;font-variant:normal;font-size:7pt;line-height:normal;font-family:'Times New Roman';"> </span></span>Establish incident-related risk metrics, and reporting dashboards</p><p></p> <p class="MsoNoSpacing" style="margin-left:0.5in;text-indent:-0.25in;"><span style="font-family:Symbol;">·<span style="font-style:normal;font-variant:normal;font-size:7pt;line-height:normal;font-family:'Times New Roman';"> </span></span>Interface with auditor</p><p></p> <p class="MsoNoSpacing" style="margin-left:0.5in;text-indent:-0.25in;"><span style="font-family:Symbol;">·<span style="font-style:normal;font-variant:normal;font-size:7pt;line-height:normal;font-family:'Times New Roman';"> </span></span>Drive audit readiness with proper documentation, logs, and evidence</p><p></p> <p class="MsoNoSpacing" style="margin-left:0.5in;text-indent:-0.25in;"><span style="font-family:Symbol;">·<span style="font-style:normal;font-variant:normal;font-size:7pt;line-height:normal;font-family:'Times New Roman';"> </span></span>Integrate incident management with enterprise risk and control frameworks</p><p></p> <p class="MsoNoSpacing"></p><p> </p> <p class="MsoNoSpacing"><u>ServiceNow & ITSM Excellence</u></p><p><u></u></p><u></u> <p class="MsoNoSpacing" style="margin-left:0.5in;text-indent:-0.25in;"><span style="font-family:Symbol;">·<span style="font-style:normal;font-variant:normal;font-size:7pt;line-height:normal;font-family:'Times New Roman';"> </span></span>Own and evolve ServiceNow Incident, Problem, and Major Incident modules</p><p></p> <p class="MsoNoSpacing" style="margin-left:0.5in;text-indent:-0.25in;"><span style="font-family:Symbol;">·<span style="font-style:normal;font-variant:normal;font-size:7pt;line-height:normal;font-family:'Times New Roman';"> </span></span>Drive automation, AI-assisted workflows, and incident trend analytics</p><p></p> <p class="MsoNoSpacing" style="margin-left:0.5in;text-indent:-0.25in;"><span style="font-family:Symbol;">·<span style="font-style:normal;font-variant:normal;font-size:7pt;line-height:normal;font-family:'Times New Roman';"> </span></span>Ensure accurate incident logging, classification, escalation, and reporting</p><p></p> <p class="MsoNoSpacing" style="margin-left:0.5in;text-indent:-0.25in;"><span style="font-family:Symbol;">·<span style="font-style:normal;font-variant:normal;font-size:7pt;line-height:normal;font-family:'Times New Roman';"> </span></span>Partner with platform teams to enhance dashboards, service visibility, and SLA tracking</p><p></p> <p class="MsoNoSpacing"></p><p> </p> <p class="MsoNoSpacing"><u>Incident prevention & continuous improvement</u></p><p><u></u></p><u></u> <p class="MsoNoSpacing" style="margin-left:0.5in;text-indent:-0.25in;"><span style="font-family:Symbol;">·<span style="font-style:normal;font-variant:normal;font-size:7pt;line-height:normal;font-family:'Times New Roman';"> </span></span>Lead root cause analysis (RCA) governance and quality assurance</p><p></p> <p class="MsoNoSpacing" style="margin-left:0.5in;text-indent:-0.25in;"><span style="font-family:Symbol;">·<span style="font-style:normal;font-variant:normal;font-size:7pt;line-height:normal;font-family:'Times New Roman';"> </span></span>Identify trends across incidents (infra, application, cloud, cyber) and reduce recurrence</p><p></p> <p class="MsoNoSpacing" style="margin-left:0.5in;text-indent:-0.25in;"><span style="font-family:Symbol;">·<span style="font-style:normal;font-variant:normal;font-size:7pt;line-height:normal;font-family:'Times New Roman';"> </span></span>Champion shift-left and automation strategies to minimize incident volume</p><p></p> <p class="MsoNoSpacing"></p><p> </p> <p class="MsoNoSpacing"><u>Cloud & hybrid environment resilience</u></p><p><u></u></p><u></u> <p class="MsoNoSpacing" style="margin-left:0.5in;text-indent:-0.25in;"><span style="font-family:Symbol;">·<span style="font-style:normal;font-variant:normal;font-size:7pt;line-height:normal;font-family:'Times New Roman';"> </span></span>Oversee incident management across multi-cloud (AWS/Azure/OCI) and on-prem environments</p><p></p> <p class="MsoNoSpacing" style="margin-left:0.5in;text-indent:-0.25in;"><span style="font-family:Symbol;">·<span style="font-style:normal;font-variant:normal;font-size:7pt;line-height:normal;font-family:'Times New Roman';"> </span></span>Collaborate with Application and Cloud CoE on resilience engineering and observability</p><p></p> <p class="MsoNoSpacing"><u></u></p><p><u> </u></p><u></u> <p class="MsoNoSpacing"><u>Executive reporting & stakeholder management</u></p><p><u></u></p><u></u> <p class="MsoNoSpacing" style="margin-left:0.5in;text-indent:-0.25in;"><span style="font-family:Symbol;">·<span style="font-style:normal;font-variant:normal;font-size:7pt;line-height:normal;font-family:'Times New Roman';"> </span></span>Provide enterprise level summaries on incident trends, systemic risks, and resilience posture</p><p></p> <p class="MsoNoSpacing" style="margin-left:0.5in;text-indent:-0.25in;"><span style="font-family:Symbol;">·<span style="font-style:normal;font-variant:normal;font-size:7pt;line-height:normal;font-family:'Times New Roman';"> </span></span>Translate technical incidents into business impact and risk narratives</p><p></p> <p class="MsoNoSpacing" style="margin-left:0.5in;text-indent:-0.25in;"><span style="font-family:Symbol;">·<span style="font-style:normal;font-variant:normal;font-size:7pt;line-height:normal;font-family:'Times New Roman';"> </span></span>Engage with senior management and stakeholders – CIO, CISO, Tech Risk / Compliance, Application SRE</p><p></p> <p class="MsoNoSpacing"></p><p> </p> <p class="MsoNoSpacing"><u>Vendor & third-party incident oversight</u></p><p><u></u></p><u></u> <p class="MsoNoSpacing" style="margin-left:0.5in;text-indent:-0.25in;"><span style="font-family:Symbol;">·<span style="font-style:normal;font-variant:normal;font-size:7pt;line-height:normal;font-family:'Times New Roman';"> </span></span>Manage incidents involving critical vendors</p><p></p> <p class="MsoNoSpacing" style="margin-left:0.5in;text-indent:-0.25in;"><span style="font-family:Symbol;">·<span style="font-style:normal;font-variant:normal;font-size:7pt;line-height:normal;font-family:'Times New Roman';"> </span></span>Drive lessons learned across supply chain incidents</p><p></p> <p class="MsoNoSpacing"><b> </b></p> <p class="MsoNoSpacing"><b>Experience</b></p><p><b></b></p><b></b> <p class="MsoNoSpacing" style="margin-left:0.5in;text-indent:-0.25in;"><span style="font-family:Symbol;">·<span style="font-style:normal;font-variant:normal;font-size:7pt;line-height:normal;font-family:'Times New Roman';"> </span></span>Bachelor’s degree in computer science, Information Technology or related discipline required</p><p></p> <p class="MsoNoSpacing" style="margin-left:0.5in;text-indent:-0.25in;"><span style="font-family:Symbol;">·<span style="font-style:normal;font-variant:normal;font-size:7pt;line-height:normal;font-family:'Times New Roman';"> </span></span>At least 5 - 10 years in Incident Management</p><p></p> <p class="MsoNoSpacing" style="margin-left:0.5in;text-indent:-0.25in;"><span style="font-family:Symbol;">·<span style="font-style:normal;font-variant:normal;font-size:7pt;line-height:normal;font-family:'Times New Roman';"> </span></span>Experience in insurance, banking or regulated financial services environment (mandatory)</p><p></p> <p class="MsoNoSpacing" style="margin-left:0.5in;text-indent:-0.25in;"><span style="font-family:Symbol;">·<span style="font-style:normal;font-variant:normal;font-size:7pt;line-height:normal;font-family:'Times New Roman';"> </span></span>Excellent English communication skills (written and oral), with experience interacting with all levels of management</p><p></p> <p class="MsoNoSpacing" style="margin-left:0.5in;text-indent:-0.25in;"><span style="font-family:Symbol;">·<span style="font-style:normal;font-variant:normal;font-size:7pt;line-height:normal;font-family:'Times New Roman';"> </span></span>ITIL certified</p><p></p> <p class="MsoNoSpacing" style="margin-left:0.5in;text-indent:-0.25in;"><span style="font-family:Symbol;">·<span style="font-style:normal;font-variant:normal;font-size:7pt;line-height:normal;font-family:'Times New Roman';"> </span></span>Proficiency in using GenAI and Microsoft office</p><p></p> <p class="MsoNoSpacing"></p><p> </p> <p class="MsoNoSpacing"><b>Strong experience in</b>:</p><p></p> <p class="MsoNoSpacing" style="margin-left:0.5in;text-indent:-0.25in;"><span style="font-family:Symbol;">·<span style="font-style:normal;font-variant:normal;font-size:7pt;line-height:normal;font-family:'Times New Roman';"> </span></span>In using ServiceNow tool. Able to create basic reports and dashboards is a plus</p><p></p> <p class="MsoNoSpacing" style="margin-left:0.5in;text-indent:-0.25in;"><span style="font-family:Symbol;">·<span style="font-style:normal;font-variant:normal;font-size:7pt;line-height:normal;font-family:'Times New Roman';"> </span></span>Infrastructure (network, compute, storage) and application landscapes</p><p></p> <p class="MsoNoSpacing" style="margin-left:0.5in;text-indent:-0.25in;"><span style="font-family:Symbol;">·<span style="font-style:normal;font-variant:normal;font-size:7pt;line-height:normal;font-family:'Times New Roman';"> </span></span>Cloud environments (AWS, Azure, hybrid architecture)</p><p></p> <p class="MsoNoSpacing"></p><p> </p> <p class="MsoNoSpacing"><b>Familiarity with:</b></p><p><b></b></p><b></b> <p class="MsoNoSpacing" style="margin-left:0.5in;text-indent:-0.25in;"><span style="font-family:Symbol;">·<span style="font-style:normal;font-variant:normal;font-size:7pt;line-height:normal;font-family:'Times New Roman';"> </span></span>Observability tools</p><p></p> <p class="MsoNoSpacing" style="margin-left:0.5in;text-indent:-0.25in;"><span style="font-family:Symbol;">·<span style="font-style:normal;font-variant:normal;font-size:7pt;line-height:normal;font-family:'Times New Roman';"> </span></span>Incident automation and AI-driven operations</p><p></p> <p class="MsoNoSpacing"></p><p> </p>