Director of Engineering, Service Assurance

**Job T**itle: Director of Engineering - Service Assurance (live markets)**

**Location: Singapore**

**About Circles.Life**

Circles.Life revolutionizes the digital services industry by giving power back to our customers. Born in Singapore as Asia's first and most successful digital mobile services, our services have been rapidly gaining market share since our 2016 launch, while delivering best-in-class customer experience. We are owning the market in innovation, customer happiness and growth.

Looking ahead, Circles.Life plans to further leverage its telco technology, including a new digital data platform to create more lifestyle products. Discover, an AI-driven events feature, is the first of many more.

We are committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment.

Do you want to get firsthand insights on how a hyper-growth company operates and be part of building disruptive technology? Are you passionate about being part of a fun, ambitious team that thrives in an entrepreneurial tech environment?

**About This Role**

We are looking for a **Director of Engineering****:

- Service Assurance** who will be responsible for driving operational stability and maturing service assurance across all live markets.

**As a key leader in the team, your responsibilities include**:

- Build the overall vision, strategy and roadmap to drive Business continuity at scale while building a High performing culture, aligned with organizational values, across all live markets at circles. Ensure ongoing alignment to the organizational strategy.
- Own and drive the technical operational excellence for all services/ systems that power the live markets at Circles. This should be aligned to build and evolve technology best practices in line with SRE (benchmarks, observability, automation) and DevOps (pipelines, automated deployments etc) practices, building automation and reducing toil.
- Build a high performing organization and set an industry benchmark for operating a telco at scale with high reliability and stability.
- Work closely with key stakeholders across business, technology, security and represent the state of union to the Senior leaders in the organization to build confidence while constantly showing progress through data points.
- Drive ongoing IT governance and standards while enforcing process compliances through automation.
- Work closely with key internal stakeholders such as Infosec, to drive compliance and Infosec team to stay on top of our risk posture while driving mitigation in parallel, at all times.
- Build a location and people strategy in alignment with the budgetary and organizational guardrails and drive to execution to support current and upcoming markets.
- Build and drive end to end business continuity and compliance environments across markets and support the teams to drive them to execution.
- Serve as an internal change agent to drive IT operations and support process enhancements and innovation across internal teams, stakeholders, MNO partners and third party vendors.
- Drive ongoing analysis of current operational posture and evolution roadmap to ensure we are continuously improving.
- Work closely with Internal teams and key stakeholders to help define the SLAs and performance metrics. Drive adherence and track compliance automatically. Represent the current baseline, evolution plans etc in leadership sessions.
- Build strong partnerships with third-party/ integration partners and drive ongoing governance with a strong focus on stability and reliability for our people and our customers.
- Owning the delivery of various timelines, ensuring that key milestones are met and deliveries are of the highest quality and zero SLA breaches (MTTD/MTTA/MTTR at 5/2/30 mins for P1 incidents.
- Drive data driven decisions through dashboards driving strong observability posture across markets.
- Continuously evolve and evaluate future technologies and the suitability of software and hardware upgrades and technology solutions

Others
- Establish a strong incident management process - identification, triaging, restoring, incident postmortem, and root cause analysis.
- Continuously evolve our NoC teams and optimize our L1, L2 support functions especially in times of high pressure.
- Work closely with the Business stakeholders to align and meet targets. Ensure ongoing collaboration with the other key teams such as DevOps/ SRE etc to drive outcomes.

**Required Qualifications**:

- Degree / Masters in Computer Science, Software Engineering or equivalent
- 15+ years of hands-on engineering experience and passion with a track record of handling various deliveries, of which 5+ years are relevant Engineering Management/ Leadership experience
- Ability to support and lead teams through high pressure situations - P1 incident
- Should have hands-on experience in production support - triaging, fixing problems, r