Who We Are

Singapore Pools was established by the Singapore government on 23 May 1968 to provide safe and trusted betting to counter illegal gambling. As a not-for-profit organisation, it makes contributions to the Tote Board to fund a wide range of causes in social service, community development, sports, arts, education and health sectors.

Since 2004, over $5 billion have been channelled to the Tote Board. In addition, Singapore Pools also contributes about $2 billion annually to the Government in the form of taxes and duties. Its responsible gaming practices have been awarded the highest level of certification (Level 4) by the World Lottery Association's Responsible Gaming Framework since 2012.

Since inception, Singapore Pools staff have a long-standing commitment to doing good and giving back to those in need. Staff volunteers support activities held all year round, from helping disadvantaged children, youth-at-risk, underprivileged families, and elderly, to conserving the environment.

Job Purpose

The OpsWatch Unit delivers enterprise-wide operational monitoring to strengthen resilience, enable early intervention, and support timely management escalation. Supported by AI-driven operations capabilities and Enterprise Service Management processes, its key responsibilities include identifying emerging operational events, reducing incident risk through early assessment and intervention, assessing business impact, mobilising relevant teams, escalating issues, notifying stakeholders, coordinating remediation, and tracking corrective actions to closure.

Together with the OpsWatch Unit Team Lead, OpsWatch Managers coordinate incidents during duty periods, apply higher-level judgement, and guide and coach OpsWatch Assistant Managers. They are also responsible for training ATLAS (AI-driven Telemetry, Learning and Adaptive System) to improve incident and alert detection, prevention, and recommendations, and are accountable for the accuracy of ATLAS's detection and recommendations.

What You'll Do

People Management:

Assist OpsWatch Unit Team Lead in providing overall leadership and coordination for the OpsWatch Unit.
Ensure the Unit is operationally ready to support 24/7 monitoring, incident detection, assessment, escalation and reporting.
Maintain duty rosters, shift coverage, handover discipline and coverage arrangements for nights, weekends and public holidays.
Be accountable for the quality, completeness and timeliness of OpsWatch monitoring, logs and reports.
Coach and develop OpsWatch Assistant Managers to maintain consistent operating standards and provide guidance during complex or significant incidents.

Strategic Management:

Identify emerging operational risks, trends and control gaps, and recommend improvements to strengthen monitoring effectiveness and operational readiness.
Lead periodic reviews of SPPL processes, operating procedures and governance arrangements, including lessons learned.
Suggest and implement approved improvement initiatives
Train and refine ATLAS to improve the accuracy of incident and alert detection, prevention and recommendations.
Working closely with ATLAS system owner, define and implement the ATLAS self-healing capability and overall improvement.

Operations Management:

Perform rostered OpsWatch duties and maintain situational awareness across business, technology, customer, product, trading, draw, security and facility operations.
Monitor relevant operational domains to identify alerts, service disruptions, incidents and emerging issues.
Lead incident assessment and triage during assigned duty periods, including evaluation of operational, regulatory, reputational, safety and customer impact.
Coordinate with operational teams, Duty Managers, Senior Management on Duty and key stakeholders to obtain situational updates and facilitate resolution.
Escalate incidents in line with established protocols and initiate management attention where required.
Prepare and communicate timely management updates and incident reports, covering status, impact, actions taken and outstanding issues.
Maintain and validate accurate OpsWatch logs, daily checklists, incident updates, handover records and supporting information.
Maintain OpsWatch procedures, checklists, escalation protocols and contact arrangements, and support post-incident reviews to improve operating procedures and escalation frameworks.
Comply with governance, escalation and crisis management frameworks, while maintaining confidentiality, professionalism and accuracy in handling operational information.

Who You Are

Degree-qualified in Computer Science, Computer Engineering or IT related discipline, with at least 10 years experience within the IT sector. Within this period, at least 5 years in formal people leadership roles and must have involved the management of 24/7 business and technical operation. Such depth of experience is essential to provide the capability to manage complex business operation environments.
Experienced in representing operations at executive or governance forums, making trade‑off decisions involving risk, cost, service impact, and compliance and taking ownership of outcomes.
Experienced in at least one of the following environments is required: regulated industries, mission‑critical or public‑facing systems, or 24×7 operational environments.
Strong leadership and people capability, ability to lead, coach, and motivate operations teams and specialists.
Strong relationship building capability, including engagement with C level and senior business stakeholders.
Ability to assess operational risks trade‑offs, and business impacts without being hands‑on.
Comfort in making decisions with balance stability, cost, speed, and compliance.
Ability to govern the effectiveness of operational processes, challenge operational models and drive continuous improvement across teams and vendors.
Ability to frame operational issues in terms of business impact, risk, and options, not just technical details, having clear, structured communication of complex technical topics to non‑technical audiences.
Familiarity with operational systems, communication tools, alerting arrangements and escalation protocols.
Commitment to professionalism, accountability and continuous improvement.
Effective communication and coordination skills.
Ability to lead incident coordination across multiple stakeholders.
Strong decision-making and escalation management capability.
Ability to assess operational, regulatory, reputational and business impacts.
Able to work on weekends, public holidays and perform shift hours, including night shift.

What We Offer

Comprehensive total rewards package
Health & wellness benefits
Continuous learning and upskilling opportunities
Volunteerism and community initiatives

Only shortlisted candidates will be contacted for further career conversations.

Manager, OpsWatch Unit