Assistant Manager, OpsWatch Unit

About Singapore Pools

Founded by the Singapore government in 1968, Singapore Pools is a not-for-profit organization dedicated to providing safe and trusted betting options as an alternative to illegal gambling. Over the years, it has contributed significant funds to the Tote Board, supporting a diverse range of sectors including social services, community development, sports, arts, education, and health. Annually, it also contributes approximately $2 billion in taxes to the government. The company's commitment to responsible gaming has been recognized with a Level 4 certification by the World Lottery Association since 2012. Beyond its core mission, staff actively contribute by volunteering for various community and environmental initiatives.

Job Purpose

The OpsWatch Unit plays a vital role in enterprise-wide operational monitoring aimed at enhancing resilience. Leveraging AI-enabled tools like ATLAS and Enterprise Service Management processes, the unit detects and manages emerging operational incidents, evaluates risks and their business impacts, coordinates response teams, escalates critical issues, and oversees corrective actions through to completion.

Key Responsibilities

• Identify emerging operational risks, ongoing trends, and control weaknesses; recommend strategies to improve monitoring effectiveness and readiness.
• Train and enhance ATLAS to boost the accuracy and effectiveness of incident detection, alerting, prevention, and recommendations.
• Perform shift-based OpsWatch duties with continuous situational awareness across business, technology, customer service, product, trading, draw, security, and facility operations.
• Monitor operational domains to detect alerts, service disruptions, incidents, and potential issues.
• Lead incident assessment and triage, evaluating impacts across operational, regulatory, reputational, safety, and customer dimensions.
• Coordinate with operational teams, duty managers, senior management, and stakeholders to gather updates and drive issue resolution.
• Escalate incidents following established protocols and initiate higher-level management involvement when needed.
• Prepare and deliver timely management updates and incident reports detailing status, impact, response actions, and pending items.
• Maintain detailed and accurate OpsWatch records, including logs, checklists, incident updates, handover notes, and supporting information.
• Update and refine OpsWatch procedures, checklists, escalation protocols, and contact lists; support post-incident reviews to refine processes.
• Adhere strictly to governance, escalation, and crisis management frameworks while ensuring confidentiality, professionalism, and accuracy in handling operational data.

Candidate Profile

• Degree holder in Computer Science, Engineering, Information Science, or related IT disciplines.
• Minimum of 10 years of IT sector experience, including at least 5 years managing 24/7 business and technical operations in complex environments.
• Proven ability to represent operations in executive or governance forums and make balanced decisions involving risks, costs, service impacts, and compliance.
• Experience in regulated sectors, mission-critical or public-facing systems, or continuous 24/7 operational environments is required.
• Capability to evaluate operational risks, trade-offs, and business impacts without direct hands-on tasks.
• Skilled in making decisions balancing stability, speed, cost, and compliance considerations.
• Strong communication skills, with an ability to articulate complex technical issues clearly to non-technical stakeholders.
• Familiarity with operational systems, communication platforms, alerting setups, and escalation frameworks.
• Commitment to professionalism, accountability, and continuous improvement culture.
• Excellent communication and coordination skills to lead incident management across multiple stakeholders.
• Demonstrated strength in decision-making and escalation management during incidents.
• Willingness to work on weekends, public holidays, and during night shifts as part of shift rostering.

Benefits and Perks

• Competitive total rewards package.
• Health and wellness programs.
• Continuous professional development and upskilling opportunities.
• Participation in volunteerism and community outreach efforts.