Avensys Consulting Hiring! Full Time Senior Manager, Agent Operations (AIDA) in - Ricebowl

Avensys is a reputed global IT professional services company headquartered in Singapore. Our service spectrum includes enterprise solution consulting, business intelligence, business process automation and managed services. Given our decade of success we have evolved to become one of the top trusted providers in Singapore and service a client base across banking and financial services, insurance, information technology, healthcare, retail, and supply chain.

We are currently looking to hire Senior Manager, Agent Operations (AIDA). This is an exciting opportunity to expand your skill set, achieve job satisfaction and work-life balance.

JOB RESPONSIBILITIES:

Lead the 24×7 Agent Operations (AO) function responsible for keeping the telco’s production AI agents reliable, safe, and continuously available. Own fleet monitoring and the automated safeguard set, incident management and command, the production change calendar, and the contact-centre fallback interlock. Lead a team spanning HQ incident commanders and offshore operations analysts and enforce SLOs and error-budget policy across the estate.

How You will Make An Impact:

• Own 24×7 monitoring of the production fleet and the ten-safeguard set (thresholds, routing, auto-remediation, suppression, alert hygiene).
• Own incident management end-to-end: severity classification, incident command, stakeholder communications, escalation-clock enforcement, and verify-and-close discipline.
• Own the contact-centre fallback interlock: triggers, invocation authority, restoration, and comms to contact-centre leadership.
• Own SLO and error-budget policy per agent service and the drills programme (fallback, escalation, rollback, game days).
• Chair post-incident reviews and drive corrective actions and systemic findings into the troubleshooting manual and backlog.
• Lead, roster, and develop the AO team across HQ and offshore; own on-call discipline, fatigue management, and shift handover quality.

Skills for Success:

• Degree in Computer Science, Data Science, Engineering, or related field
• 10+ years in operations/SRE/production support with 3+ years leading 24×7 teams
• Proven incident command in customer-facing production
• Monitoring, alerting, and observability practice
• Incident management, SLOs, and error budgets
• Understanding of AI agent architectures and failure modes
• LLM/agent operations exposure
• Calm, decisive incident leadership
• Strong stakeholder and crisis communication
• People leadership across locations

WHAT’S ON OFFER

You will be remunerated with an excellent base salary and entitled to attractive company benefits. Additionally, you will get the opportunity to enjoy a fun and collaborative work environment, alongside a strong career progression.

To submit your application, please apply online or submit your CV to ************* Your interest will be treated with strict confidentiality.

CONSULTANT DETAILS

Consultant Name: Preethi Kanthappan

Avensys Consulting Pte Ltd

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