Technology Operations Manager

THE COMPANY

Singlife's purpose is to help Filipinos achieve a better way to financial independence. Singlife's unique business model uses the smartest technologies to put customers in control of their finances, by providing tools and solutions that fit their needs, budget, and in a convenient manner that is always on-hand. Singlife has showed how combining new technologies with life insurance makes it possible for people to manage their finances more effectively and efficiently. Singlife is growing at an exceptional rate driven by a growing portfolio of partnerships (e.g., GCash, Maya, UNO) and rapid scaling of its own App capabilities.

Job Summary:

The Technology Operations Manager is responsible for the day-to-day management and operational reliability of production technology platforms and services. This role ensures the stability, availability, performance, and operational efficiency of infrastructure, cloud platforms, applications, and supporting technology services.

The role manages operational teams responsible for monitoring, incident response, platform operations, and service reliability. It supports the implementation of modern operational practices including automation, observability, and Site Reliability Engineering (SRE) principles.

Working under the direction of the Head of Technology Operations, this role ensures that operational procedures, incident management, service monitoring, and platform maintenance activities are executed effectively to maintain service reliability and meet established SLAs and SLOs.

Key Responsibilities:

Production Operations & Service Reliability

Manage day-to-day production operations across:

• Cloud platforms (AWS/Azure/GCP)
• SaaS/PaaS platforms
• Core systems and digital platforms
• Integration services and supporting infrastructure

Ensure operational stability including:

• Service availability
• System performance
• Platform stability

Monitor and maintain compliance with:

• Service Level Agreements (SLAs)
• Service Level Objectives (SLOs)
• Service reliability targets

Coordinate operational response for service degradation and outages.

Site Reliability Engineering (SRE) & Modern Ops

Support the implementation of modern operations practices including:

• SRE principles
• Automation-driven operations
• Observability and monitoring improvements

Implement operational improvements including:

• Proactive monitoring
• Operational automation
• Self-healing capabilities where applicable

Track and improve operational metrics including:

• Mean Time to Detect (MTTD)
• Mean Time to Restore (MTTR)

Incident, Problem & Crisis Management

Lead operational response for:

• Production incidents
• Service disruptions
• Platform degradation events

Coordinate:

• Incident triage
• Escalation management
• Service restoration activities

Ensure completion of:

• Root Cause Analysis (RCA)
• Problem management reviews
• Corrective and preventive actions

Support major incident management under direction of the Head of Technology Operations.

Disaster Recovery, Resilience & Continuity

Support the execution of:

• Disaster Recovery procedures
• Technology resilience exercises
• DR testing activities

Ensure operational readiness for:

• System failover
• Backup validation
• Recovery procedures

Assist in maintaining compliance with defined RTO and RPO targets.

Platform Operations & Infrastructure Management

Manage operational support for:

• Cloud infrastructure
• Data platforms
• Middleware and integration platforms
• Network and security infrastructure

Ensure operational execution of:

• Patch management
• Capacity monitoring
• Vulnerability remediation
• Configuration management

Support platform optimization including:

• Automation initiatives
• Infrastructure standardization
• Cost monitoring and optimization.

Observability, Monitoring & Operational Intelligence

Operate enterprise monitoring tools including:

• Infrastructure monitoring
• Application monitoring
• Logging and metrics platforms
• Alerting systems

Maintain operational dashboards and reporting for:

• Platform health
• Incident trends
• Service performance

Ensure timely detection and escalation of service issues.

Vendor & Managed Services Operations

Coordinate operational activities with:

• Technology vendors
• SaaS providers
• Managed service providers

Support vendor governance through:

• SLA monitoring
• Incident escalation
• Performance tracking

Ensure vendors meet operational performance expectations.

Security, Risk & Compliance in Operations

Ensure operational adherence to:

• Security policies
• Access control standards
• Change management procedures

Support remediation activities for:

• Vulnerabilities
• Security findings
• Audit observations

Assist in maintaining compliance with regulatory and internal control requirements.

ITSM, Process & Operational Governance

Execute and maintain IT service management processes including:

• Incident management
• Problem management
• Change management
• Capacity and availability management

Maintain operational documentation including:

• Runbooks
• SOPs
• Operational playbooks

Support service reporting and operational performance tracking.

Team & Operational Model Management

Lead and supervise operational teams including:

• L1 monitoring and operations
• L2 technical support teams

Support the execution of:

• 24x7 operational coverage
• On-call rotations
• Escalation procedures

Ensure team adherence to operational standards and procedures.

Key Deliverables:

• Production Operations Performance Reports
• Incident and Problem Management Reports
• Platform Health and Availability Dashboards
• Operational Runbooks and SOP Documentation
• DR Test Execution Reports
• Monitoring and Observability Implementation Support
• Vendor Operational Performance Reviews

Qualifications (Required)

Bachelor's degree in Computer Science, Information Technology, Engineering, or related field.

8+ years of experience in IT operations, platform operations, or infrastructure support.

At least 3+ years managing operational or technical support teams.

Experience working with:

• Cloud platforms (AWS/Azure/GCP)
• Enterprise production systems
• Monitoring and observability tools

Experience supporting:

• Incident management
• Production operations
• High-availability environments.

Preferred Qualifications

TIL Foundation certification.

Experience working in regulated environments such as:

• Banking
• Insurance
• Fintech

Experience with:

• DevOps or SRE practices
• Automation tools
• Observability platforms

Experience supporting digital platforms and high-transaction environments.

Leadership Competencies

• Strong operational execution and accountability
• Ability to manage incidents and production issues under pressure
• Detail-oriented and process-driven
• Collaborative team leadership and coordination skills
• Strong communication and escalation management
• Focus on service reliability and continuous improvement