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Singapore Airlines Ltd
Information Technology - Information Technology - Lead Software Engineer (AI Ops and Resilience)
Lead Software Engineer (AI Ops & Resilience) at Singapore Airlines, Singapore. Drive ITSM innovation with AI automation, predictive incident detection, and intelligent workflows. ServiceNow expertise required.
Direct Hire
Mid-Level
ServiceNow Role Type:
Application Developer
ServiceNow Modules:
Change Management
Governance, Risk, and Compliance
IT Service Management
Incident Management
Knowledge Management
Problem Management
ServiceNow Certifications (nice to have):
Certified Implementation Specialist - IT Service Management
Job description
Posted on:
November 18, 2025
We are looking for a technically strong and innovative Lead Software Engineer to spearhead the evolution of our IT operations through intelligent automation and hands-on engineering. This role is pivotal in enhancing operational resilience, streamlining IT service management processes, and developing the next generation of self-healing, predictive IT operations.
Requirements
- Reimagine and enhance core ITSM practices (Incident, Problem, Change, and Knowledge Management) using modern development frameworks and automation tools.
- Design, prototype, and implement AI-driven operational tools, including predictive incident detection, automated remediation workflows, intelligent alerting, and large language model (LLM)-based knowledge agents.
- Lead the development and deployment of custom automation solutions to improve IT service reliability and reduce manual workload across ITSM domains.
- Collaborate with platform teams, enterprise architects, and developers to conceptualize and build next-generation IT operational capabilities.
- Provide mentorship and guidance to ITSM IPC (Incident, Problem, Change and DR management) Engineers, ensuring effective execution and governance of ITSM processes aligned with ITIL best practices.
- Drive adoption and continuous improvement of ITSM best practices across all IT teams.
- Oversee operational aspects of the IT Command Centre and Helpdesk, including: Acting as the primary liaison between internal stakeholders and external service providers.
- Monitoring and managing performance of vendor-managed services to ensure SLA and KPI compliance.
- Participating in service reviews, audits, and performance assessments.
- Managing Incident, Problem, and Change Management processes across vendor operations.
- Leading continuous improvement initiatives and service enhancements.
- Supporting escalation management and root cause analysis efforts.
Benefits
- Competitive salary
- Benefits
- Opportunities for career growth and development
Requirements Summary
5+ years of experience in IT operations or substantial exposure to ITSM processes and tooling, Bachelor’s Degree in Computer Science, Engineering, or a related field (or equivalent experience), Strong understanding of ITIL framework and ITSM best practices
