Associate Director, Software Engineering

We are currently seeking an experienced professional to join our team in the role of Associate Director, Software Engineering.

Principal responsibilities:

• Work closely with the Service Management Transformation Lead and wider Service Management community to design and deliver the progressive transformation plan for Service Management practices across the Hong Kong Pillar and Asia & Middle East organisation.
• Shape engineering-led discussions with Service Management practitioners, SREs, engineers and stakeholders to identify priority AIOps use cases, define solution requirements and develop pragmatic delivery options.
• Lead the engineering design and delivery of AIOps journeys that improve service resilience and operational effectiveness in day-to-day Service Management work.
• Build and lead a Team Engineering model in which engineers, Service Management practitioners and SREs co-develop solutions and jointly deliver measurable service outcomes.
• Translate operational pain points in Incident, Problem, Change and other Service management practices into secure, reusable and supportable engineering capabilities.
• Lead delivery of AIOps use cases for earlier detection, faster technical diagnosis, better impact assessment, stronger evidence correlation, and more coherent recovery.
• Drive deep application performance and observability improvements across applications, middleware, databases, infrastructure and platform layers.
• Establish a clear delivery operating model, including joint backlog prioritisation, decision rights, roadmap management and dependency resolution across teams.
• Ensure AI-assisted and agentic capabilities are bounded, controlled and auditable, with human validation for consequential production decisions.
• Partner with platform, cloud, security, data, architecture, Risk and Control teams to align delivery with strategic enterprise capabilities and policy requirements.
• Contribute technical leadership to the Service Management and SRE practitioner community to improve adoption, consistency and engineering outcomes.
• Develop and support tooling to facilitate major incident response with evidence-led technical analysis and post-incident deep dives that drive durable remediation and recurrence reduction.
• Drive a culture of continuous improvement in engineering quality, operational discipline, and service management outcomes.

Requirements:

• 10+ years of experience in software engineering, site reliability engineering, or technology management roles with strong customer and service focus.
• Demonstrable hands-on technical expertise in engineering design, delivery and operation of production-critical services.
• Strong ability to navigate engineering-led discovery and requirements discussions, translating operational needs into clear use cases, technical requirements, controls and measurable outcomes.
• Practical experience in AIOps, observability, monitoring and operational analytics across diverse production environments.
• Ability to lead and influence in a matrixed global organisation, including cross-functional CTO engineering, infrastructure and application teams.
• Experience in Application Performance Management and modern telemetry practices across metrics, logs, traces and event correlation.
• Evidence of troubleshooting complex incidents in high-pressure environments in an evidence-driven, systemic and outcome-focused manner.
• Demonstrable experience improving change quality, operational resilience and service reliability across multiple teams.
• Strong written and spoken English, with confidence operating in a multi-cultural, diverse and inclusive organisation.