Assistant Manager, ETL Support (BAU L2 Support)

AIA Digital+; Kampung Malaysia Tambahan; On-site; MYR 90,000 - 140,000; Full time

Job summary

AIA Digital+ in Kuala Lumpur is seeking an experienced ETL Production Support Lead to own end-to-end BAU operations across all ETL modules and data pipelines. You will oversee Autosys batch jobs, ETL workflows, and data delivery, while acting as incident lead and coordinating with stakeholders during service disruptions.

You will guide L2 support, perform root cause analysis with SQL, ensure data accuracy, and drive continuous improvements within ITIL governance, security and audit requirements.

Qualifications

• 5+ years in application support, data support, or ETL production environments.
• End-to-end ETL production support and service ownership.
• Incident leadership and operational decision-making.
• Stakeholder communication during critical incidents.

Responsibilities

• Own end-to-end ETL BAU operations across all modules and pipelines.
• Oversee Autosys batch jobs, ETL workflows, and data pipelines.
• Lead incident response, RCA, and preventive actions.
• Coordinate with Infrastructure and cross-functional partners for issue resolution.

Skills

ETL Tools

SQL

Education

Bachelors Degree in IT/CS

Tools

Informatica

IBM DataStage

Autosys

Azure Data Platform

Job description

In AIA Digital+, we serve as AIA's Group-led Technology, Digital & Analytics hub by evolving innovative technology to shape the future. We aim to design & develop a detailed, human centered experiences to positively impact the lives of millions of people.

Join us as a part of AIA Group today!

Position Objectives:

• Ensure end-to-end stability, reliability, and timely delivery of ETL BAU operations across all ETL modules and data pipelines, ensuring seamless data processing and availability for business consumption.
• Own ETL production support in alignment with SLAs.
• Act as operational leads in incidents and stakeholder communication.
• Requires operational ownership and decision-making.

Operational Ownership & Delivery:

• Own end-to-end ETL BAU operations, ensuring batch stability, data availability, and SLA adherence.
• Oversee execution and monitoring of Autosys batch jobs, ETL workflows, and data pipelines.
• Ensure data accuracy, completeness, reconciliation, and timely delivery for downstream business consumption.
• Proactively identify potential risks and operational weaknesses to prevent service disruption.
• Act as incident lead for ETL production issues, including high-severity and cross-system incidents.
• Perform impact assessment and determine recovery strategies (reruns, workarounds, data correction).
• Serve as escalation point for complex issues beyond L1/L2 support.
• Oversee troubleshooting activities, ensuring accurate root cause identification and effective resolution approach.
• Conduct deep-dive investigations using SQL (T-SQL / PL/pgSQL) to validate, trace, and correct data issues.
• Analyse end-to-end data flows and system dependencies to accurately identify root causes.
• Lead Root Cause Analysis (RCA) and ensure implementation of preventive and corrective actions.
• Provide functional guidance and oversight to L2 ETL support team members.
• Review analysis, resolutions, and corrective actions to ensure quality and accuracy.
• Coordinate workload distribution and ensure adequate coverage during critical cycles (e.g., month-end, year-end).
• Act as a subject matter reference for complex troubleshooting and operational decisions.

Stakeholder & Communication Management:

• Act as the primary operational contact for business users and internal stakeholders on ETL-related matters.
• Provide clear, timely, and structured communication during incidents and service disruptions.
• Collaborate closely with Infrastructure, AIA Group teams, and cross-functional partners to resolve issues efficiently.
• Coordinate with external vendors and third-party providers for issue resolution and system recovery.
• Support internal and external audits by providing accurate operational evidence and responses.

Process Governance & Continuous Improvement:

• Ensure ETL operational activities comply with security, audit, and IT governance standards.
• Identify process gaps and drive continuous improvement initiatives, including automation and monitoring enhancements.
• Maintain, enhance, and enforce operational documentation such as SOPs, runbooks, and knowledge bases.
• Contribute to DR drills, validation activities, and recovery assurance processes.

Requirements:

Education:

• Bachelor’s Degree in Information Technology, Computer Science, or related discipline.

Experience:

• Minimum 5+ years in application support, data support, or ETL production environments.
• Demonstrated experience in:
• End-to-end ETL production support and service ownership.
• Incident leadership and operational decision-making.
• Stakeholder communication during business-critical incidents.

Technical skills.

• Strong hands-on experience with ETL tools (e.g., Informatica, IBM DataStage).
• Proficiency in SQL (T-SQL / PostgreSQL) for data investigation, validation, and correction.
• Solid understanding of:
• Data warehouse concepts.
• Batch scheduling tools (e.g., Autosys).
• Experience supporting ETL in cloud and distributed environments.
• Exposure to Azure data platforms (HDInsight, Synapse Analytics).
• Familiarity with Linux and Windows operating systems.
• Knowledge of ITIL processes (Incident, Problem, Change); certification is an advantage.
• Experience with DR drills and recovery validation is an advantage.

Soft Skills:

• Strong analytical and problem-solving abilities in high-pressure environments.
• Sound judgment and decision-making during time-critical incidents.
• Clear, confident communication with technical and non-technical stakeholders.
• Strong ownership mindset with accountability for service outcomes.
• Ability to guide and influence team members to achieve quality results.