Lead Analyst, Command Centre Operation

AIA Shared Services; Kuala Lumpur; On-site; MYR 60,000 - 85,000; Full time

Job summary

AIA Shared Services in Kuala Lumpur seeks an IT Operations Specialist to monitor applications, manage batch jobs, patch systems, and support 24/7 IT services for the Digital+ hub, ensuring high availability and rapid issue resolution across business applications.

You will handle application monitoring, batch processing, patch management, change and incident management, and network monitoring while collaborating with service owners.

Qualifications

• Minimum 3 years in IT support roles with focus on operations.
• Bachelor’s degree in Information Technology or related discipline.
• ITIL, CompTIA or similar certifications are a plus.

Responsibilities

• Perform continuous monitoring of applications to ensure optimal performance and resolve issues promptly.
• Execute and manage batch jobs, ensuring timely completion and fix errors.
• Implement and manage patching processes to keep systems secure and up-to-date.
• Execute change management procedures and document changes accurately.
• Assist with incident management, diagnosing issues and escalating as needed.
• Provide level 1 technical support to internal teams and users.
• Monitor network performance and ensure security across the IT environment.

Skills

Application monitoring

Batch processing

Patching management

Change management

Incident management

1st line support

Network monitoring

Education

Bachelor's degree in IT

ITIL or CompTIA certification

Tools

Monitoring tools

Batch processing systems

Patch management tools

Network monitoring tools

Job description

Are you ready to shape a better tomorrow? AIA Digital+ is a Technology, Digital and Analytics innovation hub dedicated to powering AIA to be more efficient, connected and innovative as it fulfils its Purpose to help millions of people across Asia-Pacific live Healthier, Longer, Better Lives. If you are hungry and driven to play an active role in shaping a better tomorrow, we want to hear from you. Because the work we do at AIA Digital+ makes a difference in the lives of millions of people, every day. We will equip you with the critical skills, tools and technology, and endless opportunities to learn, contribute and thrive in a dynamic and exciting environment. If you want to shape a brighter future at AIA Digital+, please read on.

About the Role

With respect to multiple technology knowledge

• Ensures IT service availability and minimises the AIA’s business impact of IT service outages through the effective management.
• Contributes to the improvement of user satisfaction with IT services by ensuring that the arrangements remain aligned with business needs and priorities and fit for purpose.
• Improves the overall technical performance as measured by the technology related KPIs and SLAs (utilisation, availability, response times etc.) year on year.

Roles and Responsibilities:

Application Monitoring

Perform continuous monitoring of applications to ensure optimal performance and resolve issues promptly.

Batch Management

Execute and manage batch jobs, ensuring their timely completion and troubleshooting any errors that may occur.

Patching Management

Implement and manage patching processes, ensuring systems are up-to-date and secure.

Change Management Execution

Execute change management procedures, ensuring changes are implemented smoothly and documented accurately.

Incident Management Support

Assist with incident management by diagnosing issues, providing solutions, and escalating as necessary.

Level 1 Technical Support

Provide first-level technical support to internal teams and users, resolving issues efficiently and effectively.

Network Monitoring

Monitor network performance, troubleshoot issues, and ensure network integrity and security.

Minimum Job Requirements:

Relevant Experience:

• Minimum of 3 years of experience in IT support roles, with a strong focus on system operations.
• OR An equivalent combination of qualifications and relevant experience.

Education:

• Bachelor’s degree holder of university on Information Technology or related discipline
• Relevant IT certifications (e.g., ITIL, CompTIA) are a plus

Technical Skills:

• Proficiency in application monitoring tools, batch processing systems, patch management, and network monitoring tools.
• Strong analytical skills with the ability to troubleshoot and resolve technical issues under pressure.
• Excellent verbal and written communication skills, with the ability to convey technical information clearly to non-technical stakeholders.

Working Conditions:

Shift Work - This position requires working in shifts on-site, including nights and weekends, to ensure 24/7 operation of the IT Command Centre.

Build a career with us as we help our customers and the community live healthier, longer, better lives. You must provide all requested information, including Personal Data, to be considered for this career opportunity. Failure to provide such information may influence the processing and outcome of your application. You are responsible for ensuring that the information you submit is accurate and up-to-date.

"Better" starts with people who reimagine what is possible and turn ideas into meaningful action. At AIA, you will contribute in your own way, help shape outcomes that matter and collaborate with colleagues across disciplines, teams, markets and levels. We will support you to broaden your perspective, strengthen your capabilities and grow your impact. Together, we challenge assumptions, learn from one another and find better ways forward. Bring your ambition, experience and ideas to AIA, and help shape what “better” looks like.

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