Lead Analyst, Command Centre Operation (Shift)

AIA Digital+; Kuala Lumpur; On-site; MYR 60,000 - 90,000; Full time

Job summary

AIA Digital+ seeks an IT Operations professional to join the IT Command Centre in Kuala Lumpur. You will monitor applications, manage batch jobs, patching, and change processes to ensure 24/7 service availability and alignment with business priorities.

The role requires at least 3 years in IT support or operations, a bachelor’s in IT or related field, and ITIL/CompTIA certification is a plus. Shift work on-site is required to maintain enterprise infrastructure.

Qualifications

• Bachelor's degree in IT or related field.
• ITIL or CompTIA certifications are a plus.
• Experience in IT operations and 24/7 shift support.

Responsibilities

• Ensure IT service availability and minimises the business impact of IT service outages through effective management.
• Contribute to improving user satisfaction by ensuring IT arrangements align with business needs and priorities and fit for purpose.
• Improve technical performance as measured by KPIs and SLAs year on year.
• Perform continuous monitoring of applications to ensure optimal performance and resolve issues promptly.
• Execute and manage batch jobs, ensuring timely completion and troubleshooting errors.
• Implement and manage patching processes to keep systems up-to-date and secure.
• Execute change management procedures and assist incident management by diagnosing issues and escalating as necessary.
• Provide first-level technical support to internal teams and users, resolving issues efficiently.
• Monitor network performance, troubleshoot issues, and ensure network integrity and security.

Skills

Analytical thinking

Troubleshooting under pressure

Communication skills

Education

Bachelors in IT

Tools

Application monitoring tools

Batch processing systems

Patch management tools

Network monitoring tools

Job description

Roles and Responsibilities:

With respect to multiple technology knowledge

• Ensures IT service availability and minimises the AIAs 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.

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.
• 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 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:

• Bachelors 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.