Manager, Command Centre

AIA Hong Kong and Macau; Kuala Lumpur; On-site; MYR 70,000 - 90,000; Full time

Job summary

AIA Hong Kong and Macau is seeking an IT Operations Manager to lead a team in ensuring the availability and performance of IT services. The role will involve managing applications, batch jobs, and incident resolution within a 24/7 operational environment.

The ideal candidate should have significant experience in IT operations and supervisory roles, with relevant technical certifications being a plus. This position requires flexibility to work shifts, including nights and weekends.

Qualifications

• 7 years of experience in IT operations, with at least 3 years in a supervisory role.
• Strong knowledge of relevant technical skills and tools.
• Excellent analytical and problem-solving skills.

Responsibilities

• Lead and manage a team of IT professionals.
• Oversee monitoring of applications to ensure performance.
• Manage batch jobs and troubleshoot issues.
• Coordinate patch management processes for system security.
• Facilitate change management with minimal disruption.
• Provide first-line technical support and incident management.
• Monitor network performance and troubleshoot connectivity.

Skills

Application monitoring

Batch processing

Patch management

Network monitoring

Analytical skills

Problem-solving skills

Communication skills

Education

Bachelor's degree in Information Technology

Tools

ITIL certifications

CompTIA certifications

Job description

AIA Digital+ is a Technology, Digital and Analytics innovation hub dedicated to powering AIA to be more efficient, connected and innovative as it fulfills its purpose to help millions of people across Asia-Pacific live healthier, longer, better lives.

Role Overview

The role focuses on ensuring IT service availability, minimizing business impact from outages, and improving user satisfaction by aligning IT services with business needs and priorities.

Responsibilities

• Team Leadership: Lead and manage a team of IT professionals, fostering a collaborative and efficient working environment.
• Application Monitoring: Oversee continuous monitoring of applications to ensure optimal performance and availability, responding swiftly to alerts and incidents.
• Batch Management: Manage and execute batch jobs, ensuring timely completion and troubleshooting any issues that arise.
• Patching Management: Coordinate and implement patch management processes to maintain system security and reliability.
• Change Management: Facilitate change management processes, ensuring that changes are executed with minimal disruption to services and are documented appropriately.
• Incident Management Support: Provide guidance and support to the team in resolving incidents effectively.
• Level 1 Technical Support: Provide first‑line technical support to resolve issues quickly and efficiently, escalating to higher support levels as necessary.
• Network Monitoring: Monitor network performance and troubleshoot connectivity issues, ensuring the integrity and security of network operations.

Minimum Job Requirements

• Relevant Experience: 7 years of experience in IT operations, with at least 3 years in a supervisory or management role, or an equivalent combination of qualifications and experience.
• Education: Bachelor’s degree in Information Technology or a related discipline.
• IT Certifications: Relevant certifications such as ITIL or CompTIA are a plus.

Technical Skills

• Strong knowledge of application monitoring tools, batch processing systems, patch management, and network monitoring tools.
• Excellent analytical and problem‑solving skills, with the ability to make decisions under pressure.
• Strong verbal and written communication skills, capable of interacting with technical and 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.

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.