Manager, Command Centre Operation

AIA Company Limited; Malaysia; On-site; MYR 120,000 - 180,000; Full time

Job summary

AIA Digital+ in Malaysia seeks an experienced IT Operations Manager to oversee service availability, incident resolution and batch processing within our 24/7 IT Command Centre.

You will lead a team of IT professionals, coordinate patching, change management, and monitoring tools, and engage with both technical and non-technical stakeholders to align services with business needs.

Qualifications

• Minimum 5 years in IT operations, with at least 2 years in a supervisory/management role.
• Or an equivalent combination of qualifications and relevant experience.
• Bachelor’s degree holder in Information Technology or related discipline.
• IT certifications (e.g., ITIL, CompTIA) are a plus.

Responsibilities

• Lead and manage a team of IT professionals, fostering a collaborative and efficient working environment.
• Oversee the 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.
• Patching management: Coordinate and implement patch management processes to maintain system security and reliability.
• Change management: Facilitate change management processes, ensuring changes are executed with minimal disruption and documented.
• Incident management support: Provide guidance and support to the team in resolving incidents effectively.
• Level 1 technical support: Provide first-line support to resolve issues quickly and escalate when needed.
• Network monitoring: Monitor network performance and troubleshoot connectivity issues.

Skills

Team leadership

Monitoring tools

Batch management

Network monitoring

Analytical skills

Communication skills

Education

Bachelor’s degree in Information Technology

IT certifications (ITIL, CompTIA)

Tools

Application 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

Team Leadership

• Lead and manage a team of IT professionals, fostering a collaborative and efficient working environment.

Application Monitoring

• Oversee the 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

• Providing 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

• Minimum of 5 years of experience in IT operations, with at least 2 year in a supervisory or management role.
• OR
• An equivalent combination of qualifications and relevant experience.

Education

• Bachelor’s degree holder of unviersity on Information Technology or related discipline
• Relevant IT certifications (e.g., ITIL, 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.

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.