Manager, Command Centre Operation (Shift)

AIA Digital+; Kuala Lumpur; On-site; MYR 80,000 - 120,000; Full time

Job summary

AIA Digital+ is seeking an experienced IT Operations Manager in Kuala Lumpur to lead a team of IT professionals. The role focuses on ensuring IT service availability, managing application performance, and overseeing network operations.

Ideal candidates should have at least 7 years of IT experience with supervisory responsibilities, a Bachelor's degree in Information Technology, and strong skills in application monitoring and network management. Shift work is required to maintain 24/7 operations.

Qualifications

• At least 7 years of experience in IT operations with 3 years in a supervisory/management role.
• An equivalent combination of qualifications and relevant experience.

Responsibilities

• Lead and manage a team of IT professionals in a collaborative environment.
• Oversee application monitoring for optimal performance and availability.
• Manage batch jobs and troubleshoot issues efficiently.
• Implement patch management processes for security and reliability.
• Facilitate change management with minimal disruption.
• Provide first-line technical support and escalate as needed.
• Monitor network performance and troubleshoot connectivity issues.

Skills

Application monitoring

Batch processing

Patching management

Network monitoring

Analytical skills

Communication skills

Education

Bachelor’s degree in Information Technology or related discipline

Relevant IT certifications (e.g., ITIL, CompTIA)

Job description

With respect to multiple technology knowledge

• Ensures IT service availability and minimizes 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.

Roles and Responsibilities

• 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.
• 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.
• 7 years of experience in IT operations, with at least 3 year in a supervisory or management role.

Qualifications

• 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.