Senior Analyst, Command Centre Operation

AIA Shared Services; Kuala Lumpur; On-site; MYR 67,000 - 100,000; Full time

Job summary

AIA Digital+ is seeking an IT Operations Support professional to ensure 24/7 availability of critical applications and systems. You will monitor, diagnose, and resolve issues while coordinating batch jobs, patches, and changes to align with business needs.

The role requires at least 2 years in IT support and a Bachelor’s degree in Information Technology. Shift work on-site with 24/7 coverage is expected, with ITIL/CompTIA certifications a plus.

Qualifications

• Minimum 2 years of IT support experience with a focus on system operations.
• Bachelor’s degree in Information Technology or related discipline.
• ITIL/CompTIA certifications are a plus.

Responsibilities

• Monitor applications for continuous availability and performance.
• Execute and manage batch jobs, ensuring timely completion and troubleshoot errors.
• Implement and manage patching processes to keep systems secure.
• Execute change management procedures with proper documentation.
• Assist with incident management by diagnosing issues and escalating as needed.
• Provide first-level technical support to internal users and teams.
• Monitor network performance and ensure security and integrity.

Skills

Application Monitoring

Batch Management

Patching Management

Change Management

Incident Management

Level 1 Technical Support

Network Monitoring

Education

Bachelor's degree in Information Technology

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

• 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 2 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 unviersity 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.

AIA Digital+ is central to AIA’s goal of being a customer centric and world-class digital insurer, delivering world class services for our customers, partners and employees wherever they are.

We believe in finding new ways every day to shape a better tomorrow. To enhance our business, we turn this belief into action through innovation and progressive solutions that are efficient, scalable and agile.

We are much more than just a technology company. At AIA Digital+, the work we do makes a real difference in the lives of millions of people, every day. We empower every one of our people to have a voice and drive innovation that creates value for our customers, partners and employees.

Reimagine a brighter future at AIA Digital+.

View our AIA Digital+ LinkedIn page

AIA Digital+ is part of AIA Group Limited

At AIA we’ve started an exciting movement to create a healthier, more sustainable future for everyone. It's about finding new ways to not only better people's lives, but to better the communities and environments we live in.

As the largest listed company on the Hong Kong Stock Exchange, we’ve been proudly making a difference for people and communities across Asia for over a century. And we build on this every day with our ambition to engage one billion people to live Healthier, Longer, Better Lives by 2030.

If you work at AIA, you play an important part in this movement. Which is why we give you every opportunity to learn, grow and shape your career - your way.

Inspiring and supporting you to thrive - not just at work, but in life. Believe in better with AIA.

View our AIA LinkedIn page Bring your difference to AIA