Senior Analyst, Command Centre Operation

aia; Kuala Lumpur; On-site; MYR 67,000 - 89,000; Full time

Job summary

AIA Digital+ in Kuala Lumpur is seeking an IT Support professional to ensure 24/7 IT service availability by monitoring applications, managing batches, patches and changes.

You will provide Level 1 technical support, incident and network monitoring, and contribute to uptime and security while working on-site in shifts to support continuous operations.

Qualifications

• Bachelor's degree in Information Technology or related discipline is required.
• Relevant IT certifications (e.g., ITIL, CompTIA) are a plus.
• Minimum 2 years in IT support roles with focus on operations.

Responsibilities

• Application Monitoring: continuous monitoring of applications for performance.
• Batch Management: ensure timely batch job completion and troubleshooting.
• Patching Management: implement and manage patching processes.
• Change Management Execution: conduct changes with proper documentation.
• Incident Management Support: assist with diagnosing issues and escalate as needed.
• Level 1 Technical Support: provide first-line support to internal users.
• Network Monitoring: monitor network performance and security.

Skills

Application monitoring

Batch management

Patch management

Change management

Incident management

Technical support

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

• 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.
• 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.