Senior Analyst, Command Centre Operation

AIA Company Limited; Malaysia; On-site; MYR 67,000 - 112,000; Full time

Job summary

AIA Digital+ in Malaysia is seeking an IT Support professional to ensure 24/7 service availability across applications and networks. You will monitor, troubleshoot, and coordinate patching, change and incident management, and provide first-level support to internal teams, while working on-site in shifts.

Minimum 2 years in IT operations with ITIL/CompTIA knowledge, strong analytical and communication skills, and a degree in Information Technology or related field are required.

Qualifications

• 2+ years in IT support roles with system operations focus.
• Bachelor’s degree in Information Technology or related discipline.
• ITIL and/or CompTIA certifications are a plus.

Responsibilities

• Perform continuous monitoring of applications to ensure performance.
• Execute and manage batch jobs, troubleshoot errors.
• Implement and manage patching processes to keep systems secure.
• Execute change management procedures and document changes.
• Assist with incident management and provide escalation as needed.
• Provide first-level technical support to internal teams and users.
• Monitor network performance and ensure security.

Skills

Analytical skills

Troubleshooting

Verbal & written comms

Education

Bachelor’s degree in IT or related

Tools

Application monitoring tools

Batch processing systems

Patch management

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:

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.

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.