Senior Analyst, Command Centre Operation (Shift)

AIA Digital+; Kuala Lumpur; On-site; MYR 42,000 - 72,000; Full time

Job summary

AIA Digital+ in Kuala Lumpur invites an IT Operations Specialist to monitor applications, manage batch jobs, patch systems, and execute change procedures. This role supports 24/7 operations and improves service stability through disciplined ITIL-aligned practices.

You'll provide Level 1 technical support, monitor networks, and troubleshoot issues under pressure, collaborating with internal teams and stakeholders to keep services fit for purpose.

Qualifications

• Minimum 2 years in IT support with focus on system operations.
• Bachelor’s degree in Information Technology or related field.
• ITIL or CompTIA certifications are a plus.
• Strong analytical and troubleshooting skills.
• Excellent communication for non-technical stakeholders.

Responsibilities

• Application monitoring to ensure optimal performance and prompt issue resolution.
• Batch management: execute and manage batch jobs, troubleshoot errors.
• Patching management: implement and manage patching processes and keep systems up-to-date and secure.
• Change management execution: run change procedures, document changes, assist incident management.
• Level 1 technical support to internal teams and users.
• Network monitoring: monitor performance, troubleshoot, ensure network integrity and security.

Skills

Application monitoring tools

Batch processing systems

Patch management

Network monitoring

Education

Bachelor’s degree in Information Technology

IT certifications (ITIL, CompTIA)

Job description

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.
• 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

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 university 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.