Senior Manager, Command Centre

AIA Hong Kong and Macau; Kuala Lumpur; On-site; MYR 120,000 - 180,000; Full time

Job summary

AIA Hong Kong and Macau in Kuala Lumpur seeks an experienced IT Operations Manager who will oversee IT service availability and minimize business impact from service outages. This role involves leading diverse teams, ensuring effective incident management, and contributing to strategic planning aligned with IT goals.

The ideal candidate has over 10 years of IT operations experience with at least 5 years in a management role, a Bachelor’s degree in Information Technology, and strong analytical skills. Join us to help enhance service delivery in a collaborative environment!

Qualifications

• Minimum of 10 years in IT operations, with at least 5 years in a supervisory or management role.
• Bachelor’s degree in Information Technology or related discipline.
• Relevant IT certifications (e.g., ITIL, CompTIA) are a plus.
• Strong knowledge of application monitoring tools and network monitoring tools.

Responsibilities

• Lead and mentor teams including 1st Level Technical Support and IT Service Desk.
• Work with Incident Management team to minimize downtime.
• Supervise system and network monitoring to resolve potential issues.
• Identify areas for improvement within command centre operations.
• Communicate effectively with stakeholders to resolve conflicts.
• Contribute to the development of strategic initiatives related to IT.

Skills

IT operations management

Leadership

Incident and service management

Communication skills

Analytical skills

Education

Bachelor’s degree in Information Technology

Tools

ITIL

CompTIA

Job description

About the Role

Ensures IT service availability and minimises the AIA’s business impact of IT service outages through effective management.

Contributes to improved user satisfaction with IT services by ensuring that the arrangements remain aligned with business needs and priorities and fit for purpose.

Acts as the primary point of contact for senior management regarding overall IT operations, incident status, and service delivery.

Roles and Responsibilities

• Leadership and Management: Lead and mentor diverse teams including 1st Level Technical Support, IT Service Desk, Incident Management, Network Operations, System Monitoring, and Batch Operations; foster a collaborative environment to ensure high team morale and performance.
• Incident and Service Management: Work with the Incident Management team to ensure timely resolution of issues and minimize downtime.
• Monitoring and Operations: Supervise system and network monitoring to proactively identify and resolve potential issues; manage batch operations to ensure efficient job scheduling, execution, and troubleshooting.
• Process Improvement: Identify areas for improvement within command centre operations and implement initiatives to enhance effectiveness.
• Stakeholder Communications: Communicate effectively with stakeholders to resolve conflicts and ensure alignment on objectives.
• Strategic Planning: Contribute to the development of strategic initiatives that align with the organization’s IT goals and objectives; advocate for technologies and solutions that improve service delivery and operational efficiency.

Minimum Job Requirements

• Relevant Experience: Minimum of 10 years in IT operations, with at least 5 years in a supervisory or management role, or an equivalent combination of qualifications and experience.
• Education: Bachelor’s degree in Information Technology or a 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.
• Analytical and problem‑solving skills with the ability to make decisions under pressure.
• Strong verbal and written communication skills, capable of interacting with both technical and non‑technical stakeholders.

We are an equal opportunity employer.