Senior Manager, Command Centre

AIA Digital+; Kuala Lumpur; In loco; MYR 167.000 - 312.000; Tempo pieno

Descrizione del lavoro

AIA Digital+ in Kuala Lumpur seeks an experienced IT Operations Manager to lead diverse teams across IT service delivery, incident management, and batch operations. This role focuses on maintaining service availability, improving user satisfaction, and aligning IT activities with business priorities.

You will supervise monitoring activities, drive process improvements, and communicate effectively with stakeholders to support strategic IT initiatives.

Competenze

• Minimum of 10 years of experience in IT operations, with at least 5 years in a supervisory or management role.
• Equivalent combination of qualifications and relevant experience accepted.

Mansioni

• Ensure IT service availability and minimize outages.
• Improve user satisfaction by aligning IT services with business needs.
• Act as primary contact for senior management on IT operations and service delivery.
• Lead and mentor teams across IT operations including Service Desk and Batch Operations.
• Oversee incident management to resolve issues promptly and minimize downtime.
• Supervise system and network monitoring to preemptively resolve issues.
• Manage batch operations for efficient job scheduling and execution.
• Identify opportunities to improve command centre operations.

Conoscenze

IT operations leadership

Incident management

Service desk leadership

Monitoring and batch operations

Stakeholder communications

Formazione

Bachelor's degree in IT

ITIL/CompTIA certifications

Strumenti

IT monitoring tools

Batch processing systems

Patch management

Network monitoring tools

Descrizione del lavoro

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

Roles and Responsibilities

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

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.
• Act as the people management of Batch Operations team

Incident and Service Management

• Work and Incident Management team to ensure timely resolution of issues and minimizing downtime.

Monitoring and Operations

• Supervise system and network monitoring to proactively identify and resolve potential issues.
• Manage batch operations to ensure job scheduling, execution, and troubleshooting are performed efficiently.

Process Improvement

• Identify areas for improvement within the command centre operations and implement initiatives to enhance effectiveness.

Stakeholder Communications

• Communicate effectively with various 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 can improve service delivery and operation efficiency.

Minimum Job Requirements

Relevant Experience

• Minimum of 10 years of experience in IT operations, with at least 5 year in a supervisory or management role.

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

• Strong knowledge of application monitoring tools, batch processing systems, patch management, and network monitoring tools.
• Excellent analytical and problem-solving skills, with the ability to make decisions under pressure.
• Strong verbal and written communication skills, capable of interacting with technical and non-technical stakeholders.

Build a career with us as we help our customers and the community live healthier, longer, better lives.