Senior Manager, Command Centre Operation

AIA Digital+; Kuala Lumpur; On-site; MYR 100,000 - 150,000; Full time

Job summary

AIA Digital+ in Kuala Lumpur is seeking an IT Operations Manager to ensure IT service availability and minimize business impact from service outages. You will lead diverse teams and serve as a primary contact for senior management regarding IT operations and service delivery.

The ideal candidate will have over 10 years of IT experience, with at least 5 years in a supervisory role and a Bachelor's degree in Information Technology or a related discipline. Relevant IT certifications are a plus.

Qualifications

• Minimum of 10 years of experience in IT operations.
• At least 5 years in a supervisory or management role.
• Strong verbal and written communication skills.

Responsibilities

• Lead and mentor diverse teams including IT Service Desk.
• Work with Incident Management team for timely resolutions.
• Supervise system and network monitoring to identify issues.
• Communicate effectively with stakeholders to resolve conflicts.
• Contribute to strategic planning and development of IT initiatives.

Skills

Application monitoring tools

Batch processing systems

Network monitoring tools

Analytical skills

Problem-solving skills

Communication skills

Education

Bachelor’s degree in Information Technology or related discipline

Tools

ITIL

CompTIA

Job description

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.

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

OR

• 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

• 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.