Service Management & Site Reliability Specialist

AIA Hong Kong and Macau; Auckland; Hybrid; NZD 90,000 - 130,000; Full time

Job summary

AIA NZ is seeking an experienced Incident Manager to enhance reliability and resilience of technology services. You will manage incidents, including major events, coordinate on-call responses, and drive improvements across problem and change management.

The role focuses on reducing risk and ensuring stable service operations. You will collaborate with internal teams and external partners, communicate clearly during outages, and contribute to disaster recovery and operational readiness

Qualifications

• Experience in technology operations or IT service management.
• Ability to analyze issues and identify root causes to prevent repeats.
• Strong communication skills with both technical and non-technical stakeholders.

Responsibilities

• Coordinate incidents including major incidents to restore services and communicate with stakeholders.
• Lead problem management activities to identify root causes and reduce recurring incidents.
• Support change management processes and act as escalation point for emergency changes.
• Apply reliability principles and data to identify risks and improve service performance.
• Maintain service management tools and governance to enable informed decision making.

Skills

Incident management

Problem management

Change management

On-call coordination

Service reliability

Stakeholder engagement

Job description

Your Role with Us

The purpose of this role is to support the reliability, stability and effective operation of technology services by applying strong service management practices alongside site reliability principles. The role ensures high-quality incident, problem and change management, and as part of the major incident management function participates in an on-call roster, acting as an escalation point for major incidents and managing these through to resolution. It supports operational readiness and resilience and drives continuous improvement to reduce risk and enhance service performance.

Your Impact

Incident Management & Response

Manage and coordinate incidents, including major incidents, to ensure timely restoration of services and clear stakeholder communication. As part of the major incident management function, participate in an on-call roster, acting as an escalation point for major incidents and managing them through to resolution. Ensure incidents are accurately recorded, updated and reviewed, and facilitate post-incident reviews (PIRs) to support root cause analysis and ongoing improvement.

Problem Management & Service Improvement

Lead and coordinate problem management activities to identify root causes and reduce repeat incidents. Analyse service data, track improvement actions and identify trends and preventive measures to strengthen stability and overall service performance.

Change Management & Operational Readiness

Support change management processes to ensure changes are assessed, approved and implemented with minimal risk to services. Act as an escalation point for emergency changes and, where required, perform privileged break-fix and emergency change activities under controlled access (PIM/JIT) to restore services. Ensure operational controls (access, certificates and change records) are followed, and surface gaps for remediation.

Service Reliability & Operational Resilience

Apply reliability principles and service data to identify risks and improvement opportunities across technology services. Support observability, automation and toil-reduction improvements to strengthen reliability and service performance. Support disaster recovery and business continuity readiness, including test-plan review, evidence assessment and follow-up actions.

Service Management Practices & Stakeholder Engagement

Maintain service management tools, reporting and service information to support effective decision making and governance. Build strong relationships with internal teams, vendors and stakeholders to support service delivery and continuous improvement.

Your Capabilities

• You bring experience in technology operations, service management or a related environment, with exposure to incident, problem and change management practices
• You have a proven ability to analyse issues, identify root causes and implement practical solutions that improve service outcomes
• You have strong communication skills and confidently engage with both technical and non-technical stakeholders, particularly during incidents and change activities
• You bring a collaborative approach and build trusted relationships that help achieve shared goals across teams and partners
• You have a strong sense of ownership, take accountability for outcomes and maintain a focus on service quality, reliability and customer impact
• You may also have a tertiary qualification in Information Technology, Business or a related discipline, along with ITIL certification or experience working within IT service management frameworks

Bring your technical and/or engineering skills to AIA NZ

Work on a scheduled on-call roster, providing 24/7 incident management coverage. As part of on-call you will be responsible for managing emergency changes.

Your Life at AIA

At AIA, your skills in technology, data, and analytics are more than technical expertise, they’re the foundation for creating Healthier, Longer, Better Lives. In return for your contribution, we offer a dynamic environment where innovation thrives, flexible ways of working, and opportunities to lead digital transformation at scale. You’ll have access to cutting-edge tools, continuous learning programs, and a collaborative culture that values curiosity and creativity. Together, we’ll design smarter solutions, unlock insights, and build digital experiences that make a real difference for millions of people across Asia-Pacific.

DEIB

Diversity, equity, and inclusion are central to who we are and how we work. We value people from all walks of life and welcome candidates of all backgrounds, identities, and lived experiences, including those with disabilities, additional mental health needs, chronic health conditions, or who are neurodiverse. If you’re excited about this role but don’t meet every requirement, we still encourage you to apply. And if there’s anything we can do to support you during the recruitment process, please contact us at [e-mail].

Our Mission

At AIA we’ve started an exciting movement to create a healthier, more sustainable future for everyone. It's about finding new ways to not only better people's lives, but to better the communities and environments we live in. As the largest listed company on the Hong Kong Stock Exchange, we’ve been proudly making a difference for people and communities across Asia for over a century. And we build on this every day with our ambition to engage one billion people to live Healthier, Longer, Better Lives by 2030. If you work at AIA, you play an important part in this movement. Which is why we give you every opportunity to learn, grow and shape your career - your way. Inspiring and supporting you to thrive - not just at work, but in life. Believe in better with AIA. View our AIA LinkedIn page Bring your difference to AIA