Service Reliability & Incident Manager

AIA Digital+; Auckland; On-site; NZD 90,000 - 130,000; Full time

Job summary

AIA is seeking a Service Management Specialist to join the Site Reliability Engineering and Service Delivery team in Auckland. You will coordinate major incidents, drive service improvements, and strengthen operational readiness across a complex technology environment.

You will partner with engineers, vendors, and business stakeholders to reduce risk, enhance customer outcomes, and contribute to a culture of continuous improvement and operational excellence.

Qualifications

• Experience in technology operations, service management or related environment.
• Ability to analyze issues and identify root causes to improve service outcomes.
• Strong communication skills with technical and non-technical stakeholders.

Responsibilities

• Coordinate major incidents and drive timely restoration of services.
• Lead problem management to identify root causes and reduce repeat incidents.
• Support change management and on-call activities to ensure minimal risk to services.
• Apply reliability principles and data to identify risks and improvement opportunities.

Education

ITIL certification

Job description

AIA is seeking a Service Management Specialist to join the Site Reliability Engineering and Service Delivery team in Auckland. You will coordinate major incidents, drive service improvements, and strengthen operational readiness across a complex technology environment.

You will partner with engineers, vendors, and business stakeholders to reduce risk, enhance customer outcomes, and contribute to a culture of continuous improvement and operational excellence.