Site Reliability & Incident Management Lead

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

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