Site Reliability Incident & Service Improvement Lead

AIA (Vietnam) Life Insurance; Auckland; On-site; NZD 90,000 - 130,000; Full time

Job summary

AIA NZ is seeking a Service Management Specialist to ensure our technology services remain reliable, resilient, and high performing. You will work within the Site Reliability Engineering and Service Delivery team to coordinate incidents, drive improvements and strengthen operational readiness.

You will partner with engineers, vendors, and business stakeholders to reduce risk and enhance customer outcomes, participate in on-call, and support change and disaster recovery activities.

Qualifications

• Experience in technology operations, service management or a related environment.
• Ability to analyse issues, identify root causes and implement practical solutions.
• Strong communication skills with technical and non-technical stakeholders.
• Collaborative approach and ability to build trusted cross-team relationships.
• High sense of ownership and accountability for outcomes and service quality.
• Tertiary qualification in IT, Business or related field; ITIL certification or experience preferred.

Responsibilities

• Coordinate and manage incidents, including major incidents, ensuring timely restoration and clear communication.
• Lead and coordinate problem management activities to identify root causes and reduce repeats.
• Support change management processes and perform emergency changes when required.
• Apply reliability principles and monitor service data to identify risks and improvement opportunities.
• Maintain service management tooling, governance, and stakeholder engagement.

Skills

Tech ops experience

Root cause analysis

Communication skills

Collaborative

Ownership

ITIL awareness

Job description

AIA NZ is seeking a Service Management Specialist to ensure our technology services remain reliable, resilient, and high performing. You will work within the Site Reliability Engineering and Service Delivery team to coordinate incidents, drive improvements and strengthen operational readiness.

You will partner with engineers, vendors, and business stakeholders to reduce risk and enhance customer outcomes, participate in on-call, and support change and disaster recovery activities.