Head of IT Command Center & Incident Operations

AIA (Web); Makati; On-site; PHP 1,200,000 - 1,800,000; Full time

Job summary

AIA Digital+ in Manila is seeking an experienced IT Operations leader to oversee service delivery, incident management, and batch processing across the organization. You will mentor teams, ensure high uptime, and drive improvements aligned with business priorities.

The role requires a deep background in IT operations, monitoring tools, and stakeholder communication, with a focus on delivering reliable IT services in a dynamic environment.

Qualifications

• Minimum of 10 years of experience in IT operations, with at least 5 years in a supervisory or management role.
• Bachelor’s degree in Information Technology or related discipline.
• Relevant IT certifications (e.g., ITIL, CompTIA) are a plus.
• 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.

Responsibilities

• 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.
• Work with Incident Management team to ensure timely resolution of issues and minimizing downtime.
• 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.
• Identify areas for improvement within the command centre operations and implement initiatives to enhance effectiveness.
• Communicate effectively with various stakeholders to resolve conflicts and ensure alignment on objectives.
• Contribute to the development of strategic initiatives that align with the organization’s IT goals and objectives.

Skills

IT operations leadership

Stakeholder communication

Analytical problem solving

Decision making under pressure

Team mentorship

Education

Bachelor’s degree in Information Technology or related discipline

Tools

ITIL

CompTIA

Job description

AIA Digital+ in Manila is seeking an experienced IT Operations leader to oversee service delivery, incident management, and batch processing across the organization. You will mentor teams, ensure high uptime, and drive improvements aligned with business priorities.

The role requires a deep background in IT operations, monitoring tools, and stakeholder communication, with a focus on delivering reliable IT services in a dynamic environment.