IT Operations Center, Senior Manager

AIA Digital+; Makati; On-site; PHP 1,500,000 - 2,100,000; Full time

Benefits offered by this job

HMO with 4 dependents

15 days VL + 15 days SL

Protection benefits

Job summary

AIA Digital+ Philippines seeks an experienced IT Operations Leader to ensure service availability, manage incidents, and drive batch operations and network monitoring. You will lead multiple teams, engage senior stakeholders, and align IT delivery with business priorities.

The role requires extensive IT operations experience (10+ years) with at least 5 years in a supervisory capacity, plus ITIL/CompTIA certifications as a plus.

Qualifications

• Bachelor’s degree in Information Technology or related discipline
• Minimum 10 years in IT operations, with at least 5 years in a supervisory role
• Relevant IT certifications (e.g., ITIL, CompTIA) are a plus
• Strong knowledge of monitoring tools, batch processing systems, patch management, and network monitoring

Responsibilities

• Lead and mentor teams including 1st Level Tech Support, IT Service Desk, Incident Management, Network Operations, System Monitoring, and Batch Operations.
• Oversee incident and service management to ensure quick resolution and minimal downtime.
• Supervise system and network monitoring to proactively identify issues.
• Manage batch operations, job scheduling, execution, and troubleshooting.
• Identify process improvements to enhance command centre effectiveness.
• Communicate with stakeholders to align objectives and resolve conflicts.
• Contribute to strategic IT planning that aligns with business goals.

Skills

IT operations leadership

Incident management

Service desk

Batch operations

Network operations

Monitoring tools

Stakeholder comms

Strategic planning

People management

Analytical thinking

Education

Bachelor’s degree in Information Technology

Tools

Monitoring tools

Batch processing

Patch management

Network monitoring

Job description

Work Schedule: Fixed Day Shift (8am to 5pm) w/ possible shift rotation

Work Set-up: 100% onsite w/ possible On-Call arrangement

Role Objective

• Ensures IT service availability and minimises the AIA’s business impact of IT service outages through the effective management.
• Contributes to the improvement of user satisfaction with IT services by ensuring that the arrangements remain aligned with business needs and priorities and fit for purpose.
• Acts as the primary point of contact for senior management regarding overall IT operations, incident status, and service delivery.

Roles and Responsibilities

Leadership and Management

• 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

Incident and Service Management

• Work and Incident Management team to ensure timely resolution of issues and minimizing downtime.

Monitoring and Operations

• 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.

Process Improvement

• Identify areas for improvement within the command centre operations and implement initiatives to enhance effectiveness.

Stakeholder Communications

• Communicate effectively with various stakeholders to resolve conflicts and ensure alignment on objectives.

Strategic Planning

• Contribute to the development of strategic initiatives that align with the organization’s IT goals and objectives
• Advocate for technologies and solutions that can improve service delivery and operation efficiency.
• Minimum of 10 years of experience in IT operations, with at least 5 year in a supervisory or management role.
• An equivalent combination of qualifications and relevant experience.

Education

• Bachelor’s degree holder of unviersity on Information Technology or related discipline
• Relevant IT certifications (e.g., ITIL, CompTIA) are a plus

Technical Skills

• 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.

Be part of AIA Philippines's Technology Hub, the AIA Digital+ Philippines.

We are a brand that captures AIA’s Group-led Technology, Digital and Analytics hubs dedicated to powering AIA to be more efficient, connected and innovative as it fulfils its Purpose to help millions of people across Asia-Pacific live Healthier, Longer, Better Lives.

Launched in Mainland China, Malaysia and the Philippines, AIA Digital+ is bringing together top Technology, Digital and Analytics talent to accelerate AIA’s transformation and secure our position as the technology leader in the insurance industry.

At AIA and AIA Digital+, we strive to attract, develop and retain a workforce that is as diverse as the customers we serve and to cultivate an inclusive work environment that accepts the strength of heritage and individuals.

HMO with free 4 dependents (upon hire for Principal and upon regularization for the eligible dependents)

15 days VL and 15 days SL (Pro-rated for mid-year hire)

Protection benefits, and a lot more w/c will be discussed during the job offer stage