Senior Manager, Command Center Operations

Hammerjack Pty Ltd; Philippines; On-site; PHP 1,800,000 - 2,800,000; Full time

Job summary

AIA Digital+ in the Philippines seeks an experienced IT Operations Manager who will lead 1st Level Technical Support, IT Service Desk, Incident Management, Network Operations, and Batch Operations to ensure service availability and minimize business impact.

You will partner with senior stakeholders, drive monitoring, patch management, and proactive problem solving, and shape strategic initiatives to improve efficiency and align IT with business goals.

Qualifications

• Bachelor's degree in Information Technology or related discipline
• ITIL and/or CompTIA certifications are a plus
• Strong knowledge of monitoring tools, batch processing systems, patch management, and network monitoring tools

Responsibilities

• Lead and mentor diverse teams across IT Operations, Service Desk, Incident Management, Network Operations, System Monitoring, and Batch Operations.
• Overlap with stakeholders to ensure timely incident resolutions and minimal downtime.
• Monitor systems and networks to proactively identify and resolve issues; manage batch job scheduling, execution, and troubleshooting.
• Identify areas for improvements within command centre operations and implement initiatives to boost effectiveness.
• Communicate with stakeholders to resolve conflicts and align IT objectives.
• Contribute to strategic planning to align IT goals with business priorities and advocate for enabling technologies.

Skills

Leadership

Incident Management

IT Operations

Monitoring

Batch Operations

Stakeholder Communication

Strategic Planning

People Management

Process Improvement

Problem Solving

Education

Bachelor's degree in Information Technology or related discipline

Tools

ITIL Certification

CompTIA Certification

Job description

AIA Digital+ is a Technology, Digital and Analytics innovation hub 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.

If you are hungry and driven to play an active role in shaping a better tomorrow, we want to hear from you. Because the work we do at AIA Digital+ makes a difference in the lives of millions of people, every day. We will equip you with the critical skills, tools and technology, and endless opportunities to learn, contribute and thrive in a dynamic and exciting environment.

If you want to shape a brighter future at AIA Digital+, please read on.

About the Role

. 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 & 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 Job Requirements

• Minimum of 10 years of experience in IT operations, with at least 5 years in a supervisory or management role or an equivalent combination of qualifications and relevant experience.
• Bachelor's degree holder of university on 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.