Senior Manager, Command Center Operations

AIA Shared Services; Philippines; Hybrid; PHP 1,500,000 - 2,800,000; Full time

Job summary

AIA Shared Services is seeking an senior IT Operations leader to ensure service availability and minimize outages across enterprise systems. You will mentor teams handling IT service desk, incident management, batch operations, and network monitoring.

You will coordinate with senior stakeholders, drive improvements, and lead proactive monitoring initiatives to optimise performance and reliability across the organization.

Qualifications

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

Responsibilities

• Lead and mentor diverse teams across IT service desk, incident management, network operations, and batch operations.
• Ensure IT service availability and minimize business impact of outages.
• Communicate with stakeholders and align IT operations with business priorities.
• Drive process improvements in command centre operations and incident management.
• Oversee monitoring, batch scheduling, and problem resolution to reduce downtime.

Skills

IT Operations

Leadership

Communication

Analytical thinking

Decision making

Education

Bachelor's degree in Information Technology or related field

Tools

Monitoring tools

Batch processing systems

Patch management

Network monitoring

Job description

# ***Are you ready to shape a better tomorrow?***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.*Build a career with us as we help our customers and the community live healthier, longer, better lives.**You must provide all requested information, including Personal Data, to be considered for this career opportunity. Failure to provide such information may influence the processing and outcome of your application. You are responsible for ensuring that the information you submit is accurate and up-to-date.*