Senior Manager – Command Centre Operation

AIA Digital+; Philippines; On-site; PHP 1,200,000 - 2,400,000; Full time

Benefits offered by this job

HMO coverage for dependents (up to 4)

15 days vacation leave

15 days sick leave

Protection benefits

Job summary

AIA Philippines's Technology Hub, the AIA Digital+ Philippines, seeks an experienced IT Operations Leader to ensure service availability and minimize outages. You will lead Incident Management, Service Desk, Batch Operations, and monitoring, aligning IT services with business priorities.

You will mentor teams, drive process improvements, and communicate with stakeholders to advance strategic IT goals while managing costs and compliance across IT operations.

Qualifications

• 10+ years of experience in IT operations with leadership roles.
• 5+ years in supervisory/management capacity.
• Bachelor’s degree in Information Technology or related field.
• ITIL or CompTIA certifications are a plus.

Responsibilities

• Lead and mentor IT teams across service desk, incident management, and operations.
• Serve as primary liaison for senior management on IT operations and service delivery.
• Oversee incident management to minimise downtime.
• Oversee system and network monitoring and batch operations.
• Identify and implement process improvements in command centre operations.
• Communicate with stakeholders to align objectives.
• Contribute to strategic IT goals and advocate for efficiency-enhancing technologies.
• Deliver objectives within budget and monitor compliance and audit ratings.

Skills

IT Operations

Monitoring tools

Batch processing

Patch management

Network monitoring

Analytical skills

Communication skills

Education

Bachelor's degree in Information Technology

ITIL/CompTIA certifications

Tools

Application monitoring tools

Batch processing systems

Patch management tools

Network monitoring tools

Job description

This position 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.

Financial and Non-Financial Measures:

• Delivery of functional objectives within budget targets
• Attainments of objectives and effectiveness of results.
• Compliance and Audit Ratings.

Communication 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.

Education

• Bachelor’s degree holder of university 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.

Benefits

• 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