Shift Manager, Command Centre Operation

AIA Digital+ Philippines; Makati; On-site; PHP 900,000 - 1,500,000; Full time

Benefits offered by this job

HMO with dependents

14th-month pay

Performance bonus

Group life insurance

Career growth opportunities

Job summary

AIA Digital+ Philippines in Makati is seeking an experienced Shift Manager, Command Center Operations to lead a 24/7 on-site IT command center, overseeing application and network monitoring, batch and patch management, and proactive incident handling to minimize business impact.

The role requires strong leadership, ITIL/CompTIA background, and coordination with cross-functional teams. It offers a fixed day shift with on-call rotation and comprehensive benefits.

Qualifications

• 7 years IT operations experience with at least 3 years in a supervisory/management role.
• Bachelor’s degree in Information Technology or related discipline.
• ITIL or CompTIA certifications are a plus.
• Strong analytical and decision-making under pressure.
• Excellent communication with technical and non-technical stakeholders.

Responsibilities

• Lead and manage a team of IT professionals to foster a collaborative and efficient environment.
• Oversee continuous application monitoring for optimal performance and availability; respond to alerts and incidents.
• Manage and execute batch jobs, ensuring timely completion and issue resolution.
• Coordinate patch management processes to maintain security and reliability.
• Facilitate change management to minimize disruption and ensure proper documentation.
• Provide guidance and support for incident resolution by the team.
• Offer first-line technical support and escalate when needed.
• Monitor network performance and troubleshoot connectivity; ensure secure operations.

Skills

IT operations

Supervisory experience

Incident management

Network monitoring

Education

Bachelor’s degree in Information Technology

ITIL/CompTIA certifications

Job description

We are looking for Shift Manager, Command Center Operations to ensure IT service availability and minimizes the AIA’s business impact of IT service outages through the effective management.

This role 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.

Employment Type: Full Time

Location: Paseo De Roces, Makati City

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

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

Roles and Responsibilities:

• Team Leadership

  • Lead and manage a team of IT professionals, fostering a collaborative and efficient working environment.

• Application Monitoring

  • Oversee the continuous monitoring of applications to ensure optimal performance and availability, responding swiftly to alerts and incidents.

• Batch Management

  • Manage and execute batch jobs, ensuring timely completion and troubleshooting any issues that arise.

• Patching Management

  • Coordinate and implement patch management processes to maintain system security and reliability.

• Change Management

  • Facilitate change management processes, ensuring that changes are executed with minimal disruption to services and are documented appropriately.

• Incident Management Support

  • Providing guidance and support to the team in resolving incidents effectively.

• Level 1 Technical Support

  • Provide first-line technical support to resolve issues quickly and efficiently, escalating to higher support levels as necessary.

• Network Monitoring

  • Monitor network performance and troubleshoot connectivity issues, ensuring the integrity and security of network operations.

Minimum Job Requirements:

• Relevant Experience:

  • 7 years of experience in IT operations, with at least 3 year in a supervisory or management role. OR

  • 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.

• Working Conditions

  • Shift Work - This position requires working in shifts on-site, including nights and weekends, to ensure 24/7 operation of the IT Command Centre.

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,developandretaina 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.

JOIN US NOW! Be part of the Industry's certifiedGREAT PLACE TO WORK for and enjoy these comprehensive benefit package upon hire and upon regularization;

• 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)
• Guaranteed 14th-month pay
• Annual Targeted Incentive (Performance Bonus)
• Group Life Insurance
• Protection benefits, and a lot more w/c will be discussed during the job offer stage

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#HealthierLongerBetterLives#EqualOpportunities