Kerja Sepenuh Masa, Senior Manager, Command Centre Operation di AIA Digital+ Federal Territory - Maukerja

Position 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 Job Requirements:

Relevant Experience:

• Minimum of 10 years of experience in IT operations, with at least 5 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.