At AIA we’ve started an exciting movement to create a healthier, more sustainable future for everyone.

As pioneering innovators for over 100 years, we’re now transforming our organisation to be faster, simpler and more connected. Because we want to be even better equipped to develop digital solutions and experiences that help more people live Healthier, Longer, Better Lives.

To get there, we need people with tech/digital/analytics expertise and passion to help develop positive, sustainable change through digitally enhanced experiences that will impact the lives of millions of people and create a healthier future for everyone.

If you believe in developing a better tomorrow, read on. 

About the Role

The Technology Operations Associate Director role is responsible for the Infrastructure and Application Run services underpinning AIA-PH's Cloud, On-premises Infra, Network, and App Operations and Process Control (ITIL Process), Incident Problem Change (IPC) Management, Network Monitoring, Disaster Recovery (DR), as well as the End User Services for internal and agency users.

Responsibilities:

Improve the overall Service Delivery performance of the infrastructure and application run services

Follow ITSM/ITIL methodology to manage infrastructure and application run operations

Ensure effective management for incidents and restoration of IT services

Ensure standardized methods and procedures for efficient handling of changes to IT infrastructure and application run/production support

Provide consolidated analysis of vendor incident, change, and SLA performance

Own and drive the resolution of major incidents across the business unit

Ensure proper system recovery solutions are in place

Maintain good quality service on end-user services

Proactively drive improvement of customer satisfaction with IT services

Manage a team of employees and consultants to ensure smooth operations and maximum availability



At AIA, we are an equal opportunity employer, committed to diversity and inclusion in the workplace. We value and embrace individuals from all backgrounds and experiences. We also provide reasonable accommodations and adjustments for individuals with disabilities.

If you are ambitious, driven, and passionate about making a positive impact, we want to hear from you. Apply now and be a part of our mission to help more people live Healthier, Longer, Better Lives.

The Technology Operations Associate Director role is responsible for the Infrastructure and Application Run services underpinning AIA-PH's Cloud, On-premises Infra, Network, and App Operations and Process Control (ITIL Process), Incident Problem Change (IPC) Management, Network Monitoring, Disaster Recovery (DR), as well as the End User Services for internal and agency users.

Responsibilities:

• Infra (Cloud, On-prem & Network) and App Run Support Services
  Leads the Infra and Application Production Support / Run Services team on team leadership and direction.
• Applies ITIL process in the Infra and App Production/Run Operations
• Ensures that the Service Management function for AIAPH is properly resourced with a sufficient number of skilled staff to carry out the functional activities appropriately and effectively.
• Owns and is accountable for AIAPH's IT Infrastructure and Apps Run services catalogue and the processes required to maintain and automate the operation of this catalogue.
• Controls the Infra & App Run services expenses and ensures that Infra and App costs are being controlled in a professional manner and not exceeding the approved budget
• Monitors environment for capacity, risk, and workload, and flag to appropriate parties as well as take necessary remediation steps where and when applicable.
• Works closely with Shared Services team and App Dev teams to ensure the delivery of secure and stable services to end-users
• Supports the management to prepare budgets and reports
• Stays informed and in tune with the latest methodologies, standard processes, trends in relevant sector.
• Incident Problem Change Management
• Responsible for driving, leading and coordinating the response to all critical, major and high severity incidents
• Drives AIAPH partners, and outsourced vendors, to take prompt actions to restore services by following SLA and implement corrective and preventive measures for known errors.
• Assigns ownership of incidents, monitors, and supervises the incident status, provide timely communication to users and management. Be the owner of unassigned incidents.
• Leads and runs the investigation and diagnosis of incidents until closure. Assures the resolution and recovery of services as quickly as possible.
• Follows up with business and IT management to ensure customer's satisfaction to the incident resolution and the proper closure of incidents.
  Coordinates with internal and external service recovery teams to ensure resources and management support are available to resolve incidents as quickly as possible.
• Co-ordinates rapid and effective response to Major Incidents including critical issue, follow through, dissemination of workarounds, or resolution advice and closure. • Responsible for timely, clear, accurate and punctual communications to internal partners.
• Carries out monthly trending on ticket volumes to identify improvements and feed into Problem management • In conjunction with key vendors, identify and drive continuous service improvement opportunities to enhance Incident Management practices • Responsible for chairing and driving major incident management bridges • Responsible for effective internal and/or vendor issue • Lead and/or give to effective Post Incident Reviews - Engage teams for PIR activities, produce Post Incident Reports, as well as input to the Change and Problem Management Processes as and when required.
• Lead the problem management process to resolve and eliminate the root causes of problems in order to minimize the impact to business.
• Review problem trend and aim for continuous improvement.
• Be the key member in the Change Approval Board for Run Services
• Follow-up with business and IT management to assure customer's satisfaction to the performance and completion of changes and maintenance jobs.
• Disaster Recovery Management

Requirements:

• Extensive background in Infrastructure and Application Run services
• Proficiency in ITSM/ITIL methodology
• Excellent problem-solving and leadership skills
• Solid skills in incident management and resolution
• Familiarity with disaster recovery and end-user services management
• Effective collaboration and communication abilities

At AIA, we are an equal opportunity employer committed to diversity and inclusion in the workplace. We value and embrace individuals from all backgrounds and experiences. We also provide reasonable accommodations and adjustments for individuals with disabilities.

Join us now and be a part of our mission to help more people live Healthier, Longer, Better Lives.

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.