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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
This position of Senior, Service Management is to assist with the leadership of an enhanced Service Management organization for Amplify Health Asia Co. based in AIA Digital+ Malaysia.The successful applicant will be responsible for day-to-day Service Management activities, managing staff in offshore locations, as well as working with senior management to grow the Service Management function.
This position of Senior, Service Management is to assist with the set up and leadership of an enhanced Service Management organization for Amplify Health Asia Co. based in AIA Digital+ Malaysia.
The successful applicant will be responsible for day to day Service Management activities, managing staff in offshore locations, as well as working with senior management to grow the Service Management function. The team will be responsible for delivering the following:
Incident, Problem and Change Management
Manage and implement the Incident Management and Change Management processes. Ensure effective management for incidents and restoration of IT services as quickly as possible. Ensure standardized methods and procedures are used for efficient and prompt handling of all changes to the IT infrastructure. Ensure the best possible levels of service support to maintain quality.
Service Level Management/Reporting
Provide consolidated analysis of vendor Incident, Change and SLA performance in dashboard format to Amplify and BU/Client stakeholders. Work with vendors to identify areas of improvement and report these to Operational Team
Major Incident Management
Own and drive to resolution all Major Incidents across Application, Digital and Infrastructure. Manage and Implement Major Incident Management process and participate in 24x7 on-call arrangements when required
Asset and Configuration Management
Work with Amplify and vendor Asset Managers/Service owners to manage and implement comprehensive asset and configuration management processes across Amplify assets. Produce and distribute associated reporting (CI health, Asset evergreen etc)
ITSM Platform
Work with Amplify Leadership to leverage AIA SNOW and assist with the implementation of JIRA Service Management.
IT Procurement
Own the Coordination of the IT procurement function for Amplify Health, working closely with AIA Sourcing and Amplify Health Finance functions on all aspects of the Procurement lifecycle.
Incident, Problem and Change Management
- Review incident ticket, Root Cause Analysis report, Change plan quality and completion status
Incident Management:
- Review Incident ticket to ensure all are being properly closely according to process.
- Drive Amplify Health, AIA Group, BUs, and outsourced vendors, to take prompt actions to restore services to meet the SLA and implement corrective and preventive measures for known errors.
- Assign ownership of incidents, monitor and track the incident status, provide timely communication to users and management. Be the owner of unassigned incidents.
- Lead and manage the investigation and diagnosis of incidents until closure. Assure the resolution and recovery of services as quickly as possible.
- Follow up with business and IT management to ensure customer’s satisfaction to the incident resolution and the proper closure of incidents.
- Coordinate with internal and external service recovery teams to ensure resources and management support are available to resolve incidents as quickly as possible.
Problem Management
- Manage the problem management process to determine and eliminate the root causes of problems in order to minimize the impact to business.
- Review problem trend and drive for continuous improvement
Change Management:
- Coordinate with technical architects/supports, AIA operation staff, AIA Business Units and outsourced service providers to manage the scheduling and performance of change and maintenance jobs.
- Acts as the change manager to monitor and drive the change process for each change request including proper communication and timely closure of records.
- Be the key member in the Change Approval Board and conduct the CAB meeting to evaluate and approval change requests.
- Lead and drive the implementation project and launching of the new system to automate change management and incident management processes.
- Assist and back up the Disaster Recovery Manager to manage the disaster recovery management process and related tasks.
- Follow-up with business and IT management to assure customer’s satisfaction to the performance and completion of changes and maintenance jobs.
Service Level Management:
- Work closely with vendors to compare monthly performance reports with ticket information and share with Vendor Contract and Operational Teams
- Deliver all agreed reports on time and with agreed quality
Major Incident Management:
- Responsible for driving, managing and coordinating the response to all critical, major and high priority incidents
- Co-ordinate rapid and effective response to Major Incidents including escalation, follow through, dissemination of workarounds, or resolution advice and closure.
- Responsible for timely clear, accurate and punctual communications to internal stakeholders (EMAIL and SMS)
- Carry 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 escalation
- Lead and/or Contribute 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
- Point of Contact for internal stakeholders for all S1 Incidents
- Produce daily and weekly and monthly incident reporting summaries
- Quality assurance of High Priority Incident tickets within Service Now across all Major Incidents
- Ensure that post incident reviews are completed and details are smoothly handed to problem management as per established process
- Ability to work across 24/7 coverage via Out of Hours/On Call Rota as required
Asset and Configuration management:
- Develop and promote the value of Asset & Configuration management policies, processes and procedures within the organisation to ensure compliance and reduce risk
- Implement effective processes and controls for maintaining the configuration management system, thereby maintaining the integrity and security of the configuration management system
- Undertake regular audits of the configuration management system and configuration item data and develop and implement processes to remediate non-compliance and ensure the database reflects the production environment
General:
- Assist management to manage external vendors and service vendors in supporting AIA
- Implement and manage other IT service support processes as assigned
- Evaluate, implement and operate IT service support tools to support SSHK and other AIA BU’s
- Utilising a duty roster to manage MIM, incident management process and change management process to minimize the adverse impact on business operations caused by each incident and each change request.
- Manage Service support and Infrastructure Operations projects as assigned
- Assume additional responsibilities as assigned
Incident, Problem and Change Manager
- Attainment of job objectives in the latest Performance Scorecard, such as
- Maintain stable operations ensuring committed service levels are met. Target: 99.75% system availability.
- Implement the change within the agreed schedule. Target: 99.5 % of changes are complete as scheduled
Service Level Manager
- Develop and provide agreed SLM reporting on regular basis
Asset and Configuration Manager
- Provide regular scheduled reports on asset inventory accuracy.
- Maintain CMDB accuracy in excess of 97%
Build a career with us as we help our customers and the community live healthier, longer, better lives.
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