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

The primary objective of this role is to ensure governance and compliance with Service Level Management standards. This entails effective follow-up and engagement with AIA system owners, as well as reporting outcomes and risks of non-compliance to the appropriate stakeholders to facilitate timely action and remediation. The role emphasizes the importance of service level management in securing consistent and reliable performance, ensuring system stability, and driving continuous improvement across all AIA Group and Local Business Units

Roles and Responsibilities:

Service Level Management & Governance

• Ensure compliance with approved standards across all system owners.

• Conduct effective follow-up and engagement with AIA system owners.

• Report and present in IT leadership forums the outcomes and risks of non-compliance

• Facilitate timely action and remediation for non-compliance issues with collaboration with Group Operation Risk

• Drive continuous improvement initiatives across AIA Group and Local Business Units.

• Collaborate with top leadership to ensure alignment with business objectives.

• Monitor and analyze system performance to identify areas for improvement.

• Develop and implement strategies to enhance business uptime and service reliability.

Incident & Problem Management

• Lead and manage the Incident Management process to ensure timely resolution of incidents and minimize impact on business operations.

• Coordinate and manage rapid and effective responses to Critical, Major, and High Severity Incidents, including escalation, follow-through, dissemination of workarounds, or resolution advice and closure.

• Serve as the Point of Contact for internal stakeholders for all high severity Incidents, ensuring timely, clear, accurate, and punctual communications.

• Lead and/or contribute to effective Post Incident Reviews, engage teams for PIR activities, produce Post Incident Reports, and provide input to the Change and Problem Management Processes as required.

• Establish and maintain incident response procedures, including escalation paths and communication channels.

• Drive the Problem Management process to identify root causes of recurring incidents and proactively prevent their occurrence.

• Host and/or join problem review meetings, collaborate with technical teams and key stakeholders to investigate root causes and contributing factors, and ensure the implementation of identified corrective actions, preventive actions, and permanent solutions.

• Analyze incident trends by reviewing historical problems and root cause analysis to identify trends and opportunities for improvements across technology and implement measures to prevent incident recurrence.

• Identify and drive continuous service improvement opportunities in conjunction with key vendors to enhance Incident and Problem Management practices.

• Develop and maintain a known error database to facilitate faster resolution of future incidents.

• Ability to work across 24/7 coverage via Out of Hours/On Call Rota as required

Change Management

• Lead and manage the Change Management process to ensure all changes are properly assessed, authorized, and implemented with minimal disruption to services.

• Establish, maintain, and enforce change control procedures, including impact assessment and risk analysis.

• Manage Change Management workflow adherence to ensure a consistent approach to the logging, assessment, and review of IT changes.

• Ensure onboarding or transition of new services are aligned to established processes and procedures.

• Coordinate with stakeholders to schedule and prioritize changes according to business needs.

• Chair the Change Advisory Board (CAB) and produce Agendas, Minutes, and reports accordingly.

• Ensure Change processes and procedures are aligned to company strategy and priorities, reviewing and revising as required to meet evolving business needs.

• Work with relevant stakeholders and manage expectations of key support stakeholders (including internal and external delivery teams), drive change, and negotiate successful outcomes within complex changes.

• Drive effective change process governance across AIA, ensuring continued delivery and stability of the organization’s IT services.

• Ensure Change Management documentation, standards, and processes are created, maintained, and adhered to by relevant parties and provide advice/guidance as required.

Minimum Job Requirements:

Experience:

• Bachelor's degree in Information Technology, Computer Science, or a related field.

• 12+ years relevant experience in understanding large enterprise technology

• Proven experience in compliance management.

• Strong understanding of IT standards and best practices.

• Knowledgeable in area of

  • Contract management (SoW, SLA, OLA, UC,)

  • Performance management (Availability and Capacity Management)

• Excellent communication and interpersonal skills.

• Ability to engage and collaborate with top leadership (C levels) and stakeholders.

• Strong analytical and problem-solving abilities.

• Experience in driving continuous improvement initiatives.

• Knowledgeable in performing audits and IT assessments is a plus.

Special skills:

• Ability to demonstrate independent leadership, judgment, and decision making.

• Ability to adjust to multiple and changing priorities, remaining flexible, open, and collaborative.

• Ability to create and maintain cooperative working relationships with internal and external stakeholders at all levels.

• Excellent analytical and communication skills to understand business context; and enquire, counsel, and present solutions in an understandable and simple manner.

• Be a self-starter and possess the confidence and skills to operate with and enjoy a high degree of autonomy.

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.