Job Description

At AIA we\'ve started an exciting movement to create a healthier, more sustainable future for everyone. If you believe in developing a better tomorrow, read on. About the Role As a member of the Transformation Office, you will lead company-wide projects/initiatives to drive positive changes, address business challenges and achieve company goals/objectives. In this role he/she will support the Incident, Problem and Change Lead (IPC Lead) to manage the governance of the incident, problem and change management process for AIA Singapore. His/Her primary roles include : Manage and follow up on scorecards, surveys, methods and tools to monitor KPI, OLA and SLA compliance Ensure service levels are defined and met around Availability, Performance and Resiliency Follow up on long term resolution of Sev 1 and3 incidents, recurring incidents/problems or major events Help identify and define opportunities for process improvement and adhere to the principals of Continual Service Improvement Pre and Post deployment reviews of technical changes Communicate with application owners, change manager and change coordinators and update them of the latest process Ensure the overall quality of change documents for all changes Management of strict deadlines for Change Policy Conduct routine catchup on the change management process with Change Coordinator and Change managers Review and update the change management processes periodically to align with organizations IT security standards Requirement A minimum of 3 to 5 years working experience in ITSM (IT Service Management) and/or IT Service Delivery and Change Management Ability to communicate clearly on ITSM/Service Delivery/Change Management concepts and processes to stakeholders Have an understanding of IT service portfolio Experience in ITSM tool SNOW and Agile project management tool JIRA will be preferred ITSM/ITILcertification

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