Job Description

At AIA we\xe2\x80\x99ve started an exciting movement to create a healthier, more sustainable future for everyone.

As pioneering innovators for over 100 years, we\xe2\x80\x99re 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 Manager, Incident & Problem Management is responsible for the end-to-end management of all high impacting incidents across AIA Group office and local business units and the management of all problem records, created either proactively or re-actively. Will act as a key escalation point and assess any reported incidents whilst reviewing the impact and urgency of the situation, always ready to collate the crisis information and pull together and escalate to relevant teams who will support with resolving the issue

Responsibilities include, but are not limited to, the following: \xc2\xb7 managin and coordinating the response to all critical, major, and high severity incidents \xc2\xb7 Point of Contact for internal stakeholders for all high severity Incidents \xc2\xb7 Responsible for chairing and driving major incident management bridges \xc2\xb7 Co-ordinate rapid and effective response to Major Incidents including escalation, follow through, dissemination of workarounds, or resolution advice and closure. \xc2\xb7 Responsible for timely, clear, accurate and punctual communications to internal stakeholders \xc2\xb7 In conjunction with key vendors, identify and drive continuous service improvement opportunities to enhance Incident Management practices \xc2\xb7 Responsible for effective internal and/or vendor escalation \xc2\xb7 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 \xc2\xb7 Ensure that post incident reviews are completed, and details are smoothly handed to problem management as per established process \xc2\xb7 Responsible for ensuring problems are managed throughout their lifecycle per the Problem Management process \xc2\xb7 Host and/or join problem review meetings with key participants and accountable parties to ensure the correct focus is driven to identify root cause and deliver eradication actions with the correct ownership.

\xc2\xb7 Reviewing historical problems and root cause analysis to identify trends and opportunities for improvements across technology \xc2\xb7 Carry out monthly trending on ticket volumes to identify improvements and feed into Problem management \xc2\xb7 Produce daily and weekly and monthly incident reporting summaries \xc2\xb7 Quality assurance of high severity incident tickets within Service Now across all Major Incidents \xc2\xb7 Ability to work across 24/7 coverage via Out of Hours/On Call Rota as required \xc2\xb7 Work with the closely with Group CISO to ensure security and regulatory compliance for all deployed services and solutions to ensure AIA is fully protected and technology is properly controlled. \xc2\xb7 Execute and manage the process end to end. Liaising with all stakeholders internal and external group wide

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.

AIA