Job Description

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 Summary 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: Driving, managing, and coordinating the response to all critical, major, and high severity incidents Point of Contact for internal stakeholders for all high severity Incidents Responsible for chairing and driving major incident management bridges. 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 In conjunction with key vendors, identify and drive continuous service improvement opportunities to enhance Incident Management practices. 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. Ensure that post incident reviews are completed, and details are smoothly handed to problem management as per established process. Responsible for ensuring problems are managed throughout their lifecycle per the Problem Management process. 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. Reviewing historical problems and root cause analysis to identify trends and opportunities for improvements across technology. Responsible for continuous improvement of the overall Incident and Problem Management process and communication Setting and monitoring appropriate KPIs to support incident and problem management. Carry out monthly trending on ticket volumes to identify improvements and feed into Problem management. Produce daily and weekly and monthly incident reporting summaries. Quality assurance of high severity incident tickets within Service Now across all Major Incidents Ability to work across 24/7 coverage via Out of Hours/On Call Rota as required. 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. Building the process, execution and managing the process end to end. Liaising with all stakeholders internal and external group wide #LI-SS1

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