Job Description

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 Major Incident and Problem Manager 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. The successful applicant 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.

• Responsible for 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

Experience:

• 10+ years relevant experience in managing large enterprise technology IPC, with at least 3 years in a senior leadership role.
• Demonstrable track of IPC implementation and transformation and enterprise scale.
• Demonstrable experience in working at EXCO / C-Level to drive technology initiatives and provide guidance / expertise / advice.
• Excellent understanding and proven experience in ITSM implementation in a multi-site environment.
• Proven experience plus qualification in ITIL.
• Practical experience of Leading and transforming a complex mixed in / outsourced technology teams within a large enterprise environment.
• Experience of leading and process transformation in a decentralised organisation, preferably within a Group / Regional Office where delivery is through influence rather than direct control.
• Sound understanding of IT operating model design and best practices.
• Certification, ITIL, COBIT, Sigma and Prince or other.

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.

#LI-SS1

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