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 This position is to set up and lead an enhanced Service Management organization for Amplify Health Asia Co. based in AIA Digital+ Malaysia. Incident, Problem and Change Management Manage and implement the Incident Management and Change Management processes. Ensure effective management for incidents and restoration of IT services as quickly as possible. Ensure standardized methods and procedures are used for efficient and prompt handling of all changes to the IT infrastructure. Ensure the best possible levels of service support to maintain quality. Service Level Management/Reporting Provide consolidated analysis of vendor Incident, Change and SLA performance in dashboard format to Amplify and BU/Client stakeholders. Work with vendors to identify areas of improvement and report these to Operational Team Major Incident Management Own and drive to resolution all Major Incidents across Application, Digital and Infrastructure. Manage and Implement Major Incident Management process and participate in 24x7 on-call arrangements when required. Asset and Configuration Management Work with Amplify and vendor Asset Managers/Service owners to manage and implement comprehensive asset and configuration management processes across Amplify assets. Produce and distribute associated reporting (CI health, Asset evergreen etc) ITSM Platform Work with Amplify Leadership to leverage AIA SNOW or implement equivalent ITSM system interfacing with AIA\'s tooling and Amplify CMDB. Implement, own and develop the chosen solution. IT Procurement Own the Coordination of the IT procurement function for Amplify Health, working closely with AIA Sourcing and Amplify Health Finance functions on all aspects of the Procurement lifecycle. Roles and Responsibilities: Incident, Problem and Change Management Review incident ticket, Root Cause Analysis report, Change plan quality and completion status. Incident Management: Review Incident ticket to ensure all are being properly closely according to process. Drive Amplify Health, AIA Group, BUs, and outsourced vendors, to take prompt actions to restore services to meet the SLA and implement corrective and preventive measures for known errors. Assign ownership of incidents, monitor and track the incident status, provide timely communication to users and management. Be the owner of unassigned incidents. Lead and manage the investigation and diagnosis of incidents until closure. Assure the resolution and recovery of services as quickly as possible. Follow up with business and IT management to ensure customer\'s satisfaction to the incident resolution and the proper closure of incidents. Coordinate with internal and external service recovery teams to ensure resources and management support are available to resolve incidents as quickly as possible. Problem Management Manage the problem management process to determine and eliminate the root causes of problems in order to minimize the impact to business. Review problem trend and drive for continuous improvement Change Management Coordinate with technical architects/supports, AIA operation staff, AIA Business Units and outsourced service providers to manage the scheduling and performance of change and maintenance jobs. Acts as the change manager to monitor and drive the change process for each change request including proper communication and timely closure of records. Be the key member in the Change Approval Board and conduct the CAB meeting to evaluate and approval change requests. Lead and drive the implementation project and launching of the new system to automate change management and incident management processes. Assist and back up the Disaster Recovery Manager to manage the disaster recovery management process and related tasks. Follow-up with business and IT management to assure customer\'s satisfaction to the performance and completion of changes and maintenance jobs. Service Level Management Work closely with vendors to compare monthly performance reports with ticket information and share with Vendor Contract and Operational Teams Deliver all agreed reports on time and with agreed quality. Major Incident Management Responsible for driving, managing and coordinating the response to all critical, major and high priority incidents. 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 (EMAIL and SMS) Carry out monthly trending on ticket volumes to identify improvements and feed into Problem management. In conjunction with key vendors, identify and drive continuous service improvement opportunities to enhance Incident Management practices. Responsible for chairing and driving major incident management bridges. 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. Point of Contact for internal stakeholders for all S1 Incidents Produce daily and weekly and monthly incident reporting summaries. Quality assurance of High Priority Incident tickets within Service Now across all Major Incidents Ensure that post incident reviews are completed, and details are smoothly handed to problem management as per established process. Ability to work across 24/7 coverage via Out of Hours/On Call Rota as required. Asset and Configuration management: Develop and promote the value of Asset & Configuration management policies, processes and procedures within the organization to ensure compliance and reduce risk. Implement effective processes and controls for maintaining the configuration management system, thereby maintaining the integrity and security of the configuration management system. Undertake regular audits of the configuration management system and configuration item data and develop and implement processes to remediate non-compliance and ensure the database reflects the production environment. General: Assist management to manage external vendors and service vendors in supporting AIA Implement and manage other IT service support processes as assigned. Evaluate, implement and operate IT service support tools to support SSHK and other AIA BU\'s Utilizing a duty roster to manage MIM, incident management process and change management process to minimize the adverse impact on business operations caused by each incident and each change request. Manage Service support and Infrastructure Operations projects as assigned. Assume additional responsibilities as assigned. Minimum Job Requirements: Relevant Experience 10+ years of experience in Service Management in large enterprise environment with regional exposure. Strong service management knowledge. Experience in working across infrastructure technologies and leading a Service Management team. ITIL Certification Strong experience in client/stakeholder management Experience in Major Incident Management, Change Management, Problem Management Good personal skills and presentation skills Life insurance / Health & Wellness experience within a regional or multinational scope will be an advantage. Education University Degree major in Information Technology or equivalent Incumbent Characteristics Good presentation and communication skills - good command of English Strong communication, coordination, problem solving, report writing and inter-personal skills. Strong self-initiative and ability to multi-tasking, prioritize, work independently under pressure with attention to details. Demonstrated good hands-on experiences of vendor performance management techniques and tool sets. Ability to work with all levels of personnel from end users, vendors to executive management. Reporting Structure and Supervisory / Managerial Responsibilities: Initially individual contributor but with potential to line and functionally manage a team in near future.

foundit