Service Management, Consultant

2 weeks ago

Kuala Lumpur, Kuala Lumpur, Malaysia AIA Full time
At AIA we've started an exciting movement to create a healthier, more sustainable future for everyone.

  • As pioneering innovators for over 100 years, we're 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

Responsible for ensuring incident service levels are achieved in agreement with internal business stakeholders and tech.

The overall responsibility is to manage service management (Incident, Problem and Change) daily operations and initiatives to drive system stability.

Also ensuring that business stakeholders' expectations are met and addressed.

Responsibility:

  • IT Service Management
  • Driving, managing, and coordinating the response to all critical, major, and high severity incidents (MIM) towards resolution within the stipulated SLA.
  • Manage all incidents and requirements related to the TECH Service Management process
  • Incident Management, Problem Management, as a Single Point of Contact.
  • Establish and maintain a service orientated, customer focused TECH function that supports ongoing operations that drive efficiency, quality, customer service and growth.
  • 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.
  • Responsible for continuous improvement of the overall Incident and Problem Management process and communication
  • Responsible for timely, clear, accurate and precise communications to internal stakeholders
  • Reviewing and studying the historical problems and root cause analysis to identify trends and opportunities for improvements across technology.
  • Quality assurance of high severity incident tickets within Service Now across all Major Incidents
  • Ability to work across 24/7 coverage On Call Rota as required.
  • Prepare service reporting and executive summary for stakeholders and management.
  • Maintain internal SOP (Incident, Problem and Change) and policies.
  • Cross support with Change Management and act as standin to chair CAB (Change Advisory Board) as and when required.


 Stakeholder Management
  • Manage relationship in relation to TECH services by having transparent and effective communication with senior management and business stakeholders in delivering credible and service stability.
  • Manage and prioritize business escalation in relation to TECH services
  • Job Requirements:
  • Degree in any discipline from an accredited institution. Preferably with ITIL certification V
  • Minimum 10 years of working experience in IT Service Management.
  • Ability to drive and coordinate MIM (Major Incident Management)
  • A good understanding of the insurance business and its success drivers.
  • Strong strategic thinking and analytical skills in problem management.
  • Accountable delivering of outcomes, strives to meet and exceed stakeholders' expectations.
  • Flexible and able to take on additional tasks as and when required.
  • Sound knowledge in using and customizing reports with current industry service management systems (JIRA, SNOW etc)
  • Build a career with us as we help our customers and the community live Healthier, Longer, Better Lives._

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