Senior Manager, Service Management

6 days ago

Kuala Lumpur, Kuala Lumpur, Malaysia AIA Digital+ Full time
Responsibilities:
  • Review incident ticket, Root Cause Analysis report, Change plan quality and completion status
  • 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.
  • 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.
  • 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.
  • 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 organisation 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.
  • Utilising 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.
Qualifications:
  • 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 experience within a regional or multinational scope will be an advantage.
Education:
  • University Degree major in Information Technology or equivalent.
  • 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-task, 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.
Seniority Level:

Mid-Senior level

Employment Type:

Full-time

Job Function:

Information Technology

Industries:

IT Services and IT Consulting

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