Manager, End User Experience

4 months ago

Kuala Lumpur, Malaysia AIA Full time

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
- As a Mac Support Subject Matter Expert, you will be a key part of the team, tasked with improving the end user experience for Apple devices within the business.
- The primary objective of this role is to ensure that the users are working as effectively and as efficiently as possible, by continually improving their service offering and bringing thought leadership on how they can innovate to make their Mac support a best in class service.
- As the successful Mac Support Senior Engineer, you will join a team of expert engineers and execute against a global strategy to deliver a flexible and dynamic workplace experience, enabling their users to access services from any device, anywhere.
- Act as the Subject Matter Expert on MacOS, iOS, and Apple technologies, maintain and evolve Mac management (JAMF Cloud) and review and recommend solutions to meet business requirements.
- This position is a stakeholder-facing role and requires that you establish and manage expectations within the business and drive the IT teams to achieve those expectations to a high standard

Roles and Responsibilities:

- Provides expertise in the specification of AIA’s business requirements, performance levels and the scoping of Mac/JAMF relates initiatives, changes and service requests, ensuring traceability back to desire business outcomes.
- Utilize enterprise tools, such as Jamf, to automate patch deployment and software deployment.
- Play a key role in defining hardware standards, engineering and securing the standard desktop platform, implementation of policies and procedures to ensure consistency with customer goals, industry best practices, and regulatory requirements.
- Exposure to hybrid Mac/PC environments, with experience supporting MacBook Air, MacBook Pro, iMac, Mac Pro, iPhone, and iPad.
- Create and maintain base images for desktop and laptop computers including the automated portion of the overall imaging process.
- Assists in proactively developing patch and vulnerability management procedures and processes within the operations team and in conjunction with business and IT partners.
- Someone with expert knowledge of macOS, iOS & Windows 10 management and deployment as well as expert knowledge of scripting (AppleScript, Shell, Bash, PowerShell etc) for automation
- Create and maintain detailed documentation, processes and procedures.
- Actively participate in operational ITIL processes i.e. Incident, Change Management (CAB), Release Management, Problem Management, and Availability Management

Minimum Job Requirements:

- Must have a minimum of 7 to 9 years’ experience with Apple Mac hardware and administering/supporting Mac OS X in a medium to large enterprise.
- Expert knowledge in Jamf Pro - including system design, implementation and management.
- Expert knowledge of macOS, iOS & Windows 10 management and deployment.
- Expert knowledge of scripting (AppleScript, Shell, Bash, PowerShell etc) for automation.
- Demonstrable experience in software packaging and deployment.
- Knowledge of MDM technologies, preferably supporting Jamf running alongside Intune.
- Knowledgeable in supporting Microsoft Office 365 and Azure Conditional Access.
- Strong problem-solving experience to effectively troubleshoot/diagnose complex issues.
- Applicable certifications to demonstrate technical competencies, for example, Apple Certified Support Professional (ACSP), Apple Certified Mac Technician (ACMT).
- High proficiency with centralized Mac OS X security, encryption, and policy management as well as Active Directory integration
- Excellent communications and interpersonal and presentation skills.
- Experience of working within a fast paced BAU environment.
- Bachelor’s Degree in Computer Science, Information Systems, or other related business, scientific, or technical discipline
- Build a career with us as we help our customers and the community live healthier, longer, better lives._

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