Technology Operations Lead

6 days ago


Kuala Lumpur, Kuala Lumpur, Malaysia AIA Digital+ Full time
IT Service Management Director

AIA Digital+ is a pioneering technology innovation hub dedicated to empowering AIA to achieve its purpose of enhancing millions of people's lives across Asia-Pacific.

This role is instrumental in shaping the future of AIA Digital+ by fostering a culture of continuous improvement and accountability. Our mission-critical work impacts millions daily, and we will equip you with essential skills, tools, and technology to succeed in a dynamic environment.

The primary goal of this Senior Manager – IT Service Management position is to oversee the smooth and continuous operation of Incident, Problem, and Change Management processes across AIA. By efficiently managing these critical functions, the incumbent maintains high service availability, minimizes operational disruptions, and drives continuous improvement in service delivery and management.

Key responsibilities include managing the change control process, reviewing IT operations performance, tracking and reviewing IT service delivery and operations, conducting service reviews, and proactively identifying and driving opportunities to reduce run costs.

Key Responsibilities:

  • Implement or leverage tools and technologies to automate and streamline service management activities.
  • Monitor key performance indicators (KPIs) and metrics to measure process performance and identify areas for improvement.
  • Enhance collaboration between technical teams and key stakeholders to investigate root causes and contributing factors.

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