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Digital Transformation Manager

2 weeks ago

Kuala Lumpur, Kuala Lumpur, Malaysia AIA Digital+ Full time
Senior IT Service Delivery Manager

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

This role is crucial in shaping the future of AIA Digital+ by working collaboratively with cross-functional teams. 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 objective of this Senior Manager – IT Service Management position is to ensure the seamless and continuous operation of Incident, Problem, and Change Management processes across AIA. By efficiently managing each critical IT service management function, the incumbent contributes to maintaining high levels of service availability, minimizing disruptions to business operations, and driving continuous improvement in service delivery and management.

Key responsibilities include leading and managing Incident Management processes, reviewing architecture and technical design to ensure alignment with Group defined standards, analyzing GMM markets' requirements for IT services, and monitoring and maintaining IT project implementation and service provisioning according to established processes.

Key Responsibilities:

  • Coordinate and manage rapid and effective response to Critical, Major, and High Severity Incidents, including escalation, follow-through, dissemination of workarounds, resolution advice, and closure.
  • Act as Point of Contact for internal stakeholders for all high severity Incidents and ensure timely, clear, accurate, and punctual communications.
  • Establish and maintain incident response procedures, including escalation paths and communication channels.
  • Drive the Problem Management process to identify root causes of recurring incidents and proactively prevent their occurrence.

About This Position:

  • Enhance collaboration between technical teams and key stakeholders to investigate root causes and contributing factors.
  • Analyze incident trends by reviewing historical problems and root cause analysis to identify trends and opportunities for improvements.
  • Develop and maintain a known error database to facilitate faster resolution of future incidents.