IT Incident and Problem Manager

4 days ago

Manila, National Capital Region, Philippines AIA Philippines Full time

The primary objective of the Manager – IT Service Management is to ensure the smooth & continuous end-to-end operation of Incident and Problem Management processes across AIA. By effectively managing each of the IT service management functions, the incumbent will contribute to maintaining high levels of service availability, minimizing disruptions to business operations, and driving continuous improvement in service delivery and management across AIA.

Responsibilities include, but are not limited to, the following:

Incident & Problem Management:
  1. Lead and manage the Incident Management process, ensuring timely resolution of incidents and minimizing impact on business operations.
  2. Coordinating & managing rapid and effective response to Critical, Major and High Severity Incidents, including escalation, follow through, dissemination of workarounds, or resolution advice and closure.
  3. Point of Contact for internal stakeholders for all high severity Incidents and ensuring timely, clear, accurate and punctual communications to internal stakeholders.
  4. 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.
  5. Establish and maintain incident response procedures, including escalation paths and communication channels.
  6. Drive the Problem Management process to identify root causes of recurring incidents and proactively prevent their occurrence.
  7. Host and/or join problem review meetings and collaborate with technical teams and key stakeholders to investigate root causes and contributing factors, ensuring the implementation of identified corrective actions, preventive actions, and permanent solutions.
  8. Analyze incident trends by reviewing historical problems and root cause analysis to identify trends and opportunities for improvements across technology as well as implement measures to prevent incident recurrence.
  9. In conjunction with key vendors, identify and drive continuous service improvement opportunities to enhance Incident and Problem Management practices.
  10. Develop and maintain a known error database to facilitate faster resolution of future incidents.
  11. Ability to work across 24/7 coverage via Out of Hours/On Call Rota as required.
Team Collaboration:
  1. Work closely with the Group & LBU IPC Teams, Technology Teams and external partners, fostering a culture of continuous improvement and accountability.
  2. Mentor and guide team members to enhance skills and capabilities.
  3. Ensure effective communication and collaboration within the team and with other teams within AIA and external parties.
  4. Provide training and education to all relevant team members particularly on Incident and Problem Management processes.
Process Improvement:
  1. Continuously evaluate and refine IT service management processes to enhance efficiency, effectiveness, and alignment with industry best practices.
  2. Implement and/or leverage tools and technologies to automate and streamline service management activities.
  3. Monitor key performance indicators (KPIs) and metrics to measure process performance and identify areas for improvement.
  4. Compliance and reporting accountability for AIA's Incident and Problem Management through reporting and audit.
  5. Maintaining AIA's group IPC data to the highest level of accuracy.
  6. Accountable for audit and regulatory compliance across IPC processes.

Other responsibilities and duties will be periodically assigned to meet operational and/or other requirements.

Communication:

Communication with senior stakeholders including but not limited to Group Chief Executive and President, Group Executive Committee, LBU CEOs and CTOs, and stakeholders from Risk, Audit, IT, Corporate Security and Human Resources.

Good relationship management experience, with a proven ability to develop deep relationships at all levels internally and externally.

Good negotiation and influencing skills, with the ability to collaborate to find solutions that meet business needs.

Excellent command of spoken and written English to allow communication with all levels of management and ability to deliver written reports and verbal updates to executive level management.

Experience:
  1. 6+ years relevant experience in managing large enterprise technology.
  2. Excellent understanding and proven experience in ITSM implementation in a multi-site environment.
  3. Proven experience plus qualification in ITIL.
  4. Sound understanding of IT operating model design and best practices.
  5. Certification, ITIL, COBIT, Sigma and Prince or other.
Special skills:
  1. Ability to demonstrate independent leadership, judgment, and decision making.
  2. Ability to adjust to multiple and changing priorities, remaining flexible, open, and collaborative.
  3. Ability to create and maintain cooperative working relationships with internal and external stakeholders at all levels.
  4. Excellent analytical and communication skills to understand business context; and enquire, counsel, and present solutions in an understandable and simple manner.
  5. Be a self-starter and possess the confidence and skills to operate with and enjoy a high degree of autonomy.

This position will work under the direction of the Senior Manager, Incident & Problem Management Lead. This is an individual contributor role and will have no direct reports.

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