Service Quality Assurance Director
2 weeks ago
The Service Quality Assurance Director is responsible for overseeing the delivery of IT services for in-scope applications used in AIA Philippines' operations.
Main Responsibilities:
- Directing team efforts to deliver high-quality services.
- Managing BU escalations and ensuring production environments are stable.
- Identifying and addressing production issues promptly.
- Developing risk mitigation strategies and improvement plans.
- Ensuring team adherence to ITSM governance and KPIs.
- Collaborating on major incident resolution and providing executive updates.
- Evaluating change-related risks and assisting with deployment planning.
- Furnishing operational reports through regular review sessions.
- Analyzing tickets for process enhancement opportunities.
Requirements:
- Bachelor's degree in IT or a related field.
- Minimum 8 years of experience in IT service delivery, preferably in an insurance environment.
- ITIL Foundation certification (ITIL Practitioner or Expert preferred).
- Proficiency in various technology and project management tools.
- Experience with multi-project implementations and support.
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