IT Service Quality Lead
6 days ago
Job Summary: As an Incident Response Specialist, you will play a critical role in ensuring the quality, availability, and stability of IT services for AIA Hong Kong And Macau. You will work closely with internal teams, external suppliers, and business stakeholders to identify and resolve incidents, improve service quality, and minimize the impact of changes on the business.
">Key Responsibilities:
- Work closely with Infrastructure and Application teams, Service Desk, Application Business Owners, and third parties to triage and determine severity of impacting Incidents
- Manage major incidents (Sev1/2, Managed Sev3) from identification/escalation to service restoration and closure within agreed SLAs
- Ensure all major incident communications (outages/service disruptions) are communicated in a clear, concise, accurate, and timely manner to impacted business stakeholders as appropriate
- Drive root cause analysis and produce/publish Post Incident Review (PIR) and Root Cause Analysis (RCA) reports within agreed SLAs
Required Skills and Qualifications:
- 5+ years of experience in Information Technology with at least 2-3 years of Incident/Problem/Change management experience
- Experience in systems and network administration, broad understanding of Incident, Problem & Change Management disciplines
- Tertiary qualifications in Information Technology, Business, or an associated discipline
- Financial services and/or Insurance Industry Experience
- ITIL Certification, or demonstrable experience working within ITIL aligned organisation
Benefits:
- Opportunities to grow within the business through internal mobility
- Competitive employee benefits that include insurances, an Employee Share Purchase Scheme, and an extra day of leave each quarter to recharge
- Membership to AIA Vitality, our science-backed health and wellbeing programme that provides the guidance, tools, and rewards to get more out of life and start thriving
Why Choose AIA? At AIA, we believe in empowering every one of our people to find their 'better'. We do this by offering opportunities to grow within the business, competitive employee benefits, and a supportive and inclusive workplace.
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