Job description
At AIA we’ve started an exciting movement to create a healthier, more sustainable future for everyone.
As pioneering innovators for over 100 years, we’re now transforming our organisation to be faster, simpler and more connected. Because we want to be even better equipped to develop digital solutions and experiences that help more people live Healthier, Longer, Better Lives.
To get there, we need people with
tech/digital/analytics
expertise and passion to help develop positive, sustainable change through digitally enhanced experiences that will impact the lives of millions of people and create a healthier future for everyone.
If you believe in developing a better tomorrow, read on.
WE ARE LOOKING FOR .....
The Major Incident and Problem Manager is responsible for the end-to-end management of all high impacting incidents across AIA Group office and local business units and the management of all problem records, created either proactively or re-actively. The successful applicant will act as a key escalation point and assess any reported incidents whilst reviewing the impact and urgency of the situation, always ready to collate the crisis information and pull together and escalate to relevant teams who will support with resolving the issue.
- Responsible for driving, managing, and coordinating the response to all critical, major, and high severity incidents
- Point of Contact for internal stakeholders for all high severity Incidents
- Responsible for chairing and driving major incident management bridges
- Co-ordinate rapid and effective response to Major Incidents including escalation, follow through, dissemination of workarounds, or resolution advice and closure.
- Responsible for timely, clear, accurate and punctual communications to internal stakeholders
- In conjunction with key vendors, identify and drive continuous service improvement opportunities to enhance Incident Management practices
- Responsible for effective internal and/or vendor escalation
- 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
- Ensure that post incident reviews are completed, and details are smoothly handed to problem management as per established process
- Responsible for ensuring problems are managed throughout their lifecycle per the Problem Management process
- Host and/or join problem review meetings with key participants and accountable parties to ensure the correct focus is driven to identify root cause and deliver eradication actions with the correct ownership.
- Reviewing historical problems and root cause analysis to identify trends and opportunities for improvements across technology
- Responsible for continuous improvement of the overall Incident and Problem Management process and communication
- Setting and monitoring appropriate KPIs to support incident and problem management
- Carry out monthly trending on ticket volumes to identify improvements and feed into Problem management
- Produce daily and weekly and monthly incident reporting summaries
- Quality assurance of high severity incident tickets within Service Now across all Major Incidents
- Ability to work across 24/7 coverage via Out of Hours/On Call Rota as required
Build a career with us as we help our customers and the community live Healthier, Longer, Better Lives.
You must provide all requested information, including Personal Data, to be considered for this career opportunity. Failure to provide such information may influence the processing and outcome of your application. You are responsible for ensuring that the information you submit is accurate and up-to-date.
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