Position Objective:

With respect to multiple technology knowledge

• Ensures IT service availability and minimises the AIA's business impact of IT service outages through the effective management.

• Contributes to the improvement of user satisfaction with IT services by ensuring that the arrangements remain aligned with business needs and priorities and fit for purpose.

• Improves the overall technical performance as measured by the technology related KPIs and SLAs (utilisation, availability, response times etc.) year on year.

Roles and Responsibilities:

Application Monitoring

• Perform continuous monitoring of applications to ensure optimal performance and resolve issues promptly.

Batch Management

• Execute and manage batch jobs, ensuring their timely completion and troubleshooting any errors that may occur.

Patching Management

• Implement and manage patching processes, ensuring systems are up-to-date and secure.

Change Management Execution

• Execute change management procedures, ensuring changes are implemented smoothly and documented accurately.

Incident Management Support

• Assist with incident management by diagnosing issues, providing solutions, and escalating as necessary.

Level 1 Technical Support

• Provide first-level technical support to internal teams and users, resolving issues efficiently and effectively.

Network Monitoring

• Monitor network performance, troubleshoot issues, and ensure network integrity and security

Minimum Job Requirements:

Relevant Experience:

• Minimum of 1 year of experience in IT support roles, with a strong focus on system operations.

OR

• An equivalent combination of qualifications and relevant experience.

Education:

• Bachelor's degree holder of university on Information Technology or related discipline

• Relevant IT certifications (e.g., ITIL, CompTIA) are a plus

Technical Skills:

• Proficiency in application monitoring tools, batch processing systems, patch management, and network monitoring tools.

• Strong analytical skills with the ability to troubleshoot and resolve technical issues under pressure.

• Excellent verbal and written communication skills, with the ability to convey technical information clearly to non-technical stakeholders.

Working Conditions

• Shift Work - This position requires working in shifts on-site, including nights and weekends, to ensure 24/7 operation of the IT Command Centre.

Analyst, Command Centre Operation (Shift)