Position Objective:

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.
Acts as the primary point of contact for senior management regarding overall IT operations, incident status, and service delivery.

Roles and Responsibilities:

Leadership and Management

Lead and mentor diverse teams, including 1st Level Technical Support, IT Service Desk, Incident Management, Network Operations, System Monitoring, and Batch Operations.
Foster a collaborative environment to ensure high team morale and performance.
Act as the people management of Batch Operations team

Incident and Service Management

Work and Incident Management team to ensure timely resolution of issues and minimizing downtime.

Monitoring and Operations

Supervise system and network monitoring to proactively identify and resolve potential issues.
Manage batch operations to ensure job scheduling, execution, and troubleshooting are performed efficiently.

Process Improvement

Identify areas for improvement within the command centre operations and implement initiatives to enhance effectiveness.

Stakeholder Communications

Communicate effectively with various stakeholders to resolve conflicts and ensure alignment on objectives.

Strategic Planning

Contribute to the development of strategic initiatives that align with the organization's IT goals and objectives
Advocate for technologies and solutions that can improve service delivery and operation efficiency.

Minimum Job Requirements:

Relevant Experience:

Minimum of 10 years of experience in IT operations, with at least 5 year in a supervisory or management role.

OR

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:

Strong knowledge of application monitoring tools, batch processing systems, patch management, and network monitoring tools.
Excellent analytical and problem-solving skills, with the ability to make decisions under pressure.
Strong verbal and written communication skills, capable of interacting with technical and non-technical stakeholders.

Senior Manager, Command Centre Operation