Assistant Manager, ETL Support (BAU L2 Support)

Why Us

In AIA Digital+, we serve as AIA's Group-led Technology, Digital & Analytics hub by evolving innovative technology to shape the future. We aim to design & develop a detailed, human centered experiences to positively impact the lives of millions of people.

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Position Objectives:

• Ensure end-to-end stability, reliability, and timely delivery of ETL BAU operations across all ETL modules and data pipelines, ensuring seamless data processing and availability for business consumption.
• Own ETL production support in alignment with SLAs.
• Act as operational leads in incidents and stakeholder communication.
• Requires operational ownership and decision-making.

Roles & Responsibilities:

Operational Ownership & Delivery:

• Own end-to-end ETL BAU operations, ensuring batch stability, data availability, and SLA adherence.
• Oversee execution and monitoring of Autosys batch jobs, ETL workflows, and data pipelines.
• Ensure data accuracy, completeness, reconciliation, and timely delivery for downstream business consumption.
• Proactively identify potential risks and operational weaknesses to prevent service disruption.

Incident Management & Decision Making:

• Act as incident lead for ETL production issues, including high-severity and cross-system incidents.
• Perform impact assessment and determine recovery strategies (reruns, workarounds, data correction).
• Serve as escalation point for complex issues beyond L1/L2 support.
• Oversee troubleshooting activities, ensuring accurate root cause identification and effective resolution approach.
• Conduct deep-dive investigations using SQL (T‑SQL / PL/pgSQL) to validate, trace, and correct data issues.
• Analyse end-to-end data flows and system dependencies to accurately identify root causes.
• Lead Root Cause Analysis (RCA) and ensure implementation of preventive and corrective actions.

Team Leadership & Oversight:

• Provide functional guidance and oversight to L2 ETL support team members.
• Review analysis, resolutions, and corrective actions to ensure quality and accuracy.
• Coordinate workload distribution and ensure adequate coverage during critical cycles (e.g., month-end, year-end).
• Act as a subject matter reference for complex troubleshooting and operational decisions.

Stakeholder & Communication Management:

• Act as the primary operational contact for business users and internal stakeholders on ETL-related matters.
• Provide clear, timely, and structured communication during incidents and service disruptions.
• Collaborate closely with Infrastructure, AIA Group teams, and cross-functional partners to resolve issues efficiently.
• Coordinate with external vendors and third-party providers for issue resolution and system recovery.
• Support internal and external audits by providing accurate operational evidence and responses.

Process Governance & Continuous Improvement:

• Ensure ETL operational activities comply with security, audit, and IT governance standards.
• Identify process gaps and drive continuous improvement initiatives, including automation and monitoring enhancements.
• Maintain, enhance, and enforce operational documentation such as SOPs, runbooks, and knowledge bases.
• Contribute to DR drills, validation activities, and recovery assurance processes.

Requirements:

Education:

• Bachelor's Degree in Information Technology, Computer Science, or related discipline.

Experience:

• Minimum 5+ years in application support, data support, or ETL production environments.
• Demonstrated experience in:
• End-to-end ETL production support and service ownership.
• Incident leadership and operational decision-making.
• Stakeholder communication during business-critical incidents.

Technical skills.

• Strong hands-on experience with ETL tools (e.g., Informatica, IBM DataStage).
• Proficiency in SQL (T‑SQL / PostgreSQL) for data investigation, validation, and correction.
• Solid understanding of:
• Data warehouse concepts.
• End-to-end data flows (source → transformation → target).
• Batch scheduling tools (e.g., Autosys).
• Experience supporting ETL in cloud and distributed environments.
• Exposure to Azure data platforms (HDInsight, Synapse Analytics).
• Familiarity with Linux and Windows operating systems.
• Knowledge of ITIL processes (Incident, Problem, Change); certification is an advantage.
• Experience with DR drills and recovery validation is an advantage.

Soft Skills:

• Strong analytical and problem-solving abilities in high-pressure environments.
• Sound judgment and decision-making during time-critical incidents.
• Clear, confident communication with technical and non-technical stakeholders.
• Strong ownership mindset with accountability for service outcomes.
• Ability to guide and influence team members to achieve quality results.