Discover the GREAT in your career.
As a LIFE company, our customers are at the heart of all that we do. Being one of Asia's leading insurer for over a century, we have built a long-lasting legacy of trust with our customers over many generations. At the foundation of this trust is Integrity, Initiative, and Involvement from the way we treat every customer relationship with honesty and transparency, to our proactive approach of delivering the best possible solutions in both life and general insurance.
Integrity, Initiative, and Involvement is what guides us. It is what makes us do the right thing, take the lead, and choose we over me. Our mission is to make life great for our customers because we understand what matters most to them, and we know how to help them protect it.
If you are looking to grow in an exciting career filled with opportunities and potential, we are seeking a professional to join our team as AVP, Incident & Problem Management (IT Service Management). In this role, you will:
- Provide leadership to the Incident Management and Problem Management capability of Great Eastern. The department to be led by the individual provides both operational and governance capabilities of Incident and Problem Management, and play the role of the incident manager in the event of major incidents. This role requires an individual who will rapidly responding to an unplanned IT event or IT service interruptions to ensure that service is normalised in the shortest possible time and the impact of the disruption is minimized. This also includes rapidly responding to leading events to initiate actions to prevent service disruptions, potentially by activation or applying pre-defined remedial actions. The individual should also drive for continuously improvements to service monitoring capabilities, early detection capabilities, and incident response procedures.
- Lead the problem management capability to identify root causes and preventive measure. The individual will also take an active role in forums covering incident preventive measures such as change management, service continuity management.
- Functionally support the 24x7 Command Center which provides monitoring for the availability and proper function of Great Eastern external and internal IT services.
The Role:
- Manage all aspect of the incident and problem management including, but not limited to, day-to-day operations, tools, manpower and financials. This would include defining policies and procedure for Incident and Problem management, as well as continuously refine the operating model.
- Lead the continuous refinement and improvement of monitoring tools and processes to improve detection of leading events, provide accurate real-time visibility to the impact of the disruption, and visibility of potential causes to facilitate rapid restoration of impacted service.
- Lead the continuous refinement and improvement of service recovery procedures and tools.
- Actively participate on activities which reduce the risk of reoccurring incidents such as problem management forums.
- Provide leadership in the event of a major incident by ensuring correct activation of support resources to perform troubleshooting and execution of recovery procedures, as well as provide timely and accurate status updates.
- Standby support after office hours for incident response, with activation for major incidents.
- Own key performance indicators for the incident and problem management with intent to meet or exceed expectations.
- Provide team leadership, covering training and development needs, appraisals and performance management.
- Take accountability in considering business and regulatory compliance risks and takes appropriate steps to mitigate the risks
- Maintain awareness of industry trends on regulatory compliance, emerging threats and technologies in order to understand the risk and better safeguard the company
- Highlight any potential concerns /risks and proactively shares best risk management practices
- Other responsibilities entailed
The Person:
- A Bachelor's degree or Professional Degree in Computer Science / IT or equivalent
- At least 8 years of relevant experience monitoring IT services and responding/ managing IT incidents
- Excellent application and IT infrastructure troubleshooting skills using various toolsets. Understanding of system architecture and technology is necessary
- Experience working with multiple teams (business, IT application and infrastructure teams) for incident recovery and preventive measures
- Planning and organisational skills for undertaking team leadership and BAU workload management
- Familiarity with application and infrastructure monitoring tools such as Dynatrace, ELK, CA UIM, Solarwinds would be advantage
- Self-driven with a positive attitude and strong leadership skills to champion for culture change management initiatives within IT and with interfacing Business stakeholders
- Strong and factual communication skills and able to manage situations/conflicts and influence others
- Good analytical skills and a creative approach to problem solving and provide options and solutions
- Team player who can lead in brainstorm session with peers to problem solve and make decisions
- Good understanding of apply risk management techniques and its application
- Experience working with multiple internal and external teams (business and IT)
- Understanding of various Software Development Lifecycle and Project Management is beneficial
- Ability to understand business processes and financial functions are a plus
- High level of integrity, takes accountability of work and good attitude over teamwork
- Takes initiative to improve current state of things and adaptable to embrace new changes
Great Eastern Malaysia is committed to Equal Employment Opportunity, and all qualified applicants shall receive a fair and equal consideration for employment.
Location: Cyberjaya, Selangor
Entity: Great Eastern Life Malaysia
Employment Type: Permanent
About Great Eastern
Established in 1908, Great Eastern places customers at the heart of everything we do. Our legacy extends beyond our products and services to our culture, which is defined by our core values and how we work. As champions of Integrity, Initiative and Involvement, our core values act as a compass, guiding and inspiring us to embrace the behaviours associated with each value, upholding our promise to our customers - to continue doing our best for them in a sustainable manner.
We work collaboratively with our stakeholders to look for candidates who exhibit or have the potential to embrace our core values and associated behaviours, as these are the key traits that we expect from our employees as they develop their careers with us.
We embrace inclusivity, giving all employees an equal opportunity to shine and play their role in exploring possibilities to deliver innovative insurance solutions.
Since 2018, Great Eastern has been a signatory to the United Nations (UN) Principles of Sustainable Insurance. Our sustainability approach around environmental, social, and governance (ESG) considerations play a key role in every business decision we make. We are committed to being a sustainability-driven company to achieve a low-carbon economy by managing the environmental footprint of our operations and incorporating ESG considerations in our investment portfolios; improving people's lives by actively helping customers live healthier, better and longer; and drive responsible business practices through material ESG risk management.
To all recruitment agencies: Great Eastern does not accept unsolicited agency resumes. Please do not forward resumes to our email or our employees. We will not be responsible for any fees related to unsolicited resumes.
