Senior Manager, Command Centre

AIA Digital+ is seeking a Senior Manager, Command Centre to lead and manage the command centre operations. The successful candidate will ensure IT service availability, minimise business impact of IT service outages, and contribute to the improvement of user satisfaction with IT services.

Responsibilities:

• 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 primary point of contact for senior management regarding overall IT operations, incident status, and service delivery.
• Work with the Incident Management team to ensure timely resolution of issues and minimize downtime.
• 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.
• Identify areas for improvement within the command centre operations and implement initiatives to enhance effectiveness.
• Communicate effectively with various stakeholders to resolve conflicts and ensure alignment on objectives.
• Contribute to the development of strategic initiatives that align with the organisation's IT goals and objectives.

Requirements:

• Minimum of 10 years of experience in IT operations, with at least 5 years in a supervisory or management role.
• Bachelor's degree in Information Technology or related discipline.
• Relevant IT certifications (e.g., ITIL, CompTIA) are a plus.
• 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.