itsm incident & problem management ConsultantAIA Group

Job Description
Bring your career aspirations to life with AIA!
The ITSM Incident and Problem Management Consultant leads the overall IT Incident and Problem Management Processes under IT Service Management for the Local Business Unit in conjunction with various local business departments, IT Production Support and Governance teams, and ensures proper observance of incident and problem management practices to support IT and business objectives.
ROLES AND RESPONSIBILITIES:
Acts as overall process owner accountable for the overall quality of the IT incident management process and oversees the management of and compliance with the procedures, policies, standards, and technologies associated with the process
Establishes IT incident management process to ensure proper detection, documentation, prioritization, categorization, and management of incidents to support timely service restoration of issues
Ensures effective implementation of Major Incident Management process for Major/Critical incidents
Establishes IT incident management process that can support OOTF or new ways of working for the tribes to be aligned
Establishes regular incident reporting processes (via reports / dashboards) to ensure accurate and timely access to incident data
Synergizes with other ITSM process owners to support quality delivery of overall ITSM service
Ensures IT incident management process compliance to overall AIA IT, Risk Compliance & Internal Audit Standards
Interfaces and leads process discussions on all IT Incident Management-related activities in compliance to the AIA Risk & Compliance Teams and Internal Auditor reviews
Provides regular training and process cascade to ITSM Incident Management Process key stakeholders
Ensures continual process improvement aligned to business needs and industry trends and recommends to senior management strategic initiatives to further enhance the IT incident management process regularly
Acts as overall process owner accountable for the overall quality of the IT problem management process and oversees the management of and compliance with the procedures, policies, standards, and technologies associated with the process
Establishes IT problem management process to ensure proper identification, control, and resolution of problems and errors
Establishes IT problem management process that can support OOTF or new ways of working for the tribes to be aligned
Drives problem management and root cause analysis procedures to prevent incidents from occurring, and to minimize impact of Incidents that cannot be prevented.
Establishes regular problem reporting processes (via reports / dashboards) to ensure accurate and timely access to problem data
Works with incident management to ensure all Major incidents problem review and root cause analysis to prevent/minimize reoccurrence
Works with knowledge management in the creation and maintenance of a Known Error Database (KEDB) for proper documentation of known errors and their appropriate workarounds
Synergizes with other ITSM process owners to support quality delivery of overall ITSM service
Ensures IT problem management process compliance to overall AIA IT, Risk Compliance & Internal Audit Standards
Interfaces and leads process discussions on all IT Incident Management-related activities in compliance to the AIA Risk & Compliance Teams and Internal Auditor reviews
Provides regular training and process cascade to ITSM Incident Management Process key stakeholders
Ensures continual process improvement aligned to business needs and industry trends and recommends to senior management strategic initiatives to further enhance the IT incident management process regularly
MINIMUM JOB REQUIREMENT
Minimum of 5 years of experience working in IT Service Management or IT Operations, including new ways of working such as DevOps / DevSecOps
Trained and experienced in IT Operations following ITIL framework
Trained and experienced in using ITSM tools (ServiceNow)
ITILv3 or ITIL4 Foundations certification is preferred
Knowledge and experience in creating reports and dashboards is a plus
Knowledge of SDLC (traditional/Agile) is a plus
Understanding of security considerations, prevention, and control systems
Attention to detail and analytical thinking is a must.
Bachelor's degree in Information Technology, Engineering, or similar field
Insurance or financial services industry experience ideal but not a must
Strong change agent and can influence mindset and behaviors, including those of senior leaders
Self-starter, with the ability to ideate, plan, and execute ITSM-related initiatives to support new ways of working
Passionate about agile, innovation and change and are excited to promote and embed them across the organization
Intellectually curious and love learning new skills and capabilities
Strong knowledge in agile ways of working including values, principles, practices, and tools