At AIA, our promise is to help people live Healthier, Longer, Better Lives by encouraging them to make positive lifestyle changes one step at a time. Our firm belief is that by following our Operating Philosophy of doing the right thing, in the right way with the right people, the results will come. AIA Insurance for Life, Health and Wellbeing

About the role:

Incident & Problem Management

• Chair and drive the problem and availability management processes and work with the relevant third parties and AIA AU&NZ teams to coordinate effective forums.

• Create, manage and evolve relevant templates for scheduled outage notifications and service disruptions.

• Work closely with Application teams, Service Desk and Outsource providers to triage and determine severity of Incidents.

• Post incident summary to Senior Manager Service Incident Management and Senior Manager Supplier Management on Service Level breaches and outstanding issues to be raised in Governance Forums.

• Identify and classify problems and their root causes – ensuring long-running investigations are successfully completed with underlying causes and factors clearly noted.

• Initiate sustainable solutions to identified problems, working with all required stakeholders to build the case for change / investment as needed.

• Work closely with Local Tech Risk to review high severity incidents.  Raise and manage incidents in BeeHive.

• Development of strategies, tools and processes to automate and streamline issue resolution and tracking

Leadership

• Role model and strong leadership management experience to compliment professional Service and Incident Management standards.

• Ensure compliance and governance requirements are met through monitoring and management of in-scope services

• Management of escalations to the business in relation to service disruptions of technology services and report these back to Senior Management appropriately

• High level of customer focused service – highly people oriented, proactive and focused on continuous improvement, accountability and innovation

About you:

• 5+ years of experience in Information Technology with at least 2-3 years of Problem and Incident management experience

• Experience in systems and network administration, broad understanding of Incident and Problem Management disciplines

• Tertiary qualifications in Information Technology, Business, or an associated discipline

• Financial Services and/or Insurance Industry Experience

• ITIL Certification, or demonstrable experience within ITIL organization

• Solid understanding of business needs and customer focus beyond technical/technology aspects

• Demonstrable experience managing multiple enterprise system issues, including corporate sites with significant impact.

• Ability to work non-traditional work schedules including weekends

• Ability to manage competing priorities and operate under pressure

• Demonstrated leadership and people management skill

• Experience with regulatory compliance issues

• Experience working on technology enabled projects       

Why choose AIA:

At AIA, we’ve made a promise to help people live healthier, longer, better lives. And it starts with our own people.

• We invest in training and development to build on your current skills
• Career development through internal mobility opportunities
• Work for a business helping make positive health and wellbeing changes to the lives of New Zealanders
• Access additional leave days to recharge and refresh yourself
• Enjoy wonderful Health and Wellbeing initiatives that support you
• Work with supportive and inclusive managers
• Flexible working arrangements

What’s next?

If you’re passionate about making a difference – then click the ‘Apply Now’ Button!

Recruitment Agencies: Our Talent team does not require any recruitment agency support.

Interested Candidates: Apply using the ‘Apply’ button. No emailed applications accepted. For general enquiries only, contact:

You must provide all requested information, including Personal Data, to be considered for this career opportunity. Failure to provide such information may influence the processing and outcome of your application. You are responsible for ensuring that the information you submit is accurate and up-to-date.