Customer Digital Platform, Consultant

At AIA we’ve started an exciting movement to create a healthier, more sustainable future for everyone.

As pioneering innovators for over 100 years, we’re now transforming our organisation to be faster, simpler and more connected. Because we want to be even better equipped to develop digital solutions and experiences that help more people live Healthier, Longer, Better Lives.

To get there, we need people with tech/digital/analytics expertise and passion to help develop positive, sustainable change through digitally enhanced experiences that will impact the lives of millions of people and create a healthier future for everyone.

If you believe in developing a better tomorrow, read on. 

About the Role

Responsible for managing and executing IT Operations for Customer Applications. This role ensures the effective management of production support, timely incident response and resolution, and adherence to regulatory, cybersecurity, and legal compliance standards. The incumbent will play a key role in maintaining application stability, security, and operational excellence.

Roles and Responsibilities:

• Collaborate with the offshore production support team to execute routine IT operations and maintenance tasks, ensuring continuous service availability.
• Monitor system feedback and respond promptly to production incidents to minimize service disruption.
• Ensure adherence to internal controls, security policies, and audit requirements.
• Maintain and update documentation for operational procedures and knowledge base articles.
• Coordinate and execute software releases in alignment with business priorities and timelines.
• Proactively enhance application observability to improve monitoring, diagnostics, and performance insights.

Job Requirements:

• Strong prior experience in managing the operations and production support of a customer application with millions of users.
• Strong understanding of observability and monitoring tools (e.g., Dynatrace, ELK, Prometheus).
• Experience as a technical contributor and understand the bottlenecks and possible points of failure in an application architecture
• Proficiency in incident tracking and ITSM tools (e.g., ServiceNow, Jira Service Management).
• Proficient in leading teams. Must be able to function as a squad leader as well as an individual contributor.
• Ability to communicate simply and effectively with different levels of the organization and with external vendors.
• Fluency in English, Cantonese, and Mandarin
• Availability for on-call rotation or after-hours support as needed

Others:

• You are required to obtain the relevant license(s) if your job involves regulated activities

Build a career with us as we help our customers and the community live Healthier, Longer, Better Lives.

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.