IT Incident & Problem Management Process Owner

IT Incident & Problem Management Process Owner

AIA Group
Not Specified
Not Specified

Job Description

Bring your career aspirations to life with AIA!This role will be an integral part of the team to support Incident and Problem Management.

  • Defines policies for the organization regarding the process

  • Owns the process and supporting documentation for the process from a strategic and tactical perspective

  • Approves all changes to the process and development of process improvement plans

  • Accountable for the overall quality of the process and oversees the management of and compliance with the procedures, data models, policies, and technologies associated with the process

  • Promote and reinforce adherence to the process and policies associated with Incident & Problem Management

  • Ensures alignment of Key Performance Indicators (KPIs) to Critical Success Factors (CSFs) and that these objectives are realized

  • Ensure the design of the Incident process aligns with the business and industry best practices

  • Works in conjunction with Continual Service Improvement (CSI)

Incident Management

  • Effective implementation of the Incident Management (including Major Incident Management) process and carries out the corresponding reporting

Problem Management

  • Lead the process around the following topics

- Problem detection
- Problem logging
- Problem categorization o Problem prioritization
- Problem investigation and diagnosis
- Creating a known error record o Problem resolution and closure
- Major problem review

  • Drive problem management to prevent Incidents from happening, and to minimize the impact of Incidents that cannot be prevented.

  • Meet with Problem Owner to review process and procedures

  • Accountable for the formal closure of all Problem records for their support area

Job Details

About AIA Group

For more than a century, AIA has strived to make a significant, positive impact for our customers and communities across Asia, reinforced by our Purpose : to help millions of people live Healthier, Longer, Better Lives . Our Purpose guides the decisions we make and the actions we take as an organisation - empowering and enabling people to understand and manage their health, while meeting their long-term savings and protection needs. We believe that helping to create a healthier Asia is one of the most important and valuable things we can do for our communities, today and in the future.

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