Discover the GREAT in your career.

As a LIFE company, our customers are at the heart of all that we do. Being one of Asia's leading insurer for over a century, we have built a long-lasting legacy of trust with our customers over many generations. At the foundation of this trust is Integrity, Initiative, and Involvement – from the way we treat every customer relationship with honesty and transparency, to our proactive approach of delivering the best possible solutions in both life and general insurance.

Integrity, Initiative, and Involvement is what guides us. It is what makes us do the right thing, take the lead, and choose 'we' over 'me'. Our mission is to make life great for our customers because we understand what matters most to them, and we know how to help them protect it.

If you are looking to grow in an enriching career filled with opportunities and potential, we are seeking a professional to join our team as IT Command Center Team Lead (IT Service Management). Great Eastern is setting up a 24x7 IT Command Center to monitors the availability and proper function of Great Eastern external and internal IT services. We are looking for multiple experienced Team Leaders to manage our command center shift operations and ensure top-quality support around the clock. The individual will provide shift-level leadership to the IT Command Center and will be responsible for managing the schedule and work of a team of operators who will monitor and respond to system incidents in a 24x7 shift-based environment. They will be accountable for managing the team's performance, overseeing training and development, and ensuring adherence to standard operating procedures.

This role requires an individual who will rapidly responding to an unplanned IT event or IT service interruptions to ensure that service is normalised in the shortest possible time and the impact of the disruption is minimized. This also includes rapidly responding to leading events to initiate actions to prevent service disruptions, potentially by activation or applying pre-defined remedial actions. The individual should also drive for continuously improvements to service monitoring capabilities, early detection capabilities, and incident response procedures.

The Role:

• Manage a team of Operators responsible for monitoring and responding to incidents in a 24x7 shift-based environment
• Ensure that incidents are escalated and resolved in a timely and efficient manner, minimizing business impact and maximizing business user satisfaction
• Lead the continuous refinement and improvement of service recovery procedures and tools, ensuring that they are up-to-date and effective
• Ensure that team members are trained on the latest technologies, tools, and processes required for the role
• Ensure adherence to standard operating procedures and compliance with company policies and guidelines
• Provide team leadership, covering training and development needs, appraisals and performance management
• Collaborate with other teams within the organization to resolve complex incidents and improve processes
• Actively participate on activities which reduce the risk of reoccurring incidents such as problem management forums.
• Generate regular reports on team performance, incident trends, and client satisfaction metrics
• Foster a positive and collaborative team culture, ensuring that team members feel supported, motivated, and engaged
• Takes accountability in considering business and regulatory compliance risks and takes appropriate steps to mitigate the risks
• Maintains awareness of industry trends on regulatory compliance, emerging threats and technologies in order to understand the risk and better safeguard the company
• Highlights any potential concerns /risks and proactively shares best risk management practices
• Other responsibilities entailed

The Person:

• Bachelor's degree or Professional Degree in Computer Science / IT or equivalent
• At least 5 years of relevant experience in a command center environment, including 2 years in a leadership role
• Ability to work in a 24x7 shift-based environment, including weekends and holidays
• Demonstrated experience in incident management and resolution
• Experience in ITIL processes is a plus
• Strong technical knowledge of IT infrastructure, networking, and applications
• Familiarity with application and infrastructure monitoring tools such as Dynatrace, ELK, CA UIM, Solarwinds would be advantage
• Strong problem-solving and decision-making skills
• Strong and factual communication skills
• Ability to work well under pressure and in a fast-paced environment
• Planning and organisational skills for undertaking team leadership and BAU workload management
• Experience working with multiple internal and external teams (business and IT)
• Ability to understand business processes and financial functions are a plus
• High level of integrity, takes accountability of work and good attitude over teamwork
• Takes initiative to improve current state of things and adaptable to embrace new changes

Great Eastern Malaysia is committed to Equal Employment Opportunity, and all qualified applicants shall receive a fair and equal consideration for employment.

Location: Cyberjaya

Entity: Great Eastern Life Malaysia

Employment Type: Permanent

To all recruitment agencies: Great Eastern does not accept unsolicited agency resumes. Please do not forward resumes to our email or our employees. We will not be responsible for any fees related to unsolicited resumes.

About Great Eastern

Founded in 1908, Great Eastern is a well-established market leader and trusted brand in Singapore and Malaysia. With over S$100 billion in assets and more than 16 million policyholders, including 12.5 million from government schemes, it provides insurance solutions to customers through three successful distribution channels – a tied agency force, bancassurance, and financial advisory firm Great Eastern Financial Advisers. The Group also operates in Indonesia and Brunei.

The Great Eastern Life Assurance Company Limited and Great Eastern General Insurance Limited have been assigned the financial strength and counterparty credit ratings of 'AA-' by S&P Global Ratings since 2010, one of the highest among Asian life insurance companies. Great Eastern's asset management subsidiary, Lion Global Investors Limited, is one of the leading asset management companies in Southeast Asia.

Great Eastern is a subsidiary of OCBC, the longest established Singapore bank, formed in 1932. It is the second largest financial services group in Southeast Asia by assets and one of the world's most highly-rated banks, with an Aa1 rating from Moody's and AA- by both Fitch and S&P. Recognised for its financial strength and stability, OCBC is consistently ranked among the World's Top 50 Safest Banks by Global Finance and has been named Best Managed Bank in Singapore by The Asian Banker.