Service Management & Site Reliability Specialist

Your Role with Us

The purpose of this role is to support the reliability stability and effective operation of technology services by applying strong service management practices alongside site reliability principles. The role ensures high-quality incident problem and change management and as part of the major incident management function participates in an on-call roster acting as an escalation point for major incidents and managing these through to resolution. It supports operational readiness and resilience and drives continuous improvement to reduce risk and enhance service performance.

Your Impact

Incident Management & Response

• Manage and coordinate incidents including major incidents to ensure timely restoration of services and clear stakeholder communication.

• As part of the major incident management function participate in an on-call roster acting as an escalation point for major incidents and managing them through to resolution.

• Ensure incidents are accurately recorded updated and reviewed and facilitate post-incident reviews (PIRs) to support root cause analysis and ongoing improvement.

Problem Management & Service Improvement

• Lead and coordinate problem management activities to identify root causes and reduce repeat incidents.

• Analyse service data track improvement actions and identify trends and preventive measures to strengthen stability and overall service performance.

Change Management & Operational Readiness

• Support change management processes to ensure changes are assessed approved and implemented with minimal risk to services.

• Act as an escalation point for emergency changes and where required perform privileged break-fix and emergency change activities under controlled access (PIM/JIT) to restore services.

• Ensure operational controls (access certificates and change records) are followed and surface gaps for remediation.

Service Reliability & Operational Resilience

• Apply reliability principles and service data to identify risks and improvement opportunities across technology services.

• Support observability automation and toil-reduction improvements to strengthen reliability and service performance.

• Support disaster recovery and business continuity readiness including test-plan review evidence assessment and follow-up actions.

Service Management Practices & Stakeholder Engagement

• Maintain service management tools reporting and service information to support effective decision making and governance.

• Build strong relationships with internal teams vendors and stakeholders to support service delivery and continuous improvement.

Your Capabilities

• You bring experience in technology operations service management or a related environment with exposure to incident problem and change management practices

• You have a proven ability to analyse issues identify root causes and implement practical solutions that improve service outcomes

• You have strong communication skills and confidently engage with both technical and non-technical stakeholders particularly during incidents and change activities

• You bring a collaborative approach and build trusted relationships that help achieve shared goals across teams and partners

• You have a strong sense of ownership take accountability for outcomes and maintain a focus on service quality reliability and customer impact

• You may also have a tertiary qualification in Information Technology Business or a related discipline along with ITIL certification or experience working within IT service management frameworks

• Bring your technical and/or engineering skills to AIA NZ

Work on a scheduled on-call roster providing 24/7 incident management coverage.

• As part of on-call you will be responsible for managing emergency changes.

Your Life at AIA

At AIA your skills in technology data and analytics are more than technical expertise theyre the foundation for creating Healthier Longer Better return for your contribution we offer a dynamic environment where innovation thrives flexible ways of working and opportunities to lead digital transformation at scale. Youll have access to cutting-edge tools continuous learning programs and a collaborative culture that values curiosity and creativity. Together well design smarter solutions unlock insights and build digital experiences that make a real difference for millions of people across Asia-Pacific.

DEIB

Diversity equity and inclusion are central to who we are and how we work. We value people from all walks of life and welcome candidates of all backgrounds identities and lived experiences including those with disabilities additional mental health needs chronic health conditions or who are neurodiverse. If youre excited about this role but dont meet every requirement we still encourage you to apply. And if theres anything we can do to support you during the recruitment process please contact us at

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

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