Service Management & Site Reliability Specialist

Your Role with Us

As a Service Management & Site Reliability Specialist, you play a key role in keeping AIA’s technology services reliable, resilient and performing at their best. Working within the Technology team, you partner with technical teams, vendors and stakeholders to coordinate incident, problem and change management activities that minimise disruption and improve service outcomes. This role combines strong service management practices with site reliability principles, giving you the opportunity to influence operational excellence, strengthen service stability and drive continuous improvement. It is an ideal opportunity for someone who enjoys solving complex challenges, building trusted relationships and making a meaningful impact across the organisation.

Your Impact

• Lead incident and major incident responses to restore services quickly and keep stakeholders informed with clear, timely communication
• Drive problem management activities to identify root causes, reduce repeat incidents and improve long term service stability
• Strengthen service performance by analysing operational data, identifying trends and delivering continuous improvement initiatives
• Support change management processes that reduce risk, enhance quality and ensure operational readiness across technology services
• Improve resilience by identifying reliability risks, supporting disaster recovery testing and following through on improvement actions
• Build strong partnerships with teams, vendors and stakeholders to enable effective service delivery and informed decision making

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

Your Life at AIA

At AIA, your skills in technology, data, and analytics are more than technical expertise, they’re the foundation for creating Healthier, Longer, Better Lives. In return for your contribution, we offer a dynamic environment where innovation thrives, flexible ways of working, and opportunities to lead digital transformation at scale. You’ll have access to cutting-edge tools, continuous learning programs, and a collaborative culture that values curiosity and creativity. Together, we’ll 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 you’re excited about this role but don’t meet every requirement, we still encourage you to apply. And if there’s anything we can do to support you during the recruitment process, please contact us at nz.talentacquisition@aia.com.

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:

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