Level Application Command Center Lead

Allianz Technology is the global IT service provider for Allianz and delivers IT solutions that drive the digitalization of the Group. With more than 12,000 employees located in 51 countries around the globe, Allianz Technology works together with other Allianz entities in pioneering the digitalization of the financial services industry.

We oversee the full digitalization spectrum – from one of the industry’s largest IT infrastructure projects that includes data centers, networking and security, to application platforms that span from workplace services to digital interaction. In short, we deliver full-scale, end-to-end IT solutions for Allianz in the digital age.

Position Summary

The Level 1 Application Command Center (ACC) Lead has full accountability for the setup, operation (run), and optimization of the Level 1 Application Support capability for the Malaysia RDC, covering all applications in the AZAP portfolio, including the 8 Operating Entities in Asia. This role is based in Malaysia and reports to the Head of Production Support.

Key Responsibilities

• This role will report to the Head of Production and is accountable for the setup, operation (run), and optimization of the Level 1 Application Support capability for the Malaysia RDC, covering all applications in the AZAP portfolio.
• Responsibilities of the Application Command Centre will include:

• Incident Monitoring, Triage & Escalation, Known Error Resolution, Knowledge Management
• Proactive application monitoring, Batch Job monitoring, First Level/SOP based resolution, Issue escalation
• Standard Service request fulfilment, Application Access Management, Reporting & Communication

• Manage, coordinate, continuously improve, and harmonize tools and process across all consumers of ACC services.
• SPOC between Allianz OEs and Allianz Technology stakeholders for ACC related topics.  
• Together with other IT function teams, work to ensure services are delivered and underlying SLAs are met.
• Work with Allianz Malaysia team to create budgets for run services.
• Bring in standardization and focus on continuous service improvement initiatives to eliminate work and improve application stability/availability through automation, debt management, “shift left/shift right initiatives. Measure, report and improve.

Key Requirements

• Degree in information technology or other comparable technical qualification
• Must have worked in a matrix organization, with a strong track record of meeting deadlines in a fast-paced environment.
• 15+ years of relevant experience from multi-national organizations. The ideal candidate would have experience in running production support teams, ideally from an insurance company, or a Shared services / Service Provider organization.
• Strong experience in managing project financials, demand management, change management, managing distributed teams, KPI tracking, and reporting alignment within a complex matrix organization would be advantageous.
• Goal-oriented self-starter with the ability to work independently and as part of a team. Experienced in managing multi-cultural and geographical dispersed teams through both direct and influence management.
• Customer-centric mind set; transparent & fact-based collaboration.
• Deep understanding in IT Service Management (ITSM) Processes and tooling.
• Prior Experience working with ServiceNow highly advantageous.
• Ability to lead teams through influence management and make decision under pressure.
• Willingness to work non-core hours related to critical systems changes and incidents.
• Excellent communication, Fluent in English

Allianz Group is one of the most trusted insurance and asset management companies in the world. Caring for our employees, their ambitions, dreams and challenges, is what makes us a unique employer. Together we can build an environment where everyone feels empowered and has the confidence to explore, to grow and to shape a better future for our customers and the world around us. 

We at Allianz believe in a diverse and inclusive workforce and are proud to be an equal opportunity employer. We encourage you to bring your whole self to work, no matter where you are from, what you look like, who you love or what you believe in.

We therefore welcome applications regardless of ethnicity or cultural background, age, gender, nationality, religion, disability or sexual orientation.

Great to have you on board. Let's care for tomorrow.