Engineer, Global Integrated Command Centre

Prudential’s purpose is to be partners for every life and protectors for every future. Our purpose encourages everything we do by creating a culture in which diversity is celebrated and inclusion assured, for our people, customers, and partners. We provide a platform for our people to do their best work and make an impact to the business, and we support our people’s career ambitions. We pledge to make Prudential a place where you can Connect, Grow, and Succeed.

This role requires an individual with a good understanding of IT infrastructure & applications. The candidate plays a pivotal role in ensuring the smooth operations of an organizations IT systems. Must be able to operate as a team being responsible for a 24/7 operations. Provide his/her analytical and technology experience during the shift ensuring operations are delivered according to SLA with an emphasis to user experience. Being a member of the GICC team, he/she will be the first pair of eyes which focuses on responding to systems availability alerts that could impact end user experience. Team will work on monitoring & advance observability towards early detection mitigating business impacts caused by IT systems.

Key Responsibilities

• Continuous monitoring of IT systems to detect and resolve issues and ensuring system operations are optimized for performance and availability.
• They must be adept in managing hardware, software, network, and server administration.
• Respond to monitoring alerts/events affecting systems availability based on standard operating procedures.
• Expected to conduct regular system audits and execute troubleshooting.
• Escalate issues to next level support teams when determined necessary.
• Capture learning and update standard operating procedures for all issues that was escalated where resolution steps can be executed by the team.
• Ensure alerts & events are escalated as incidents to the correct support group in a timely and efficient manner.
• Ensure to complete all training related to latest updates on SOP, Runbooks, Knowledge Base, technologies & tools required for the role.
• Ensure adherence to standard operating procedures & compliance with company policies & guidelines.
• Provide feedback to Tools and Technology teams where opportunity to enhance monitoring abilities are identified.
• Collaborate with other teams within the organization to resolve complex incidents and improve processes.
• Actively participate in activities which reduce the risk of recurring incidents such as Problem Management forums.
• Generate & review reports regularly related to teams’ performance, incident trends, and client satisfaction metrics.
• Takes accountability in considering business & regulatory compliance associated risk ensuring sufficient actions are in place to mitigate them.
• Maintains awareness of industry trends on regulatory compliance, emerging threats and technologies

Job Requirements

• Requires a blend of technical skills, including a good understanding of operating systems, enterprise hardware, applications, and security standards.
• Good understanding of infrastructure-as-a-service (IaaS) cloud computing operations (Azure/Google)
• Previous experience within roles as an Infrastructure Monitoring Engineer or Application Monitoring Engineer will be preferred.
• Good to have strong knowledge in Networking technologies
• Effective communication and organizational skills are essential, as the candidate will often collaborate with other IT professionals and provide technical support.
• Highly technical and analytical, possessing 2 or more years of progressive technology delivery
• Tertiary qualification in Information Technology, Computer Science or related fields.

• ITIL Foundation and above certification is Preferred.

• Must possess practical knowledge and experience on ITIL Incident Management, Problem Management & Change Management

• Must be able to work with various stakeholders in managing expectations and delivering business outcomes.

• The applicant should possess the following qualities:

• Self-motivated individual that possesses excellent time management and organizational skills.

• Strong cross-functional collaboration skills, relationship building skills, and ability to achieve results without direct reporting relationships.

• Strong sense of personal responsibility and accountability for delivering high quality work, both personally and at a team level.

• Capable of maintaining composure in a difficult or stressful situation to derive at the most logical and favorable outcome.

• Pro-active and highly driven with ability to multi-task and perform in a fast-paced environment.

• Highly Passionate and self-motivated. Will be a positive influence on his/her co-worker.

• Perseverance and endurance are required. Never give up attitude, takes pride in quality and seeing it through.

• Can deliver high quality output and employs prioritization and agility effectively.

Qualifications:

• Bachelor’s degree in computer science, Information Technology, or related field.
• Relevant certifications (ITIL, Azure, Google Cloud, Microsoft, Linux, CCNA) will be an advantage.
• A least 2 year of experience in a Command Centre environment will be a plus
• Strong knowledge of IT application, infrastructure & cybersecurity

Working Hours

Candidate will be rostered to work in shifts where the team provides a 24x7x365 coverage.

The candidate will support the enterprise across all business units and must be able to adjust working hours as required.

Travel

Traveling may be needed to support business teams with audit activities and is expected to be but not limited <10%

Hiring Basis

Permanent role.

Prudential is an equal opportunity employer. We provide equality of opportunity of benefits for all who apply and who perform work for our organisation irrespective of sex, race, age, ethnic origin, educational, social and cultural background, marital status, pregnancy and maternity, religion or belief, disability or part-time / fixed-term work, or any other status protected by applicable law. We encourage the same standards from our recruitment and third-party suppliers taking into account the context of grade, job and location. We also allow for reasonable adjustments to support people with individual physical or mental health requirements.