Cloud Operations Analyst at AIA

📍 Job Overview

Job Title: Cloud Operations Analyst
Company: AIA
Location: Makati, Philippines
Job Type: Full-time
Category: IT & Software
Date Posted: 2025-06-23

🚀 Role Summary

Manage IT Infrastructure: Oversee the day-to-day operations of AIA's IT infrastructure, ensuring high availability, performance, and security.
Technical Support: Provide on-site and remote technical support to AIA's internal users, troubleshooting hardware and software issues.
Collaboration: Work closely with cross-functional teams to ensure IT infrastructure aligns with business needs and strategic objectives.
Problem-Solving: Identify, diagnose, and resolve complex technical issues, driving continuous improvement in IT services.

📝 Enhancement Note: This role requires a strong technical background and excellent problem-solving skills. Familiarity with cloud infrastructure, network management, and IT service desk processes is essential.

💻 Primary Responsibilities

IT Infrastructure Management: Monitor and maintain IT infrastructure, including servers, networks, and storage systems.
Hardware & Software Support: Configure, install, maintain, and upgrade computer hardware and software, ensuring optimal performance and security.
Incident & Problem Management: Troubleshoot and resolve technical incidents and problems, minimizing downtime and service disruption.
Change & Release Management: Collaborate with stakeholders to manage changes and releases, ensuring minimal impact on IT services.
Documentation & Knowledge Management: Maintain accurate and up-to-date documentation, capturing institutional knowledge and best practices.

📝 Enhancement Note: This role requires a proactive approach to IT management, with a focus on preventing issues before they occur and driving continuous improvement in IT services.

🎓 Skills & Qualifications

Education: A bachelor's degree in Computer Science, Information Technology, or a related field. Relevant certifications (e.g., ITIL, CompTIA A+, Network+) are a plus.

Experience: Proven experience in IT operations, IT service management, or a related role. Familiarity with cloud infrastructure (e.g., AWS, Azure, Google Cloud) is highly desirable.

Required Skills:

Strong technical background in IT infrastructure, hardware, and software.
Proven experience in IT service desk processes and incident management.
Excellent problem-solving skills, with a proactive approach to IT management.
Strong communication and collaboration skills, with the ability to work effectively with cross-functional teams.
Proficiency in English, with strong written and verbal communication skills.

Preferred Skills:

Familiarity with ITIL framework and best practices.
Experience with cloud infrastructure and services.
Knowledge of IT service management tools (e.g., ServiceNow, BMC Remedy).
Familiarity with Agile methodologies and DevOps practices.

📝 Enhancement Note: Candidates with experience in cloud migration, hybrid IT environments, and IT service automation will be highly sought after for this role.

📊 Web Portfolio & Project Requirements

Portfolio Essentials:

Demonstrate experience in IT infrastructure management, highlighting your ability to monitor, maintain, and optimize IT services.
Showcase your problem-solving skills through case studies or examples of complex technical issues you've resolved.
Highlight your experience with IT service desk processes, incident management, and change management.
Include any relevant certifications or training in IT infrastructure, cloud services, or IT service management.

Technical Documentation:

Provide documentation on IT infrastructure design, including network diagrams, server configurations, and storage solutions.
Include process documentation on IT service desk processes, incident management, and change management.
Demonstrate your ability to capture institutional knowledge and best practices through well-structured and comprehensive documentation.

📝 Enhancement Note: Candidates should tailor their portfolio to highlight their experience in IT infrastructure management, problem-solving, and IT service desk processes. Include any relevant metrics or success stories that demonstrate the impact of your work on IT service performance and availability.

💵 Compensation & Benefits

Salary Range: PHP 45,000 - 60,000 per month (based on experience and qualifications)

Benefits:

Health insurance coverage for employee and dependents
Life and accident insurance
Retirement benefits (GSIS/SSS)
Paid leave (vacation, sick, and maternity/paternity leave)
Employee assistance program
Training and development opportunities

Working Hours: 40 hours per week, with flexible working hours and remote work options available.

📝 Enhancement Note: The salary range provided is based on market research and industry standards for IT operations roles in the Philippines. AIA offers a competitive benefits package, including health insurance, retirement benefits, and training and development opportunities.

🎯 Team & Company Context

🏢 Company Culture

Industry: AIA is a leading life insurance company in the Asia-Pacific region, with a strong focus on digital innovation and customer experience.

Company Size: AIA has a large IT team, with opportunities for career growth and development. The company fosters a collaborative and inclusive work environment, with a strong focus on continuous learning and improvement.

Founded: AIA was founded in 1919 and has since grown to become one of the largest life insurance companies in the world, with operations in 18 markets across Asia-Pacific.

Team Structure:

The IT team is organized into several departments, including IT Operations, IT Infrastructure, IT Security, and IT Application Development.
The IT Operations department is responsible for managing IT infrastructure, providing technical support, and ensuring high availability and performance of IT services.
The IT Infrastructure department is responsible for designing, implementing, and maintaining IT infrastructure, including servers, networks, and storage systems.

Development Methodology:

AIA follows ITIL best practices for IT service management, with a focus on incident, problem, change, and release management.
The company also follows Agile methodologies for software development, with a focus on continuous improvement and customer value.
AIA encourages a culture of innovation and experimentation, with a strong focus on emerging technologies and digital transformation.

Company Website: https://www.aia.com/

📝 Enhancement Note: AIA's IT team is organized into several departments, with a strong focus on collaboration and cross-functional collaboration. The company follows ITIL best practices for IT service management and Agile methodologies for software development.

📈 Career & Growth Analysis

IT Operations Career Level: This role is an entry-level to mid-level position in IT operations, with opportunities for career growth and development.

Reporting Structure: The Cloud Operations Analyst reports directly to the IT Operations Manager, who is responsible for managing the IT Operations department and ensuring high availability and performance of IT services.

Technical Impact: The Cloud Operations Analyst plays a critical role in ensuring high availability and performance of IT services, with a direct impact on business operations and customer experience.

Growth Opportunities:

IT Infrastructure Specialist: With experience in IT infrastructure management, the Cloud Operations Analyst may progress to an IT Infrastructure Specialist role, with a focus on designing, implementing, and maintaining IT infrastructure.
IT Service Desk Manager: With experience in IT service desk processes and incident management, the Cloud Operations Analyst may progress to an IT Service Desk Manager role, with a focus on managing the IT service desk and ensuring high customer satisfaction.
IT Operations Manager: With experience in IT operations management, the Cloud Operations Analyst may progress to an IT Operations Manager role, with a focus on managing the IT Operations department and ensuring high availability and performance of IT services.

📝 Enhancement Note: The Cloud Operations Analyst role offers opportunities for career growth and development within the IT operations function. With experience and strong performance, candidates may progress to roles with increased responsibility and technical impact.

🌐 Work Environment

Office Type: AIA's Makati office is a modern, collaborative workspace with state-of-the-art technology and amenities.

Office Location(s): Makati, Philippines

Workspace Context:

Collaboration: The office features open-plan workspaces, encouraging collaboration and knowledge sharing among team members.
Technology: The office is equipped with the latest technology, including high-speed internet, modern hardware, and software tools.
Flexibility: The office offers flexible working arrangements, including remote work options and flexible hours.

Work Schedule: The work schedule is typically Monday to Friday, 8:30 AM to 5:30 PM, with flexible working hours and remote work options available.

📝 Enhancement Note: AIA's Makati office is a modern, collaborative workspace with state-of-the-art technology and amenities. The office offers flexible working arrangements, including remote work options and flexible hours.

📄 Application & Technical Interview Process

Interview Process:

Phone/Video Screen: A brief phone or video call to discuss your qualifications, experience, and career goals.
Technical Assessment: A hands-on assessment to evaluate your technical skills in IT infrastructure management, incident management, and problem-solving.
Behavioral Interview: A structured interview to assess your communication skills, problem-solving abilities, and cultural fit with AIA.
Final Interview: A final interview with the hiring manager to discuss your qualifications, experience, and career aspirations.

Portfolio Review Tips:

Highlight your experience in IT infrastructure management, incident management, and problem-solving.
Include case studies or examples of complex technical issues you've resolved, demonstrating your ability to diagnose and resolve technical problems.
Showcase your ability to capture institutional knowledge and best practices through well-structured and comprehensive documentation.

Technical Challenge Preparation:

Brush up on your knowledge of IT infrastructure, hardware, and software.
Familiarize yourself with IT service desk processes, incident management, and change management.
Prepare for hands-on assessments that evaluate your technical skills in IT infrastructure management, incident management, and problem-solving.

ATS Keywords: (Organized by category)

Technical Skills: IT infrastructure, hardware, software, incident management, problem-solving, ITIL, cloud services, IT service desk, change management, release management.
Soft Skills: Communication, collaboration, problem-solving, proactive, customer-focused, continuous improvement.
Industry Terms: IT operations, IT service management, ITIL, cloud services, IT service desk, incident management, change management, release management.

📝 Enhancement Note: The interview process for the Cloud Operations Analyst role includes a technical assessment and behavioral interview, with a focus on evaluating technical skills and cultural fit. Candidates should prepare for hands-on assessments that evaluate their technical skills in IT infrastructure management, incident management, and problem-solving.

🛠 Technology Stack & Web Infrastructure

IT Infrastructure: AIA's IT infrastructure includes servers, networks, and storage systems, with a focus on high availability, performance, and security.

Cloud Services: AIA leverages cloud services from major providers, including AWS, Azure, and Google Cloud, to support business operations and customer experience.

IT Service Desk: AIA uses ServiceNow as its IT service desk platform, enabling incident management, problem management, change management, and release management.

Monitoring & Logging: AIA uses a range of monitoring and logging tools, including Nagios, Zabbix, and ELK Stack, to ensure high availability and performance of IT services.

📝 Enhancement Note: AIA's IT infrastructure includes servers, networks, and storage systems, with a focus on high availability, performance, and security. The company leverages cloud services from major providers to support business operations and customer experience.

👥 Team Culture & Values

IT Operations Values:

Customer Focus: AIA's IT operations team is committed to delivering high-quality IT services that meet the needs of internal customers and support business objectives.
Proactivity: The team is proactive in identifying and mitigating potential issues, minimizing downtime and service disruption.
Continuous Improvement: AIA's IT operations team is committed to continuous improvement, with a focus on driving innovation and excellence in IT services.
Collaboration: The team works closely with cross-functional teams to ensure IT infrastructure aligns with business needs and strategic objectives.

Collaboration Style:

Cross-Functional Collaboration: AIA's IT operations team works closely with cross-functional teams, including IT infrastructure, IT security, and IT application development, to ensure IT services meet business needs and support strategic objectives.
Knowledge Sharing: The team encourages knowledge sharing and collaboration, with a focus on capturing institutional knowledge and best practices.
Continuous Learning: AIA fosters a culture of continuous learning, with a focus on developing technical skills and driving innovation in IT services.

📝 Enhancement Note: AIA's IT operations team is committed to delivering high-quality IT services that meet the needs of internal customers and support business objectives. The team is proactive, collaborative, and committed to continuous improvement.

⚡ Challenges & Growth Opportunities

Technical Challenges:

Hybrid IT Environment: AIA's IT infrastructure includes a mix of on-premises and cloud-based systems, requiring a strong understanding of both environments and the ability to manage complex hybrid IT environments.
Scalability: AIA's business is growing rapidly, requiring IT infrastructure that can scale to meet demand and support business growth.
Security: AIA's IT infrastructure must be secure, with a focus on protecting sensitive data and ensuring compliance with relevant regulations and standards.

Learning & Development Opportunities:

Cloud Services: AIA offers training and development opportunities in cloud services, with a focus on emerging technologies and best practices.
ITIL Certification: AIA supports ITIL certification, with training and development opportunities to advance knowledge and skills in IT service management.
Technical Mentoring: AIA offers technical mentoring programs, with opportunities to learn from experienced IT professionals and drive career growth and development.

📝 Enhancement Note: The Cloud Operations Analyst role presents technical challenges in managing hybrid IT environments, scalability, and security. AIA offers learning and development opportunities in cloud services, ITIL certification, and technical mentoring.

💡 Interview Preparation

Technical Questions:

IT Infrastructure: Describe your experience in IT infrastructure management, including servers, networks, and storage systems. How have you ensured high availability, performance, and security in your previous roles?
Incident Management: Walk us through a complex incident you've managed in your previous role. How did you diagnose and resolve the issue, and what steps did you take to prevent similar incidents in the future?
Problem-Solving: Describe a complex technical problem you've faced in your previous role. How did you approach the problem, and what steps did you take to resolve it?

Company & Culture Questions:

Customer Focus: How do you ensure that your IT services meet the needs of internal customers and support business objectives?
Proactivity: How do you proactively identify and mitigate potential issues in IT infrastructure, minimizing downtime and service disruption?
Continuous Improvement: How do you drive continuous improvement in IT services, with a focus on innovation and excellence?

Portfolio Presentation Strategy:

IT Infrastructure: Highlight your experience in IT infrastructure management, including servers, networks, and storage systems. Include any relevant metrics or success stories that demonstrate your ability to ensure high availability, performance, and security.
Incident Management: Walk us through a complex incident you've managed in your previous role. Include any relevant documentation or case studies that demonstrate your ability to diagnose and resolve technical problems.
Problem-Solving: Describe a complex technical problem you've faced in your previous role. Include any relevant documentation or case studies that demonstrate your ability to approach and resolve complex technical problems.

📝 Enhancement Note: The Cloud Operations Analyst interview process includes technical questions on IT infrastructure, incident management, and problem-solving, as well as company and culture questions on customer focus, proactivity, and continuous improvement. Candidates should prepare for hands-on assessments that evaluate their technical skills in IT infrastructure management, incident management, and problem-solving.

📌 Application Steps

To apply for this Cloud Operations Analyst position:

Tailor Your Resume: Highlight your experience in IT infrastructure management, incident management, and problem-solving. Include any relevant certifications or training in IT infrastructure, cloud services, or IT service management.
Prepare Your Portfolio: Showcase your experience in IT infrastructure management, incident management, and problem-solving. Include any relevant metrics or success stories that demonstrate your ability to ensure high availability, performance, and security.
Prepare for Technical Assessment: Brush up on your knowledge of IT infrastructure, hardware, and software. Familiarize yourself with IT service desk processes, incident management, and change management. Prepare for hands-on assessments that evaluate your technical skills in IT infrastructure management, incident management, and problem-solving.
Research AIA: Familiarize yourself with AIA's business, industry, and culture. Understand how IT services support business objectives and customer experience.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.

Cloud Operations Analyst