Production Support Analyst
American International Group, Inc.
Makati City
15d ago

Functional Area :

IT - Information TechnologyEstimated Travel Percentage (%) : No TravelRelocation Provided : NoAIG Shared Services Corporation

Your future team

Our technology teams collaborate with their worldwide colleagues and partners every day to take on the challenges of providing IT support to one of the world’s leading financial services firm.

We’re people who believe that with the right values and hard work, anything is possible. We know that if we’re at our best, that enables our customers to be their best and realize their dreams and hoped for successes.

The Information Technology group provides enterprise-wide IT solutions for all of AIG’s specialized disciplines. Technology provides strategic and procedural support in all of AIG’s specialized disciplines, such as policy issuance, premium collection, claims handling, and administration.

It enables AIG to deliver business strategies through efficient world-class IT and operations services, while ensuring the necessary IT risk management and security measures are in place.

Your contribution at AIG

As an influencer at AIG, people come to you as a go-to source for help and support because of your deep knowledge and expertise.

As a more experienced team member, you are capable of driving continual improvement and impacting the way that things get done.

Because of your influence, whether direct or indirect, we are able to deliver powerful outcomes for our clients.

  • Provide first line of investigation, diagnosis, validation and triage of production issues to reduce impact time.
  • Escalate as needed to Tier II (Travel Guard IT and / or AIG Infrastructure teams)
  • Issue outage notifications, open internal trouble tickets as required
  • Monitor scheduled jobs and other scheduled tasks to ensure proper execution and resolution of issues for failed jobs
  • Execution and maintenance of PSUPP storyboards to ensure proper application response
  • Assist with any necessary testing following planned or unplanned change / maintenance work
  • Perform shift turnover and notify team members of major events and unresolved issues
  • Responsible for making suggestions and improvements to the existing monitoring processes
  • Develop monitoring dashboards and reports o Development and deployment of monitoring templates and scripts
  • Design / develop / manage scripts and utilities to support monitoring requirements
  • Develop and maintain PSUPP Monitoring policies, procedures and tools
  • Assist customers during PSUPP Support team off hours (weekends and holidays)
  • Create knowledge base articles to improve handling and resolution time of incidents
  • Maintain a shift log of activities and events that occurred during the shift
  • What we are looking for

  • Has at least 2 years of production support experience
  • Has application and infrastructure support experience
  • It has been and will continue to be the policy of American International Group, Inc., its subsidiaries and affiliates to be an Equal Opportunity Employer.

    We provide equal opportunity to all qualified individuals regardless of race, color, religion, age, gender, gender expression, national origin, veteran status, disability or any other legally protected categories.

    At AIG, we believe that diversity and inclusion are critical to our future and our mission creating a foundation for a creative workplace that leads to innovation, growth, and profitability.

    Through a wide variety of programs and initiatives, we invest in each employee, seeking to ensure that our people are not only respected as individuals, but also truly valued for their unique perspectives.

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