Description
We are looking for a Head Support and Infrastructure to oversee: technical operations and support engineering processes; service management, including incident management and supervising the helpdesk team; and end user services and infrastructure, including asset management and budgeting. This person needs to coach and run a high-performance team that works across functions to respond to incidents and provide the critical feedback loop to improve system supportability. You will also have a dual-hat role to supervise the end-user services team.
About Our Team
Chubb, an internationally recognized global provider of insurance products, specializes in property and casualty, accident and health, reinsurance, and life insurance. Chubb Life Thailand operates the company's life insurance business in the Thailand market, an important and growing part of Chubb's APAC portfolio.
We are building a dynamic tech team that will drive the future of insurance. Our primary goal is to create a seamless connection between customers, agents, and partners across the entire insurance product lifecycle. We pride ourselves in being a flat organization that places immense value on innovative ideas, technical expertise, attention to detail, and personal initiative. If you're thrilled by this prospect, we'd love to hear from you!
Responsibilities
Support Engineering
- Overseeing the daily operations, service management, including incident management, of the IT department and ensuring that systems and networks are running smoothly.
- Supervise, coach, and manage the Support Engineering team. Implement service and incident management practices, meet service level agreements (SLAs).
- Analyze incident and alerts data, recommend, influence, and oversee development changes to improve system supportability. Act as a stakeholder to software engineering teams.
- Develop and implementing policies, procedures, and processes to improve IT operations and increase efficiency and productivity.
- Manage support vendors and service providers to ensure that the organization's technology needs are met.
- Ensuring that the organization's IT policies and procedures are up to date and compliant with Group / industry standards and company regulations.
- Research ongoing technology developments and identify opportunities to leverage them to improve the company's business and technical operations.
- Assess system performance and recommend improvements
- Plan and manage IT Business Continuity and Disaster Recovery efforts.
End User Services
- Manage end user support team (IT helpdesk) to meet committed service level agreements.
- Work with Global teams on policy and governance to approve and setup tools for tech team productivity.
- Manage IT assets, budgets, and procurement. Ensure procurement process are in line with the organization's policy.
Requirements
- Bachelor's or Master's degree in Computer Engineering, Information Technology, or a related field, or equivalent work experience.
- 8+ years experience in an IT-related field, with 4+ years of experience in IT operations and 4+ years of management experience.
- Experience supervising a support engineering team, with strong leadership skills to coach teams and drive performance.
- Incident management and executive stakeholder management experience; excellent spoken and written communication skills.
- Experience with system installation, configuration, and analysis. Technical proficiency and knowledge of common IT infrastructure, cyber security requirements, networks, and systems to effectively manage and troubleshoot issues.
- Experience investigating and solving problems with common support tools, including: API clients (e.g., Postman), centralized logs (e.g., ELK, Grafana), application performance monitoring (e.g., Azure Monitor, Azure Application Insights, New Relic), and service management (e.g., ServiceNow, JIRA Service Desk). All specific applications are provided as examples only; we are interested in general systems experience.
- Excellent communication skills to effectively interact with team members, senior management, and other stakeholders.
- ITIL Certification preferred.
- Fluent in English (equivalent to IELTS 7.0, CEFR C1, or TOEFL 94); excellent spoken and written communication to effectively work with senior management from a global team.
- (non-Thai candidates) Basic Thai listening proficiency. Experience supervising and working with a Thai-speaking team.
