Assistant Manager, ETL Support (BAU L2 Support)

Why Us?

In AIA Digital+, we serve as AIA’s Group-led Technology, Digital & Analytics hub by evolving innovative technology to shape the future. We aim to design & develop a detailed, human centered experiences to positively impact the lives of millions of people.

Join us as a part of AIA Group today!

Position Objectives:

• Ensure end-to-end stability, reliability, and timely delivery of ETL BAU operations across all ETL modules and data pipelines, ensuring seamless data processing and availability for business consumption.

• Own ETL production support in alignment with SLAs.

• Act as operational leads in incidents and stakeholder communication.

• Requires operational ownership and decision-making.

Roles & Responsibilities:

Operational Ownership & Delivery:

• Own end-to-end ETL BAU operations, ensuring batch stability, data availability, and SLA adherence.

• Oversee execution and monitoring of Autosys batch jobs, ETL workflows, and data pipelines.

• Ensure data accuracy, completeness, reconciliation, and timely delivery for downstream business consumption.

• Proactively identify potential risks and operational weaknesses to prevent service disruption.

Incident Management & Decision Making:

• Act as incident lead for ETL production issues, including high-severity and cross-system incidents.

• Perform impact assessment and determine recovery strategies (reruns, workarounds, data correction).

• Serve as escalation point for complex issues beyond L1/L2 support.

• Oversee troubleshooting activities, ensuring accurate root cause identification and effective resolution approach.

• Conduct deep-dive investigations using SQL (T‑SQL / PL/pgSQL) to validate, trace, and correct data issues.

• Analyse end-to-end data flows and system dependencies to accurately identify root causes.

• Lead Root Cause Analysis (RCA) and ensure implementation of preventive and corrective actions.

Team Leadership & Oversight:

• Provide functional guidance and oversight to L2 ETL support team members.

• Review analysis, resolutions, and corrective actions to ensure quality and accuracy.

• Coordinate workload distribution and ensure adequate coverage during critical cycles (e.g., month-end, year-end).

• Act as a subject matter reference for complex troubleshooting and operational decisions.

Stakeholder & Communication Management:

• Act as the primary operational contact for business users and internal stakeholders on ETL-related matters.

• Provide clear, timely, and structured communication during incidents and service disruptions.

• Collaborate closely with Infrastructure, AIA Group teams, and cross-functional partners to resolve issues efficiently.

• Coordinate with external vendors and third-party providers for issue resolution and system recovery.

• Support internal and external audits by providing accurate operational evidence and responses.

Process Governance & Continuous Improvement:

• Ensure ETL operational activities comply with security, audit, and IT governance standards.

• Identify process gaps and drive continuous improvement initiatives, including automation and monitoring enhancements.

• Maintain, enhance, and enforce operational documentation such as SOPs, runbooks, and knowledge bases.

• Contribute to DR drills, validation activities, and recovery assurance processes.
  

Requirements:

Education:

• Bachelor’s Degree in Information Technology, Computer Science, or related discipline.

Experience:

• Minimum 5+ years in application support, data support, or ETL production environments.

• Demonstrated experience in:

  • End-to-end ETL production support and service ownership.

  • Incident leadership and operational decision-making.

  • Stakeholder communication during business-critical incidents.

Technical skills.

• Strong hands-on experience with ETL tools (e.g., Informatica, IBM DataStage).

• Proficiency in SQL (T‑SQL / PostgreSQL) for data investigation, validation, and correction.

• Solid understanding of:

  • Data warehouse concepts.

  • End-to-end data flows (source → transformation → target).

  • Batch scheduling tools (e.g., Autosys).

• Experience supporting ETL in cloud and distributed environments.

• Exposure to Azure data platforms (HDInsight, Synapse Analytics).

• Familiarity with Linux and Windows operating systems.

• Knowledge of ITIL processes (Incident, Problem, Change); certification is an advantage.

• Experience with DR drills and recovery validation is an advantage.

Soft Skills:

• Strong analytical and problem-solving abilities in high-pressure environments.

• Sound judgment and decision-making during time-critical incidents.

• Clear, confident communication with technical and non-technical stakeholders.

• Strong ownership mindset with accountability for service outcomes.

• Ability to guide and influence team members to achieve quality results.