Lead Analyst, Operations

We are looking for a Lead Analyst, Operations to shape a better tomorrow and help millions of people across Asia-Pacific live Healthier, Longer, Better Lives. The role involves providing solutions, escalating incidents, and developing a comprehensive understanding of our broader SAP ecosystem.

Requirements

• First point of contact to respond to queries from AIA’s Business Users
• Responsible for interacting with users on a day-to-day basis
• Perform investigation and diagnosis of incidents with references to existing knowledgebase
• Provide solutions or workarounds to users to resolve tickets within stipulated Service Level Agreement (SLA)
• Escalate Incident and Service Request tickets which are unable to be resolved to appropriate next-level resolver group
• Supports the implementation of SAP FICO modules
• Develops a comprehensive understanding of our broader SAP ecosystem
• Works closely with business departments to understand their requirements and recommend process improvements within SAP