We are seeking a Lead Analyst, Operations to shape a better tomorrow and make a difference in the lives of millions of people. The role involves first point of contact for issues and queries from AIA's Business Users, troubleshooting and resolving incidents, and communicating with users to understand and categorize incidents and service requests.
Requirements
- First point of contact to respond to issues and queries from AIA’s Business Users from different countries
- Responsible for interacting with users (all levels) on a day-to-day basis, to understand and log all necessary information required to fulfill service requests and resolve incidents in a timely manner
- Perform troubleshooting and to provide resolutions on the issues for the respective applications within the Service Level Agreement
- Liaise closely with Team Lead / Manager on escalation, reporting, new application rollout, Knowledge Transfer Transition, and other queries
- Perform investigation and diagnosis of incidents with references to existing knowledge base / problem management database / list of known errors
- Provide solution or workaround within stipulated Service Level Agreement
- Responsible for communicating with users to understand, categorize and prioritize Incidents & Service Requests accurately adhere to IPC Process
- Highlight and escalate recurring Incidents which are similar in nature and looking for permanent fix under Problem Management
- Escalate Incident and Service Request tickets which are unable to be resolved to appropriate next-level resolver group
- Escalate Major-Incident to Team Lead & Manager (Crisis Management)
- Escalate and highlight Incidents that are at risk of breaching
- Closely follow up on outstanding Incidents and Service Requests till closure and ensure that users are informed about their ticket status
- Provide support to Team Lead & Manager when necessary
- Managed Vendor on ticket handling, resolution & knowledge capability
- Maintain operation manual and related procedures
- Generate monthly SLA dashboards
- Perform annual user recertification
- Self-initiative such as seek for process improvement or system enhancement
- Manage to deliver and handle assigned task independently
Benefits
- Competitive salary
- Benefits package
- Opportunities for career growth and development
