Lead Analyst, Operations

Are you ready to shape a better tomorrow? AIA Digital+ is a Technology, Digital and Analytics innovation hub dedicated to powering AIA to be more efficient, connected and innovative as it fulfils its Purpose to help millions of people across Asia-Pacific live Healthier, Longer, Better Lives. If you are hungry and driven to play an active role in shaping a better tomorrow, we want to hear from you. Because the work we do at AIA Digital+ makes a difference in the lives of millions of people, every day. We will equip you with the critical skills, tools and technology, and endless opportunities to learn, contribute and thrive in a dynamic and exciting environment. If you want to shape a brighter future at AIA Digital+, please read on. About the Role • First point of contact to respond to queries from AIA’s Business Users and to provide solutions based on existing knowledge base/ Admin guide. • Responsible for interacting with users 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. Roles & Responsibilities • Act as the first line of support, responsible for communicating with users to understand, log, categorize and prioritize Incidents & Service Requests (SR) accurately. • Perform investigation and diagnosis of incidents with references to existing knowledgebase/ problem management/ list of known errors. • Provide solutions or workarounds to users to resolve tickets within stipulated Service Level Agreement (SLA). • Highlight and escalate recurring Incidents which are similar in nature. • Escalate Incident and Service Request tickets which are unable to be resolved to appropriate next-level resolver group. • Escalate and highlight Incidents that are at risk of breaching SLA to Team Lead. • Closely follow up with outstanding Incidents and Service Requests up till closure. • Provides specialized expertise in Power Platform. • Supports the implementation of Power Platform systems. • Works closely with business departments to understand their requirements and recommend process improvements within Group Application, providing high-quality deliverables Minimum Job Requirements Education • Bachelor’s degree in IT or a related field is required or other relevant discipline. Experience • Experience using ITSM tools (i.e. Ticketing Tools) will be added advantage. • Power Platform Certifications will be added advantage. • Strong understanding of Power Platform function. • Ability to troubleshoot and resolve Power Platform related issues. Language skills • Fluent in spoken and written English is a must. Technical skills • Microsoft Office • Power Platform • Programming languages: JavaScript, React, and JSON (added advantage) Special skills • SLA familiarity and performance driven work culture. • Excellent interpersonal skills to rapidly develop robust relationships across all key stakeholders. • Ability to diagnose and resolve basic technical issues. • Good communication and presentation skills. • Resourceful, independent and result oriented. • A good team player and keen to learn. • Proactive. Build a career with us as we help our customers and the community live healthier, longer, better lives. You must provide all requested information, including Personal Data, to be considered for this career opportunity. Failure to provide such information may influence the processing and outcome of your application. You are responsible for ensuring that the information you submit is accurate and up-to-date.