Analyst, Service Hub 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

The First point of contact to respond to queries from AIA’s Business Users / Vendors and to provide solutions based on existing knowledge base / Admin guide.

• Cross Functional Team Collaboration as and when required.
• Responsible for interacting with Business Users / Vendors 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.
• Provide and Act as the first line of support in accordance to agreed SLA
• Collaborate with team members and stakeholders to establish Business needs.
• Responsible for communicating with Business Users / Vendors to understand, log, categorize and prioritize Incidents & Service Requests (SR) accurately.
• Perform investigation and diagnosis of incidents with references to existing Knowledge Base / Problem Management / list of known errors.
• Provide solutions or workarounds to Business Users to resolve tickets within stipulated Service Level Agreement (SLA).
• Resolve escalated issue by providing guidance and resolution with collaboration of stakeholders.
• Responsible to generate and provide daily reporting to required stakeholders including ad hoc reports.
• Manage all supporting task and provide more efficient, timely and accurate information to users and as required by management on supported tickets.
• 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.
• Proactively follow up with outstanding Incidents and Service Requests towards closure
• Initiate improvement tasks whenever necessary
• Achieve audit compliance for team activities & deliverables.
• Ability to organize and prioritize teamwork effectively.

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.

#J-18808-Ljbffr