Lead Analyst, IT Operation Support

AIA Digital+ is seeking a Lead Analyst, IT Operation Support to lead the coordination and respond to incidents and service requests related to Group and Local BU data centre management and cloud managed services.

The successful candidate will ensure timely resolution and fulfilment of technical issues while maintaining high levels of customer satisfaction. Additionally, the analyst will conduct data mining and perform analytics to understand user behaviours, identify trends, and generate actionable insights to support management decision-making.

Responsibilities:

• Serve as the first point of contact for incidents and service requests related to data centre and cloud services.
• Log, categorize, prioritize, and assign incidents and requests in alignment with SLA standards.
• Provide timely updates to users on the status and resolution/fulfilment of their incident/requests.
• Deliver a high-quality customer experience by ensuring all communications are professional and user-centric.
• Collect data related to user interactions, incidents, and service requests.
• Analyse and consolidate data related to user interactions, incidents, and service requests.
• Identify patterns, trends, and root causes to understand user behaviour and system performance.
• Develop dashboards and reports to present insights to stakeholders.

Requirements:

• 2+ years relevant experience in managing large enterprise technology Service Management functions, Customer Service or Service Desk.
• 1+ years relevant experience in using ITSM tools (e.g. ServiceNow, BMC).
• Diploma in Business IT or Computing.
• Excellent command of spoken and written English.
• Ability to work on shift 24/7.

Preferred Requirements:

• Demonstrable track of IT Service Management processes implementation and transformation and enterprise scale.
• Good understanding and proven experience in ITSM implementation in a multi-site environment.
• Proven experience plus qualification in ITIL.
• Sound understanding of IT operating model design and best practices.
• Sound experience in using MS Teams.
• Ability to demonstrate independent leadership, judgment, and decision making.
• Ability to adjust to multiple and changing priorities, remaining flexible, open, and collaborative.