Bring your career aspirations to life with AIA!

First point of contact to respond to queries from AIA’s Business Users and to provide solutions.

Interacting with users on a day-to-day basis, to understand and log all necessary information required to fulfill service requests, resolve incidents, track problems and manage changes / defects in a timely manner.

Roles and Responsibilities

• Perform BAU Activities – Incident and Service Request:
  • Perform diagnosis / investigation / troubleshooting.
  • Perform configuration changes/ fixes or work closely with vendors where necessary to resolve incident.
  • Respond to alerts and perform corresponding investigation / troubleshooting
  • Update knowledge base after incident resolved when necessary
• Perform BAU Activities – Change Request:
  • Develop & update Change Scope Analysis (CSA) and documentation (i.e. Functional Specification Documentation (FSD)).
  • Perform configuration / code changes & Unit Test (including coordination with 3rd party where necessary).
  • Prepare test scenarios & acceptance criteria.
  • Inform on readiness for Regression Test / Production deployment
  • Prepare, submit & review Change Deployment Template.
  • Close ticket upon successful Production deployment OR Close ticket upon receiving successful-deployment-confirmation from Integration Manager.
• Perform BAU activities as per defined in accordance to operational policy (i.e. Complexity Matrix, Standard Operating Procedure) which are generally of moderate to complex scenarios.
• Positive collaboration with all stakeholders on BAU related matters.
• May require short term travel, standby and shift arrangements.
• Supporting Team Manager on work assignments as per required.

Financial and Non-Financial Measures:

Financial:

• N/A.

Non-financial:

• SLA statistics of Service Request and Incidents for assigned tickets.
• Production Change Request delivery as per agreed timeline.
• Compliance and adherence to policy and procedures.

Communication Requirements

Internal:

• Work closely with AIA IT and vendors to ensure that incident, problem, change, service request tickets and defects are handled in a timely and efficient manner.
• This requires a strong sense of urgency to work with different teams, cutting across Applications to Infrastructure, to ensure that all parties fulfill and resolve the tickets within Service Level Agreement.
• It is also crucial to liaise with users across numerous regions and time zones to ensure proper communications is disseminated and expectations of users are managed.

External:

• Work closely with 3rd party vendors related to EGRC services where required.

Minimum Job Requirements:

Education

• Bachelor Degree in IT related or equivalent disciplines.

Experience

• 4 to 5 years of exposure in IT systems support preferably in a shared services environment is required.
• Knowledge and experience in SQL (i.e. Microsoft SQL) with the ability to create, modify and troubleshooting SQL queries is required.
• Experience in configuring and supporting out of the box applications is required. Governance, Risk & Compliance software (preferably BWise) would be an added advantage.
• Experience of a programming language is required. Knowledge in Java, CSS programming would be an added advantage.
• Experience in developing Business Intelligence reporting tools (e.g. Business Objects), and Pentaho Data Integration would be an added advantage.
• Solid technical background with an ability to give instructions to a non-technical audience.

Practical Skills/ Abilities

• Understanding of ITIL processes, especially Incident, Problem, Change Management and Service Request Fulfilment.
• Sound understanding of SDLC and Defect Management
• Good knowledge of IT Service Operations, SDLC and defect management.
• Customer-service oriented with a problem-solving attitude.
• High degree of logical, analytical, & communication skills.
• Strong command of English, written and oral.
• Experience working in Asia countries are added advantage.
• Strong ethics, loyalty and understanding of inclusiveness.
• Proven ability to multitask and metrics driven.
• Demonstrated conflict resolution skills.

Certifications/licenses

• Certification as a BWise Functional Administrator would be an added advantage.

Reporting Structure and Supervisory / Managerial Responsibilities

• N/A.

Build a career with us as we help our customers and the community live healthier, longer, better lives.

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