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 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.
• To 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.
Unleash your potential and join us now!As first line application support (Level 1) to group enterprise applications - SAP, IVT, Power platform,.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 raise recurring Incidents which are similar in nature and looking for permanent fix under Problem Management.Raise Incident and Service Request tickets which are unable to be resolved to appropriate next-level resolver group.Raise Major-Incident to Team Lead & Manager (Crisis Management).Raise 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.Managed Vendor on ticket handling, resolution & knowledge capability.Maintain operation manual and related procedures.Generate monthly SLA dashboards.Perform annual user recertification.
Attractive benefits provided :-
Medical insurance
Work life balance
Hybrid working arrangement
Learning & development
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.