At AIA we’ve started an exciting movement to create a healthier, more sustainable future for everyone.

As pioneering innovators for over 100 years, we’re now transforming our organisation to be faster, simpler and more connected. Because we want to be even better equipped to develop digital solutions and experiences that help more people live Healthier, Longer, Better Lives.

To get there, we need people with tech/digital/analytics expertise and passion to help develop positive, sustainable change through digitally enhanced experiences that will impact the lives of millions of people and create a healthier future for everyone.

If you believe in developing a better tomorrow, read on. 

About the Role

Responsible for managing the team to ensure that all support or service requests are dealt with according to the agreed procedures whilst managing external providers with the technical support for the software application.

Manage life cycle of incidents including communication, investigation, and resolution.Manage S2, S1 Incidents, Coordinate with vendors, HD team and relevant parties to find solution within SLA.Develop knowledge base articles for use within the support organizationDocument known issues, potential workarounds, mitigation steps, and improvements.Work with Operations, vendors, BU, and other support teams to establish proper support model and escalation.Monitor and facilitate adherence to documented application Operation Level Agreements (OLAs) and Service Level Agreements (SLAs) and enable efficient reporting of ITIL-based metrics.General Technology Operations management.Creates test cases to perform UAT and post product validation for system changes.Submitting and managing Service Now tickets.Handle escalations from the support team on an As Needed basis.

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.