IT Operations Lead — Incident & Analytics

AIA; Kuala Lumpur; On-site; MYR 60,000 - 90,000; Full time

Job summary

AIA Digital+ invites applications for an IT Operation Support Centre Lead Analyst role in Kuala Lumpur, Malaysia. You will coordinate incident and service requests across data centre and cloud services, driving timely resolutions and maintaining customer satisfaction.

The role combines data mining and analytics to identify trends and improvement opportunities, with a strong emphasis on stakeholder communication and service excellence.

Qualifications

• Diploma in Business IT or Computing is required or equivalent.
• 2+ years in managing enterprise tech Service Management, Service Desk or Customer Service.
• Experience with ITSM tools (ServiceNow, BMC) and ITIL knowledge preferred.

Responsibilities

• Incident and Request Management: log, categorize, prioritize and track incidents per SLA.
• User Support: deliver professional, user-centric communications and updates.

Skills

Service Management

Customer Service

ITSM Tools

ITIL

MS Teams

24/7 Shift

Education

Diploma in Business IT or Computing

Tools

ServiceNow

BMC

MS Teams

Job description

AIA Digital+ invites applications for an IT Operation Support Centre Lead Analyst role in Kuala Lumpur, Malaysia. You will coordinate incident and service requests across data centre and cloud services, driving timely resolutions and maintaining customer satisfaction.

The role combines data mining and analytics to identify trends and improvement opportunities, with a strong emphasis on stakeholder communication and service excellence.