Lead Analyst, IT Operation Support

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+ 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

The IT Operation Support Centre Lead Analyst is responsible for leading the coordination and responding to all incidents and service requests pertaining to Group and Local BU data centre management and cloud managed services. This role involves ensuring 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. The ideal candidate will combine basic technical expertise with analytical skills to enhance service delivery and contribute to continuous improvement initiatives.

Roles and Responsibilities

Incident and Request Management

• 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 request in alignment with SLA standards.
• Provide timely updates to users on the status and resolution/fulfilment of their incident/requests.

User Support and Service Excellence

Deliver a high-quality customer experience by ensuring all communications are professional and user-centric.

Data Mining and Analytics

• 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.

Communication Requirements

Excellent command of spoken and written English to allow communication with all levels of stakeholders, management and ability to deliver written reports and verbal updates to mid level management

Preferred Job Requirements

Experience:

• 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 ie. ServiceNow, BMC etc
• Diploma in Business IT or Computing
• Able to work on shift 24/7
• 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

Special skills

• Ability to demonstrate independent leadership, judgment, and decision making.
• Ability to adjust to multiple and changing priorities, remaining flexible, open, and collaborative.
• Ability to create and maintain cooperative working relationships with internal and external stakeholders at all levels.
• Excellent analytical and communication skills to understand business context; and enquire, counsel, and present solutions in an understandable and simple manner.
• Be a self-starter and possess the confidence and skills to operate with and enjoy a high degree of autonomy.

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.