Lead Analyst, IT Operation Support

AIA Hong Kong and Macau; Kuala Lumpur; On-site; MYR 120,000 - 180,000; Full time

Job summary

AIA is seeking an IT Operation Support Centre Lead Analyst in Asia-Pacific to coordinate incidents, service requests, and data centre/cloud services. You will log, prioritize, and drive timely resolution while keeping users informed and engaged with clear updates.

The role requires data mining, analytics, dashboard creation, and strong English communication to support management decisions and continuous improvement across the IT operations landscape.

Qualifications

• Candidates should have IT service management experience and ITIL certification.
• Experience in incident, request and problem management with strong communication.
• Ability to analyze data, generate dashboards and present insights to stakeholders.

Responsibilities

• Lead incidents and service requests across data centre and cloud environments.
• Maintain high customer satisfaction through professional, user-centered communication.
• Develop dashboards and analytics to support decisions and improve service delivery.

Skills

ITIL

Service Management

Data analytics

Stakeholder communication

Education

Diploma in Information Technology

Tools

ServiceNow

BMC Helix

MS Teams

Job description

Are you ready to shape a better tomorrow? 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

1. 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.
2. User Support and Service Excellence Deliver a high-quality customer experience by ensuring all communications are professional and user-centric.
3. 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 24/6 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. At AIA we’ve started an exciting movement to create a healthier, more sustainable future for everyone. It's about finding new ways to not only better people's lives, but to better the communities and environments we live in. As the largest listed company on the Hong Kong Stock Exchange, we’ve been proudly making a difference for people and communities across Asia for over a century. And we build on this every day with our ambition to engage one billion people to live Healthier, Longer, Better Lives by 2030. If you work at AIA, you play an important part in this movement. Which is why we give you every opportunity to learn, grow and shape your career - your way. Inspiring and supporting you to thrive - not just at work, but in life. Believe in better with AIA. Bring your difference to AIA