Lead Analyst, Operations (Functional) – AIA Malaysia (Insurance)

The Lead Analyst, Operations role involves supporting and resolving issues for AIA's Business Users across Asia-Pacific, serving as the first point of contact for service requests and incident management. The position requires interaction with users at various levels, troubleshooting, and coordination with team leads and vendors to ensure effective service delivery and continuous improvement of technology solutions.

The role involves being the first point of contact to respond to issues and queries from AIA's Business Users across different countries. Responsibilities include interacting with users at all levels to understand and log information for service requests and incident resolution, performing troubleshooting, providing resolutions within the Service Level Agreement, and liaising with Team Lead or Manager on escalations, reporting, new application rollouts, Knowledge Transfer, and other queries. This position supports group applications such as SAP, Power Platform, and Investment IT at Level 1 and Level 2, manages incident investigation and diagnosis, communicates accurately with users, escalates incidents and requests as necessary, follows up on outstanding tickets until closure, manages vendor relationships on ticket handling and knowledge, maintains operation manuals and procedures, generates monthly SLA dashboards, performs annual user recertification, seeks process improvements or system enhancements, and handles assigned tasks independently.