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

The Lead Analyst, Operations (Functional) is responsible for providing first-line support to AIA's Business Users across various countries. This role plays a crucial part in ensuring efficient incident resolution and service request management within the organization.

In this position, you will engage with users at all levels to address their issues and queries, ensuring a smooth operational flow. You will be part of a dynamic team that supports group applications such as SAP, Power Platform, and Investment IT, focusing on delivering timely resolutions and maintaining high service standards.

Key Responsibilities:

• Interact with users to understand and log information for service requests and incident resolution.
• Perform troubleshooting and provide resolutions within the Service Level Agreement.
• Liaise with Team Lead or Manager on escalations and reporting.
• Manage incident investigation and diagnosis effectively.
• Communicate accurately with users regarding their incidents and requests.
• Follow up on outstanding tickets until closure.
• Maintain operational documentation and generate monthly SLA dashboards.
• Seek process improvements or system enhancements independently.