Assistant Manager, EUS Operations

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 incumbent will be responsible for EUS support of services as well as projects undertaken by the EUS Support Services at AIA. This role requires incumbent with good technical background, project management, people management, vendor management and contract administration skills.

Act as a L1 service desk support to provide day to day technology operation support to end users for GO.* Must be able to work the hours of open shift.

• 1st line support: troubleshooting of IT related problems.
  
• Escalate unresolved issues / requests to the next level.
  
• A knowledge of ServiceNow is preferred or similar ticketing system.
  
• Keep track and update all taken actions and information into the ticketing system in a timely manner.
  
• Take ownership of user�s problem, follow up the status of problems on behalf of the user and communicate the status to user in a timely manner.
  
• Maintain Knowledge base to ensure all information is up-to-date.
  
• To maintain a high degree of customer service for all support queries.
  
• Experience in remote assistance tools, such as TEAMS & RDP Responsible on managing end user online request forms.
  
• Manage operation as well as new scope transition to internal team.
  
• Review and updating of transition process, plan knowledge transfer (KT) session for team member.
  
• Work with the various team to manage and review the feedback/incidents and ensure corrective action and necessary follow-up.
  
• Work closely with internal departments and external vendors to coordinate operations, compliances and collaborative partnerships
  
• Any other duties as specified by the supervisor