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 24/7
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.
AIA Group Limited and its subsidiaries (collectively “AIA” or the “Group”) comprise the largest independent publicly listed pan-Asian life insurance group. It has a presence in 18 markets – wholly-owned branches and subsidiaries in Mainland China, Hong Kong SAR(1), Thailand, Singapore, Malaysia, Australia, Cambodia, Indonesia, Myanmar, New Zealand, the Philippines, South Korea, Sri Lanka, Taiwan (China), Vietnam, Brunei and Macau SAR(2), and a 49 per cent joint venture in India. In addition, AIA has a 24.99 per cent shareholding in China Post Life Insurance Co., Ltd.
The business that is now AIA was first established in Shanghai more than a century ago in 1919. It is a market leader in Asia (ex-Japan) based on life insurance premiums and holds leading positions across the majority of its markets. It had total assets of US$328 billion as of 30 June 2025.
AIA meets the long-term savings and protection needs of individuals by offering a range of products and services including life insurance, accident and health insurance and savings plans. The Group also provides employee benefits, credit life and pension services to corporate clients. Through an extensive network of agents, partners and employees across Asia, AIA serves the holders of more than 43 million individual policies and over 16 million participating members of group insurance schemes.
AIA Group Limited is listed on the Main Board of The Stock Exchange of Hong Kong Limited under the stock codes “1299” for HKD counter and “81299” for RMB counter with American Depositary Receipts (Level 1) traded on the over-the-counter market under the ticker symbol “AAGIY”.
(1) Hong Kong SAR refers to the Hong Kong Special Administrative Region.
(2) Macau SAR refers to the Macau Special Administrative Region.
