Service Desk Lead Analyst

The IT Operation Support Centre manager is responsible for managing 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 manager will own data mining and manage 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.

• Employment Type: Full Time/Permanent, Individual Contributor

• Location: PhilamLife Gammon Building, 126 LP Leviste Street, Salcedo Village, Makati City

• Work Schedule: 24/7 Shifting schedule

• Work Set-up: Currently in a 60% RTO work setting when Dayshift, and Work at Home when working during mid and night shift.

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.

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.

Be part of AIA Philippines's Technology Hub, AIA Digital+

We are a brand that captures AIA's Group-led Technology, Digital and Analytics hubs 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.

Launched in Mainland China, Malaysia and the Philippines, AIA Digital+ is bringing together top Technology, Digital and Analytics talent to accelerate AIA's transformation and secure our position as the technology leader in the insurance industry.

At AIA and AIA Digital+, we strive to attract, develop and retain a workforce that is as diverse as the customers we serve and to cultivate an inclusive work environment that accepts the strength of heritage and individuals.

JOIN US NOW Be part of the Industry's certified GREAT PLACE TO WORK for and enjoy these comprehensive benefit package upon hire and upon regularization;

HMO with free 4 dependents (upon hire for Principal and upon regularization for the eligible dependents)

15 days VL and 15 days SL (Pro-rated for mid-year hire)

Guaranteed 14th-month pay

Annual Targeted Incentive (Performance Bonus)

Group Life Insurance

Protection benefits, and a lot more w/c will be discussed during the job offer stage

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