Position Objective:
- Provide day-to-day L2 BAU support for Aladdin
- To understand and log all necessary information required to fulfill service requests and resolve incidents in a timely manner within SLA.
- Ensure solutions are consistent with regional template.
Roles and Responsibilities:
- Perform investigation & diagnosis of incidents and provide L2 support to resolve any Aladdin related issues within SLA.
- Closely follow up on outstanding L2 incident & service requests up till closure and ensure users are informed and updated about their ticket status.
- Support end users in system usage and assist in raising overall Aladdin proficiency in the end user base and act as an Aladdin ambassador.
- Participate/support in regional project activities with Aladdin focus where necessary.
- Successful system and process integration, efficient SLA driven end-user support and communications.
- Adherence to AIA IT standard policies (e.g. Incident, Problem & Change policies), SLA, audit compliance, IT best practices and maintaining relevant IT documentations (e.g. team SOP / IT Handbook etc.).
- Standby and support for major incident (S1 and S2 high severity cases) where necessary.
- Supporting Team Manager on work assignments where necessary.
- Liaise with necessary AIA colleague(s) and vendor(s) to ensure delivery of the work as required.
Minimum Job Requirements:
- Bachelor's degree in IT or other relevant discipline.
- 5-8 years relevant experience in regional solution/system support with Aladdin focus across the ASPAC region.
- Relevant CoE support experience and user support track record.
- Knowledge in Aladdin solution and support.
- Familiarization to work under IT best practices / ITIL processes.
