At AIA we've started an exciting movement to create a healthier, more sustainable future for everyone.If you believe in developing a better tomorrow, read on.WE ARE LOOKING FOR ...... Provide L2 support to ETL-SL, ETL-CA, ETL-ACT, EMS system
. Partner with TSS team for knowledge transfer & to provide support to local BU
. L1 support Coach
- Identify opportunities for continuous improvement
- Ensure key stakeholders are engaged, participating in delivery, and have their needs met upon project completion
- Collaborate with various teams to achieve deliverables
- Coach L1 support on BAU support
- Provide support services meeting agreed SLA
- Provide Dashboard/Report showing supporting tickets statistics & analysis
- Planning, execution & monitoring for assigned tasks
- Initiate improvement tasks whenever necessary
- Provide Local BU communication plan, contents and manage local BU responds
- Support Portfolio Delivery Lead in BAU maintenance
- Manage risk, resolve issues, escalate whenever appropriate
- Oversee regular operation tasks
- Stakeholder management
- Manage and maintain relationships with other teams
- Complete and gain timely approvals for necessary governance documents
- Achieve audit compliance for team activities & deliverables
- Experience working in a Ticketing environment. i.e., Jira Service Management, ServiceNow
- Resolve ticket (self or via L3 support) escalated from L1 support
- Work on Problem ticket to identify root cause and permanent fix
- Detail tasks are attached (see L1 and L2 support)
