Lead Specialist - EGRC Application Support

Lead Specialist - EGRC Application Support

AIA | Cyberjaya, 10, MY

Posted a month ago

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First point of contact to respond to queries from AIA’s Business Users and to provide solutions.
Interacting with users on a day-to-day basis, to understand and log all necessary information required to fulfill service requests, resolve incidents, track problems and manage changes / defects in a timely manner.
Roles and Responsibilities

Perform BAU Activities – Incident and Service Request:Perform diagnosis / investigation / troubleshooting.Perform configuration changes/ fixes or work closely with vendors where necessary to resolve incident.Respond to alerts and perform corresponding investigation / troubleshootingUpdate knowledge base after incident resolved when necessary
Perform BAU Activities – Change Request:Develop & update Change Scope Analysis (CSA) and documentation (i.e. Functional Specification Documentation (FSD)).Perform configuration / code changes & Unit Test (including coordination with 3rd party where necessary).Prepare test scenarios & acceptance criteria.Inform on readiness for Regression Test / Production deploymentPrepare, submit & review Change Deployment Template.Close ticket upon successful Production deployment OR Close ticket upon receiving successful-deployment-confirmation from Integration Manager.
Perform BAU activities as per defined in accordance to operational policy (i.e. Complexity Matrix, Standard Operating Procedure) which are generally of moderate to complex scenarios.
Positive collaboration with all stakeholders on BAU related matters.
May require short term travel, standby and shift arrangements.
Supporting Team Manager on work assignments as per required.

Financial and Non-Financial Measures:




SLA statistics of Service Request and Incidents for assigned tickets.
Production Change Request delivery as per agreed timeline.
Compliance and adherence to policy and procedures.

Communication Requirements


Work closely with AIA IT and vendors to ensure that incident, problem, change, service request tickets and defects are handled in a timely and efficient manner.
This requires a strong sense of urgency to work with different teams, cutting across Applications to Infrastructure, to ensure that all parties fulfill and resolve the tickets within Service Level Agreement.
It is also crucial to liaise with users across numerous regions and time zones to ensure proper communications is disseminated and expectations of users are managed.


Work closely with 3rd party vendors related to EGRC services where required.

Minimum Job Requirements:


Bachelor Degree in IT related or equivalent disciplines.


4 to 5 years of exposure in IT systems support preferably in a shared services environment is required.
Knowledge and experience in SQL (i.e. Microsoft SQL) with the ability to create, modify and troubleshooting SQL queries is required.
Experience in configuring and supporting out of the box applications is required. Governance, Risk & Compliance software (preferably BWise) would be an added advantage.
Experience of a programming language is required. Knowledge in Java, CSS programming would be an added advantage.
Experience in developing Business Intelligence reporting tools (e.g. Business Objects), and Pentaho Data Integration would be an added advantage.
Solid technical background with an ability to give instructions to a non-technical audience.

Practical Skills/ Abilities

Understanding of ITIL processes, especially Incident, Problem, Change Management and Service Request Fulfilment.
Sound understanding of SDLC and Defect Management
Good knowledge of IT Service Operations, SDLC and defect management.
Customer-service oriented with a problem-solving attitude.
High degree of logical, analytical, & communication skills.
Strong command of English, written and oral.
Experience working in Asia countries are added advantage.
Strong ethics, loyalty and understanding of inclusiveness.
Proven ability to multitask and metrics driven.
Demonstrated conflict resolution skills.


Certification as a BWise Functional Administrator would be an added advantage.

Reporting Structure and Supervisory / Managerial Responsibilities