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. 3 -5 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.
