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Cloud Operations Support Analyst

3 months ago

Taguig, Philippines WTW Full time

We are looking for a Cloud Support Analyst, you will be part of a team that keeps the business running for cloud products and services that are used 24×7 by Willis Towers Watson’s clients around the world. You will be tasked to be part of a support team various Azure Cloud Environments and maintain applications that powers all our cloud offerings. Our team in Manila will be around 50+ colleagues working 24 x 7 during 3 shifts and we plan to grow further in coming years so you will be part of the initial start-up with other support professionals.

The Role

  • Provide pre and post support for software applications releases working in a global team providing 24/7 support using an 8-hour revolving shift pattern. You will report to a Team Leader with other analysts within a specific shift.

  • Provide L1-L3 type support to Azure Cloud maintenance related tasks and activities

  • Manage all incident requests for within the shift that have been allocated. Escalation of any incidents to team leader.

  • Determine root cause analysis, resolve and communicate solutions to customers with support of Team Leader.

  • Develop personal competency of the ServiceNow product and build knowledge so functionality can be used to manage incidents and report performance.

  • Build knowledge of the products and processes to ensure the right level of competency is achieved to support the applications/client’s expectations and personal growth.

  • Achieve personal performance measures, adhering to SLA’s and agreed standards/processes that always provide excellent customer service.

  • Work in parameters of the scheduled shift patterns/working times and provide backup support to other teams to meet the needs of the business/client expectations.

  • Produce regular reporting of performance, KPI’s and specific SLA’s to track overall service.

  • Take part in regular Incident Management reviews/audits/surveys to develop improvements based on lessons learned/survey feedback.

  • Network with other support teams to share best practice and develop experience.

  • Continuously learn and develop skills in Microsoft Azure Technologies

  • Take part or lead in development of innovations and improvement plans

The Requirement

Essential

  • Extensive experience in multiplatform VMware, Linux and Windows server virtualization

  • Hands on expertise in networking, storage and system integration.

  • Experience in supporting Cloud technologies, particularly Microsoft Azure

  • Excellent communication/organization skills, command of business English

  • Experience of dealing with several different client problems each day, researching to find the answers, communicating directly with the client both verbally and in writing.

  • Experience of reporting technical, functional and operational problems and resolutions to the development team.

  • Experience in working in multiple time-zones/countries and rotating shift systems to align with business demands.

  • Excellent analytical and problem-solving skills in order to identify and respond to unexpected or disruptive events

  • Excellent troubleshooting skills and a proactive attitude in resolving technical issues.

  • Proficiency in Windows Server Operating system with PowerShell Scripting skills.

  • Solid understanding of IP networking and IP devices.

  • Ability to juggle multiple tasks with competing priorities.

Desirable

  • Strong educational level or Service Management qualification

  • Working knowledge of Service Management products like ServiceNow

  • Other non-English languages would be useful

  • Knowledge of Cloud Computing and an interest in developing knowledge, achieving certification and developing in this field.

Qualifications/Experience that would be advantageous for the position:

  • Familiarity with ITILv3 or ITIL v4

  • Azure Certification

  • Vmware certification

  • ServiceNow

  • Any other platform certification

WTW is an Equal Opportunity Employer