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Cloud Operations Apprentice

2 months ago

Taguig, Philippines WTW Full time

We are looking for new graduates to become Cloud Operations Apprentices who would take part in an extensive 2-3 month training program covering various topic in IT and Azure Cloud infrastructure. Successful candidates will then move on to join our Enterprise technology teams proving 24×7 support globally to Willis Towers Watson.

About the team

  • The cloud operations team is a continuously evolving team constantly looking for new and better ways to provide support to our customers leveraging on the latest in technology, and a strong innovation mindset.

  • We believe in investing in and pursuing excellence. We highly utilize automation, and use of the latest tools in providing the best service we can provide to our customers.

  • Work-life balance is a priority. 40-hour work weeks are the norm.

  • We believe in career investments. Employees are encouraged to spend time learning new skills and various certifications are sponsored by the company.

  • We view the diversity on our teams as a key strength.

  • We provide end to end support for the Azure Cloud for our company and provide various areas of learning and experience to our team members for them to grow in the technical knowledge in the various cloud technologies.

The Role

  • Provide IT infrastructure support joining a team of highly skilled and experienced individual providing 24×7 support on an 8hr shifting rotation.

  • Provide support for Cloud related or other IT infrastructure related issues or requests.

  • Take part in learning activities, proof of concepts (POC’s), research or projects.

  • 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.

  • Manage all incident requests for L1 and L2(post training) 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.

  • Successfully participate in the Apprentice training program to learn the basics of IT support.

The Requirements

The following are key responsibilities we are looking for BUT we are keen to recruit talented individuals who have a learning agility and looking to develop their career further

  • Bachelor’s degree in Computer Science, Engineering, Information Technology or related discipline, equivalent work experience or internship

  • Good Understanding of IT concepts

  • Strong critical thinking and reasoning skills with the ability to apply them in the software development space

  • Effective English verbal and written communication skills. Should be able to adapt communication style to suit different audiences.

  • Ability to work on “virtual” teams with members from different geographic areas

  • Work well independently as well as in team environment as situation dictates

  • Ability to coordinate day-to-day development and bug fixing activities, multi-task and be mindful of deadlines

  • Self-motivated and ability to remain focused on assigned projects.

  • Committed to quality and continuous improvement

  • Committed to learn our technology stack

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

  • Must have hands on working knowledge of Microsoft Office Applications with Excel

  • Must show the capability to learn and develop technical skills for Cloud Support.

  • Background in IT infrastructure i.e. Network , Server Management , or technology certifications is Desirable

WTW is an Equal Opportunity Employer