Cloud Operations Support Engineer

2 weeks ago

Taguig, National Capital Region, Philippines Willis Towers Watson Full time

Our Current Cloud Operations teams is looking to expand as we continue to increase our use of the Azure Cloud. We currently provide end to end support for the various Azure subscriptions Globally.

We are looking for a Cloud Operations Engineer, 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 support, operate and maintain Azure cloud infrastructure that powers all of cloud offerings. Our team in Manila will be around 40 and we plan to grow further in coming years so you will be part of the initial start-up with other engineers/support professionals.

The line management will be Manila based but there will be a matrix line management to our Cloud Services team based in the UK.

The Role

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 in Cloud Operations. Candidates are expected to have majority of these skills but can develop expertise on the job. Full support will be provided by experienced engineers and a network of cloud specialists.

  • Perform all key Service Management processes including change, incident, problem, monitoring, maintenance and specially handing service requests for 3 core applications.
  • Specifically handle 24/7 L1, L2 and L3 oversight for Cloud Incident responses and excellent understanding of the end-to-end support process from client to different support escalation levels
  • Manage, configure, respond and resolve Azure security alerts
  • Perform platform, application(s) and network monitoring
  • Perform patching of OS, monitoring/restoring backups and regular testing for DR/application recovery
  • Provide support for production and non-production environments to ensure system update and expected service levels
  • Develop and document processes based on operation incidents, technologies and tools used in those processes to resolve
  • Building out Azure infrastructure for internal environments as part of operational acceptance
  • Drive towards modern DevOps practices wherever possible;leveraging automation and infrastructure as codepractices
  • Implement Operational tools and requirements, e.g. monitoring solutions, high availability services

The Requirements

  • Experience in deploying and managing cloud operations for a company using Azure, AWS, Google Cloud or other major cloud services.
  • Experience as a DevOps team member developing and maintaining SaaS applications
  • Experience in analyzing and mitigating security related issues and threats
  • Design, generate and interpret operational reports related to system health status, capacity management and system performance management
  • Experience in using infrastructure monitoring and privileged access management

Person Specification

  • Excellent written and oral English communication skills
  • Drive to investigate, lead and implement new technologies, recommendimprovementsand continuously develop the products we support
  • Knowledge of agile development/SDLC processes and hands on participation in sprint planning meetings, daily stand-ups and sprint retrospectives with UK and Manila teams.
  • Experience in working in multiple time-zones/countries and rotating shift systems to align with business demands.
  • Excellent analytical and problem-solving skills to identify and respond to unexpected or disruptive events
  • Communicate and share knowledge with wider team so there is continuous learning and knowledge transfer across the team
  • Work and communicate effectively with colleagues, end-user clients and various levels/roles of management
  • Seek and acquire relevant and emerging knowledge and skills in developing and maintaining cloud-based products and services under company training programs

Qualifications that would be advantageous for the position:

  • Microsoft Azure Certification (AZ-900, AZ-103/104 certified or equivalent)
  • Driven to develop and achieve further certification;supported by the business with technical support and access to Microsoft exams
  • Degree holder preferably in Information Technology, Computer Science or Computer Engineering.
  • Familiarity with ITILv3 or ITIL v4
  • Working knowledge of Microsoft Office products and of financial reporting (cost management and optimization)

WTW is an Equal Opportunity Employer


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