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Cloud Operations Shift Lead

3 months ago

Taguig, National Capital Region, Philippines WTW Full time

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.

  • Provide pre and post support for software application releases working in a global team providing 24/7 support using an 8-hour revolving shift pattern. You will be the most senior support analyst within a shift and will provide guidance and coaching to the team.
  • Manage and handle all incident requests for L1 and L2 within the shift. Act as the escalation point for any incidents that may need L3 intervention to our engineers or 3rd party suppliers.
  • Determine root cause analysis, resolve and communicate solutions to customers.
  • Develop competency of the ServiceNow product and build knowledge so functionality can be used to manage incidents and report performance.
  • Assist / Manage health of the service queue and assure all deliverables are performed with good quality
  • Manage, coach and mentor team members on all aspects of the service. Build supporting training material/knowledge transfer to ensure the right level of competency is achieved to support the applications/client's expectations and their personal growth.
  • Responsible for ensuring the team are meeting performance measures, adhering to SLA's and agreed standards/processes that always provide excellent customer service.
  • Schedule shift patterns/working times and provide backup support to meet the needs of the business/client expectations.
  • Provide regular reporting of performance, KPI's and specific SLA's or trends to stakeholders on a regular basis.
  • Drive regular Incident Management reviews/audits/surveys and develop strategies for improvement based on lessons learned/survey feedback.
  • Network with other support teams to share best practice and develop the team's impact
  • Liaise and manage communications with stakeholders / customers providing necessary touchpoints, communications and relationship management

The Requirements

Must haves:

  • Previous hands on experience in leading a Support, Software, Applications or Helpdesk Team.
  • Excellent communication/organization skills, command of business English and other European languages would be desirable.
  • Technical Background in Infrastructure preferably in Cloud

Person Specification

  • Excellent written and oral English communication skills
  • Drive to investigate, lead and implement new technologies, recommend improvements and 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 in order toto 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:

  • Any Cloud Certification
  • 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