Cloud Operations Support Analyst

Overview 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 across Azure/AWS or OCI Cloud Environments primarily in server patching and deployment and to maintain applications that enable our cloud offerings. Our team in Manila will be around 50+ colleagues working 24×7 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 The following are key responsibilities; we are keen to recruit talented individuals who have learning agility and are looking to develop their career further. Provide patching, deployment and pre- and post-support for software application releases, working in a global team delivering 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 AWS/OCI/Azure Cloud maintenance related tasks and activities. Manage all incident requests within the shift that have been allocated. Escalate any incidents to the team leader. Determine root cause analysis, resolve and communicate solutions to customers with support from the 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/clients’ expectations and personal growth. Achieve personal performance measures, adhering to SLAs and agreed standards/processes that always provide excellent customer service. Work within the scheduled shift patterns/working times and provide backup support to other teams to meet business/client expectations. Produce regular reporting of performance, KPIs and specific SLAs to track overall service. Take part in regular Incident Management reviews, audits and surveys to develop improvements based on lessons learned/survey feedback. Network with other support teams to share best practices and develop experience. Continuously learn and develop skills in Microsoft Azure technologies. Take part or lead in development of innovations and improvement plans. Requirements Essential Good understanding of the Server Patching process Extensive experience in multiplatform VMware, Linux and Windows server virtualization Hands-on expertise in networking, storage and system integration Experience in supporting Cloud technologies Excellent communication/organization skills, command of business English Experience dealing with several different client problems each day, researching to find the answers, and communicating directly with the client both verbally and in writing Experience reporting technical, functional and operational problems and resolutions to the development team Experience 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 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 #J-18808-Ljbffr