Cloud Operations Analyst

4 weeks ago

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

We are looking for a Cloud Support Analyst, part of a team ensuring the seamless operation of cloud products and services used 24/7 by Willis Towers Watson's clients worldwide. You will support various Azure Cloud Environments, focusing on Server Patching, deployment, and maintaining applications that enable our cloud offerings. Our Manila team consists of over 50 colleagues working in 3 shifts around the clock, with plans for further growth, making you part of an exciting startup environment with other support professionals.

The Role

We seek talented individuals with learning agility eager to develop their careers. Key responsibilities include:

  1. Providing patching, deployment, and support for software releases in a global, 24/7 support team operating on an 8-hour shift pattern. Reporting to a Team Leader within your shift.
  2. Offering Level 1 to Level 3 support for Azure Cloud maintenance tasks.
  3. Managing incident requests within your shift, escalating issues as needed.
  4. Conducting root cause analysis, resolving issues, and communicating solutions to customers with team leader support.
  5. Developing proficiency in ServiceNow to manage incidents and report performance.
  6. Building knowledge of products and processes to meet application and client expectations while supporting personal growth.
  7. Achieving personal performance metrics, adhering to SLAs and standards to deliver excellent customer service.
  8. Working within scheduled shifts, providing backup support to other teams as required.
  9. Producing reports on performance, KPIs, and SLAs to monitor service quality.
  10. Participating in incident reviews, audits, and surveys to foster continuous improvement.
  11. Networking with support teams to share best practices and enhance experience.
  12. Continuously learning and developing skills in Microsoft Azure Technologies.
  13. Leading or participating in innovation and improvement initiatives.
QualificationsThe Requirements
  • Good understanding of the server patching process.
  • Extensive experience with VMware, Linux, and Windows server virtualization.
  • Hands-on expertise in networking, storage, and system integration.
  • Experience supporting cloud technologies, especially Microsoft Azure.
  • Excellent communication and organizational skills, proficiency in business English.
  • Experience handling diverse client issues, researching solutions, and communicating effectively.
  • Experience reporting technical and operational issues to development teams.
  • Ability to work across multiple time zones and in rotating shifts.
  • Strong analytical and troubleshooting skills with a proactive approach.
  • Proficiency in Windows Server, PowerShell scripting, and IP networking.
  • Ability to manage multiple tasks with competing priorities.
Desirable
  • Relevant educational background or Service Management certification.
  • Knowledge of ServiceNow.
  • Knowledge of additional languages.
  • Interest in cloud computing, with a goal to achieve relevant certifications.

Additional advantageous qualifications include familiarity with ITIL v3/v4, Azure certifications, VMware certifications, and other platform certifications.

WTW is an Equal Opportunity Employer.

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