IT Cloud Support Expert

1 week ago

Makati City, National Capital Region, Philippines beBeeEngineer Full time ₱100,000 - ₱120,000
Job Overview

This role requires a strong understanding of cloud technologies, primarily Azure and M365. The ideal candidate will have several years of experience in IT industry with respect to infrastructure and application support background.

The successful candidate will be responsible for ensuring SLAs and KPIs are achieved by taking ownership and responsibility for cases that come into the Service Management Center in a 24x7 support environment.

  • Ensure SLAs and KPIs are achieved by taking ownership and responsibility for cases that come into the SMC in a 24x7 support environment
  • Monitor queues for incoming alerts and incidents
  • Work in collaboration with other members of the team to ensure speedy resolution of client issues
  • Take ownership of cases escalated to Microsoft, managing comms between customer and vendor. Setting up troubleshooting calls. Taking detailed case notes and accurately logging time into the system.
  • Participate in the various roles needed during client facing escalations and in post incident reviews / lessons learnt activities.
  • Provide reactive and proactive patching services including risk assessment, scheduling and customer change management procedures
  • Work closely with the Technical Escalation and Service Delivery teams with respect root cause analysis, escalations and reports
  • Manage escalations to (and work with) vendors
  • Participate in a regular audit process, to ensure that all of the client's organizational compliance requirements and standards are adhered to and governance is in place for continuous improvement.
  • Mentoring and knowledge sharing within the team
  • Creation of configuration documentation

The ideal candidate will possess excellent communication and problem-solving skills, with the ability to work efficiently under pressure to tight deadlines.

Key Responsibilities
  • Ensure SLAs and KPIs are achieved
  • Monitor queues for incoming alerts and incidents
  • Work collaboratively in a shared services environment
Requirements
  • Several years of experience in IT industry with respect to infrastructure and application support background
  • Strong understanding of cloud technologies, primarily Azure and M365
  • Excellent communication and problem-solving skills
  • Ability to work efficiently under pressure to tight deadlines

The company offers a competitive salary, 25 days paid leave, flexible work setup, HMO & other government benefits.

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