Cloud Operations Support Analyst

5 days ago

Manila, National Capital Region, Philippines weSource Management Consultancy Firm Full time


Requirements:

Essential

  • Previous hands on experience in Azure Cloud Support , Software, Applications or Helpdesk Teams.
  • Experience in supporting Cloud technologies,
  • Excellent communication/organization skills, command of business English
  • Experience of dealing with several different client problems each day, researching to find the answers, communicating directly with the client both verbally and in writing.
  • Experience of reporting technical, functional and operational problems and resolutions to the development team.
  • 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 to identify and respond to unexpected or disruptive events
  • Must have hands on working knowledge of Microsoft Office Applications with Excel

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
  • MS Excel
  • ServiceNow

Responsibilities

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 applications releases working in a global team providing 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 Azure Cloud maintenance related tasks and activities
  • Manage all incident requests within the shift that have been allocated. Escalation of any incidents to the team leader.
  • Determine root cause analysis, resolve and communicate solutions to customers with support of 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 in parameters of the scheduled shift patterns/working times and provide backup support to other teams to meet the needs of the business/client expectations.
  • Produce regular reporting of performance, KPIs and specific SLAs to track overall service.
  • Take part in regular Incident Management reviews/audits/surveys to develop improvements based on lessons learned/survey feedback.
  • Network with other support teams to share best practice and develop experience.
  • Continuously learn and develop skills in Microsoft Azure Technologies
  • Take part or lead in development of innovations and improvement plans

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