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    Associate Cloud Engineer

    Taguig, Metro Manila, Philippines

    Associate Cloud Engineer

    • 202502117
    • Taguig, Metro Manila, Philippines
    • Cierre el: dic 31 2025
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    Description

    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 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.
    • Manage all incident requests for L1 and L2(post training) within the shift that have been allocated. Escalation of any incidents to 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/client’s expectations and personal growth.
    • Achieve personal performance measures, adhering to SLA’s 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, KPI’s and specific SLA’s 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.

    Qualifications

    The Requirements

    Essential

    • Previous hands on experience in Support, Software, Applications or Helpdesk Teams.
    • 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
    • Must show the capability to learn and develop technical skills for Cloud Support.
    • Must have supported IT infrastructure or Azure Cloud technologies

    Desirable

    • Strong educational level or Service Management qualification
    • Working knowledge of Service Management products like ServiceNow
    • Other non-English languages would be useful
    • Interest in developing knowledge in cloud computing, 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

    WTW is an Equal Opportunity Employer

    Apply Now

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    Gracias

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    ¿No tú?

    Confirmo que he leído la Política de Protección de Datos y comprendo cómo se utilizarán y almacenarán mis datos personales. Autorizo a WTW a utilizar los datos personales que envío para los fines descritos.

    Gracias

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    Todos los CV/perfiles de candidatos no solicitados que se presenten a través de nuestro sitio web o de cuentas de correo electrónico personales de empleados de Willis Towers Watson se consideran propiedad de Willis Towers Watson y no pagarán honorarios de agencia. Para poder ser una agencia/compañía de búsqueda de personal para Willis Towers Watson, dicha agencia debe contar con un acuerdo formal existente y por escrito firmado por un agente de selección de personal de Willis Towers Watson y una relación laboral activa con la organización. Los CV se deben presentar de forma tal que cumplan con el proceso de presentación del candidato, que incluye participar activamente en la búsqueda específica. Del mismo modo, para nuestras agencias de selección/búsqueda de personal, si no se cumple con los pasos del proceso de presentación del candidato, Willis Towers Watson no pagará honorarios de agencia. Willis Towers Watson sigue el principio de igualdad de oportunidades en la contratación. Si deseara que la compañía guarde su información de contacto para su consideración en el futuro, envíe un correo electrónico a: Agency.inquiries@willistowerswatson.com .

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