Associate Cloud Operations Analyst

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.

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