Cloud Operations Analyst (ICT_TECH TD_2026_23)

As a Cloud Operations Analyst, you will be part of a team that keeps the business running for Insurance Consulting and Technology cloud products and services that are used 24×7 by clients around the world. You will be tasked to support, operate and maintain Azure cloud infrastructure that powers all of ICT’s Cloud/SaaS products and services.

The Role

• Perform all key IT Service Management processes including Change, Incident, Problem, Monitoring, Maintenance and Service Request individually or as part of a team.

• Configure, respond and resolve monitoring alerts related to system health, security, performance and capacity.

• Provide support for production and non-production environments to ensure system uptime and expected service levels.

• Consider building automation scripts that improve internal tools and processes. 

• Develop and document processes based on understanding of operational objectives and the related technologies and tools used in those processes.

• Support modern deployment and automation practices, including Infrastructure as Code (IaC) and CI/CD pipelines, in collaboration with development teams.

• Document operational knowledge including issue-resolution pairs and best practices in executing operational tasks.

• Work and communicate effectively with colleagues, end-user clients and various levels/roles of management.

• Work with solution architects, infrastructure engineers, developers and other support teams on technical project delivery.

• Seek and acquire relevant and emerging knowledge and skills in developing and maintaining cloud-based products and services under company training programs.

• Flexibility to work in a rotating shift system where shift schedules are determined by business demand and changes in the service environments.

The Requirements

• Bachelor’s degree in Computer Science, Information Technology, or a related field, or equivalent professional experience.

• Experienced in supporting and managing Azure or other cloud providers. 

• Demonstrated experience in the technical implementation of IT projects.

• Excellent understanding of end-to-end support process from client to different support escalation levels.

• Experience managing infrastructure, server environments, and operations, with hands-on use of infrastructure monitoring and observability tools.

• Excellent analytical and problem-solving skills in-order to identify and respond to unexpected or disruptive events.

• Good working knowledge of scripting languages such as powershell, python or others for automation.

• Solid understanding of ITIL Service Management principles, with practical experience applying them in an operational environment.

• Comfortable working across multiple time zones and with culturally diverse teams and clients.

• Excellent written and oral English communication skills.

Qualifications that would be advantageous for the position

• Microsoft Certifications or other cloud certifications.

• Experience in supporting 24/7 web-based, SaaS applications. 

• Familiarity with modern DevOps and SRE practices, including CI/CD, Infrastructure as Code, containerization and orchestration, and reliability concepts such as SLIs/SLOs, disaster recovery, and business continuity.

WTW is an Equal Opportunity Employer