Cloud Operations Analyst

We are looking for a Cloud Support Analyst, you will be part of a team that keeps the business running for cloud products and services that are used 24×7 by Willis Towers Watson’s clients around the world. You will be tasked to be part of a support team various Azure Cloud Environments and maintain applications that powers all our cloud offerings. Our team in Manila will be around 50+ colleagues working 24 x 7 during 3 shifts and we plan to grow further in coming years so you will be part of the initial start-up with other support professionals.

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.
• Provide L1-L3 type support to Azure Cloud maintenance related tasks and activities
• Manage all incident requests for 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.
• Continuously learn and develop skills in Microsoft Azure Technologies
• Take part or lead  in development of innovations and improvement plans 

The Requirement

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

WTW is an Equal Opportunity Employer