To stay informed about new openings: Join our talent community
Ejecutivo de Cuentas Corporate Risk & Broking
Ejecutivo de Cuentas Corporate Risk & Broking
JOB SNAPSHOT
Cloud Operations Associate Analyst
Taguig, PH
We are looking for an Associate 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 to operate and maintain applications that powers all of our cloud offerings. Our team in Manila will be around 33 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.
- 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.
The Requirement
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
UNSOLICITEDCONTACT
Any unsolicited resumes/candidate profiles submitted through our web site or to personal e-mail accounts of employees of Willis Towers Watson are considered property of Willis Towers Watson and are not subject to payment of agency fees. In order to be an authorized Recruitment Agency/Search Firm for Willis Towers Watson, any such agency must have an existing formal written agreement signed by an authorized Willis Towers Watson recruiter and an active working relationship with the organization. Resumes must be submitted according to our candidate submission process, which includes being actively engaged on the particular search. Likewise, for our authorized Recruitment Agencies/Search Firms, if the candidate submission process is not followed, no agency fees will be paid by Willis Towers Watson. Willis Towers Watson is an equal opportunity employer. If you would like to have your contact information saved for future consideration, please email: Agency.inquiries@willistowerswatson.com.
OUR OFFICES
Our colleagues serve more than 140 countries and markets around the world. This gives a global dimension to everything we do and creates lots of exciting opportunities for you to collaborate and grow. Explore the map below to see where you career could take you.
Meet our people
Massimiliano Abri
Burn Domingo
Theodore Coteok
Karuna Jose
Ana Cristessa Nabuab
Nichelle Daulby
Roberta Jones
Shadab Hemani
Donna O'Riordan
Mitch Dauz
Kerstin Plag
Anna Stonelake
Mathew Stewart
Ritu Batheja
Matice Morris
Catarina Carvalho
Soumya Kurup
Leonardo Araujo
Karan Patel
Poonam Yadav
Tom Leigh-Eldredge
Karan Rai
Felipe Pradel
Michael McConnell
Mel Scrutton
Irene Larbi
Kingsley Wang
Charlie (Charlotte) Garrod
Laura Punzón
Nick Alexander
Benjamin Tessier
Paul Dowding
Pei Wang
Emma White
Basil Al Hatoum
Jasmin Bedi
Anshul Garg
Emily Reading
Dominic Ferrari
Suzanne Vaughan
Nuno Arruda
Salmaan Saeed
Massimiliano Abri
Burn Domingo
Theodore Coteok
Karuna Jose
Ana Cristessa Nabuab
Nichelle Daulby
Roberta Jones
Shadab Hemani
Donna O'Riordan
Mitch Dauz
Kerstin Plag
Anna Stonelake
Mathew Stewart
Ritu Batheja
Matice Morris
Catarina Carvalho
Soumya Kurup
Leonardo Araujo
Karan Patel
Poonam Yadav
Tom Leigh-Eldredge
Karan Rai
Felipe Pradel
Michael McConnell
Mel Scrutton
Irene Larbi
Kingsley Wang
Charlie (Charlotte) Garrod
Laura Punzón
Nick Alexander
Benjamin Tessier
Paul Dowding
Pei Wang
Emma White
Basil Al Hatoum
Jasmin Bedi
Anshul Garg
Emily Reading
Dominic Ferrari
Suzanne Vaughan
Nuno Arruda
EVENTS
2024 Fall Job & Internship Fair
September 23 @ 12:00 pm - 4:00 pmFall 2024 Career & Internship Expo
September 24 @ 10:00 am - 3:00 pm2024 Fall Career Fair: September 25 & 26
September 25 @ 11:00 am - 4:00 pmUniversity of Illinois Actuarial Science Club Meet the Firms 2024
September 25 @ 6:00 pm - 9:00 pmActuarial Science Career Fair
September 26 @ 11:00 am - 4:00 pmFall Career & Internship Expo 2024
September 26 @ 12:00 pm - 4:00 pmRisk and Insurance Career Fair Fall 2024
September 26 @ 4:30 pm - 7:45 pmFall 2024 Virtual Undergraduate Job & Internship Fair registration
September 27 @ 12:00 pm - 4:00 pmFall 2024 UBS@UCLA Consulting Night
September 30 @ 7:00 pm - 9:00 pmFall 2024 School of Business Career Fair
October 1 @ 10:00 am - 4:00 pmNorthwestern Career Advancement in Person Career Fair
October 1 @ 12:00 pm - 4:00 pmNorthwestern Career Advancement In Person Career Fair (Fall 2024)
October 1 @ 12:00 pm - 4:00 pmFall Actuarial Career Fair
October 2 @ 1:00 pm - 4:00 pmUGA Risk Management and Insurance Careers Day Fall 2024
October 2 @ 3:30 pm - 6:30 pmMaryville University Actuarial, Data, Computer Sciences, and Data Analytics Career Fair 2024
October 3 @ 11:00 am - 4:00 pmFall 2024 In-Person All Majors Career Fair
October 3 @ 11:00 am - 4:00 pmGreenberg School of Risk Management Fall 2024 Job and Internship Career Fair
October 8 @ 11:00 am - 2:00 pmMSU Diversity, Equity, Inclusion, and Belonging Career Fair
October 10 @ 3:00 pm - 9:00 pmUniversité Concordia Career Fair
October 11 @ 10:00 am - 3:00 pm2024 Fall Job & Internship Fair
September 23 @ 12:00 pm - 4:00 pmFall 2024 Career & Internship Expo
September 24 @ 10:00 am - 3:00 pm2024 Fall Career Fair: September 25 & 26
September 25 @ 11:00 am - 4:00 pmUniversity of Illinois Actuarial Science Club Meet the Firms 2024
September 25 @ 6:00 pm - 9:00 pmActuarial Science Career Fair
September 26 @ 11:00 am - 4:00 pmFall Career & Internship Expo 2024
September 26 @ 12:00 pm - 4:00 pmRisk and Insurance Career Fair Fall 2024
September 26 @ 4:30 pm - 7:45 pmFall 2024 Virtual Undergraduate Job & Internship Fair registration
September 27 @ 12:00 pm - 4:00 pmFall 2024 UBS@UCLA Consulting Night
September 30 @ 7:00 pm - 9:00 pmFall 2024 School of Business Career Fair
October 1 @ 10:00 am - 4:00 pmNorthwestern Career Advancement in Person Career Fair
October 1 @ 12:00 pm - 4:00 pmNorthwestern Career Advancement In Person Career Fair (Fall 2024)
October 1 @ 12:00 pm - 4:00 pmFall Actuarial Career Fair
October 2 @ 1:00 pm - 4:00 pmUGA Risk Management and Insurance Careers Day Fall 2024
October 2 @ 3:30 pm - 6:30 pmMaryville University Actuarial, Data, Computer Sciences, and Data Analytics Career Fair 2024
October 3 @ 11:00 am - 4:00 pmFall 2024 In-Person All Majors Career Fair
October 3 @ 11:00 am - 4:00 pmGreenberg School of Risk Management Fall 2024 Job and Internship Career Fair
October 8 @ 11:00 am - 2:00 pmMSU Diversity, Equity, Inclusion, and Belonging Career Fair
October 10 @ 3:00 pm - 9:00 pmUniversité Concordia Career Fair
October 11 @ 10:00 am - 3:00 pmThere are no upcoming events at this time.
Join our talent community