Associate Cloud Engineer

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.