Cloud Operations Analyst (ICT_TECH TD_2024_111R)

The Role:

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  Cloud offerings.

Responsibilities:

• 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.
• Develop and document processes based on understanding of operational objectives and the related technologies and tools used in those processes.
• 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 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 unpredictably by business demand and changes in the service environments.

The Requirements

• Degree holder preferably in Information Technology, Computer Science or Computer Engineering.
• Experienced in supporting and managing Azure or other cloud services.
• 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 in managing infrastructures, server environments and operations. 
• Experience in using infrastructure monitoring.
• Experience in working in multiple time-zones/countries.
• High level of confidence in dealing with clients and colleagues of different nationalities.
• Excellent analytical and problem-solving skills in-order to identify and respond to unexpected or disruptive events.
• Familiarity with ITILv3 or ITIL v4.
• 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 applications. 
• Experience as a DevOps team member maintaining SaaS applications. 

WTW is an Equal Opportunity Employer