Cloud Operations Support 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 247 by Willis Towers Watsons clients around the world. You will be tasked to be part of a support team various Azure/AWS or OCI Cloud Environments primarily in Server Patching and deployment and maintain applications that enables 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 Patching Deployment and 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 AWS/OCI/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/clients expectations and personal growth.
• Achieve personal performance measures adhering to SLAs 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 KPIs and specific SLAs 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 Requirements

Essential

• Good Understanding of Server Patching Process
• Extensive experience in multiplatform VMware Linux and Windows server virtualization
• Hands on expertise in networking storage and system integration.
• 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
• Excellent troubleshooting skills and a proactive attitude in resolving technical issues.
• Proficiency in Windows Server Operating system with PowerShell Scripting skills.
• Solid understanding of IP networking and IP devices.
• Ability to juggle multiple tasks with competing priorities.

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
• Azure Certification
• Vmware certification
• ServiceNow
• Any other platform certification

WTW is an Equal Opportunity Employer