Junior Cloud Operations Analyst (Part-Time)

The Role

• Provide IT infrastructure support joining a team of highly skilled and experienced individual providing 24x7 support on an 8hr shifting rotation.
• Provide support for Cloud related or other IT infrastructure related issues or requests.
• Take part in learning activities proof of concepts (POCs) research or projects.
• 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/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.
• Successfully participate in the Apprentice training program to learn the basics of IT support.

The Requirements

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

• Bachelors degree in Computer Science Engineering Information Technology or related discipline equivalent work experience or internship
• Good Understanding of IT concepts
• Strong critical thinking and reasoning skills with the ability to apply them in the software development space
• Effective English verbal and written communication skills. Should be able to adapt communication style to suit different audiences.
• Ability to work on virtual teams with members from different geographic areas
• Work well independently as well as in team environment as situation dictates
• Ability to coordinate day-to-day development and bug fixing activities multi-task and be mindful of deadlines
• Self-motivated and ability to remain focused on assigned projects.
• Committed to quality and continuous improvement
• Committed to learn our technology stack
• 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.
• Background in IT infrastructure i.e. Network Server Management or technology certifications is Desirable

WTW is an Equal Opportunity Employer