Cloud Operations Analyst (ICTTECH TD202633)

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 247 by clients around the world. You will be tasked to support operate and maintain Azure cloud infrastructure that powers all of ICTs Cloud/SaaS products and services.

The Role

• 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.

• Consider building automation scripts that improve internal tools and processes.

• Develop and document processes based on understanding of operational objectives and the related technologies and tools used in those processes.

• Support modern deployment and automation practices including Infrastructure as Code (IaC) and CI/CD pipelines in collaboration with development teams.

• 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 on 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 by business demand and changes in the service environments.

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The Responsibilities

• Bachelors degree in Computer Science Information Technology or a related field or equivalent professional experience.

• Experienced in supporting and managing Azure or other cloud providers.

• 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 managing infrastructure server environments and operations with hands-on use of infrastructure monitoring and observability tools.

• Excellent analytical and problem-solving skills in-order to identify and respond to unexpected or disruptive events.

• Good working knowledge of scripting languages such as powershell python or others for automation.

• Solid understanding of ITIL Service Management principles with practical experience applying them in an operational environment.

• Comfortable working across multiple time zones and with culturally diverse teams and clients.

• 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 SaaS applications.

• Familiarity with modern DevOps and SRE practices including CI/CD Infrastructure as Code containerization and orchestration and reliability concepts such as SLIs/SLOs disaster recovery and business continuity.

WTW is an Equal Opportunity Employer