Associate Cloud Operations Analyst
At a glance
Mid-level Cloud role at Eedu. Taguig City · full-time.
Pay not stated Cloud salary
devopsroles summary, based on the employer's posting.
What you'll do
- Support application releases before and after deployment, coordinating with global colleagues across rotating shifts
- Handle assigned first- and second-level incidents, investigate causes, resolve issues and escalate when needed
- Keep incident records and service metrics current, including performance, key indicators and service-level results
- Review incidents and feedback to identify improvements, while sharing support practices with other teams
- Build product and process knowledge so you can meet application support needs and develop your cloud skills
What you bring
- Hands-on background in support, software, applications or helpdesk work
- Strong business English, with experience explaining client issues and solutions verbally and in writing
- Experience supporting IT infrastructure or Azure cloud, plus practical Microsoft Office and Excel skills
- Experience working across time zones and countries on rotating shifts, and handling multiple client issues each day
Who this fits
This role suits someone building a career in cloud support who can investigate client problems, communicate clearly and learn technical skills. You’ll work a rotating eight-hour shift as part of round-the-clock support, with Manila-based line management and a matrix reporting relationship to a UK development team.
From the employer
We are looking for an Associate Cloud Support Analyst, you will be part of a team that keeps the business running for cloud products and services that are used 24×7 by Willis Towers Watson’s clients around the world. You will be tasked to be part of a support team to operate and maintain applications that powers all of our cloud offerings. Our team in Manila will be around 33 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 line management will be Manila based but there will be a matrix line management to our core development team based in the UK.
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 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.
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The Requirement
Essential
Previous hands on experience in Support, Software, Applications or Helpdesk Teams.
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
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.
Must have supported IT infrastructure or Azure Cloud technologies
Desirable
Strong educational level or Service Management qualification
Working knowledge of Service Management products like ServiceNow
Other non-English languages would be useful
Interest in developing knowledge in cloud computing, achieving certification and developing in this field.
Qualifications/Experience that would be advantageous for the position:
Familiarity with ITILv3 or ITIL v4
MS Excel
ServiceNow
WTW is an Equal Opportunity Employer
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