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 24×7 by Willis Towers Watson’s 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/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.
- 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