Associate Cloud Operations Analyst

WTW; Manila; On-site; PHP 360,000 - 600,000; Full time

Job summary

WTW in Manila seeks an Associate Cloud Support Analyst to join a 24/7 global support team for cloud products and services used by clients worldwide. You will help operate and maintain applications powering our cloud offerings in a dynamic, start-up like environment.

Based in Manila with matrix lines to the UK development team, you will handle L1/L2 incidents, perform root cause analysis, and grow expertise in ServiceNow and Azure.

Qualifications

• Previous hands on experience in Support, Software, Applications or Helpdesk Teams.
• Excellent communication/organization skills, command of business English
• Experience dealing with several client problems daily, researching to find answers and communicating with clients.
• Experience reporting technical, functional and operational problems and resolutions to the development team.
• Experience working across multiple time zones/countries and rotating shift systems.

Responsibilities

• Provide pre and post support for software releases in a 24/7 global team with an 8-hour revolving shift.
• Manage incident requests for L1 and L2 within the shift; escalate to team leader as needed.
• Perform root cause analysis and communicate solutions to customers with team support.
• Develop knowledge of ServiceNow to manage incidents and reporting.
• Build product/process knowledge to meet client expectations and personal growth.
• Achieve performance with SLA adherence and standard processes, delivering excellent customer service.
• Work shifts as scheduled and provide backup support to other teams as needed.
• Produce regular performance, KPI, and SLA reports for ongoing service tracking.
• Participate in incident management reviews and surveys to drive improvements.
• Collaborate with other support teams to share best practices.

Skills

Communication

Organization

Analytical thinking

Customer service

Time-zone experience

Education

Service Management qualification

Tools

Azure Cloud

ServiceNow

Excel

Job description

Description

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.

Qualifications

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.
• Familiarity with ITILv3 or ITIL v4
• MS Excel
• ServiceNow

WTW is an Equal Opportunity Employer