Cloud Operations Analyst (24/7 Global Support)

WTW; Taguig; On-site; PHP 500,000 - 800,000; Full time

Job summary

Willis Towers Watson in Manila is seeking an Associate Cloud Support Analyst to join a 24/7 global team providing incident handling, release support, and steady collaboration with our UK development partners. You will be part of a start-up style group of 33 colleagues delivering reliable cloud services.

The role requires hands-on support across L1/L2, root-cause analysis, and knowledge growth in ServiceNow and Azure Cloud.

Qualifications

• 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.

Responsibilities

• 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.
• 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.

Skills

Support/helpdesk experience

Business English communication

Time zone / rotating shifts experience

Analytical/problem-solving skills

Learning agility for cloud

Education

Service Management qualification (ITIL)

Tools

ServiceNow

Azure Cloud technologies

Microsoft Excel

Job description

Willis Towers Watson in Manila is seeking an Associate Cloud Support Analyst to join a 24/7 global team providing incident handling, release support, and steady collaboration with our UK development partners. You will be part of a start-up style group of 33 colleagues delivering reliable cloud services.

The role requires hands-on support across L1/L2, root-cause analysis, and knowledge growth in ServiceNow and Azure Cloud.