Cloud Operations Analyst (ICT_TECH TD_2026_23)

WTW; Taguig; On-site; PHP 700,000 - 1,100,000; Full time

Job summary

WTW is seeking a Cloud Operations Analyst to join our team across Insurance Consulting and Technology cloud products. You will support, operate and maintain Azure cloud infrastructure powering our SaaS offerings used worldwide.

You will handle ITSM processes, monitor health, respond to incidents, automate tasks with PowerShell and Python, and work with cross‑functional teams across time zones. The role requires strong English communication, ITIL knowledge, and a proactive mindset, with training

Qualifications

• Bachelor’s degree in Computer Science, Information Technology, or related field.
• Experience supporting and managing Azure or other cloud providers.
• Experience in 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.

Responsibilities

• 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.

Skills

Azure cloud

IT service management

ITIL

English communication

PowerShell scripting

Python scripting

Monitoring/observability

Education

Bachelor’s degree in Computer Science or IT

Tools

PowerShell

Job description

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 24×7 by clients around the world. You will be tasked to support, operate and maintain Azure cloud infrastructure that powers all of ICT’s 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.

Qualifications

• Bachelor’s 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