Cloud Operations Analyst (ICT_TECH TD_2026_33)

WTW; Taguig; On-site; PHP 700,000 - 900,000; Full time

Job summary

WTW in Metro Manila is seeking a Cloud Operations Analyst to join a global team supporting Azure cloud infrastructure for Insurance Consulting and Technology products.

You will handle ITSM processes, monitor system health, respond to alerts, and collaborating with engineers to automate deployments using IaC and CI/CD. Strong communication across time zones and ITIL experience are valued; the role includes rotating shifts as needed.

Qualifications

• Bachelor’s degree in Computer Science, IT, or related field, or equivalent experience.
• Experience supporting Azure or other cloud providers.
• Hands-on with infrastructure monitoring and observability tools.
• Strong ITIL Service Management knowledge.

Responsibilities

• Handle ITSM processes including Change, Incident, Problem, Monitoring, Maintenance, and Service Requests.
• Configure and respond to monitoring alerts for system health and security.
• Support production and non-production environments to maintain uptime.
• Develop automation and IaC scripts.
• Collaborate with architects, engineers, and developers on delivery.
• Document operational knowledge and best practices.

Skills

Analytical skills

English communication

Scripting

Education

Bachelor's degree in CS/IT or related field

Tools

Azure

Monitoring tools

IaC tooling

CI/CD tooling

Job description

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.

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

The Responsibilities

• 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