Cloud Support Analyst - 24/7 Global Ops (Azure/ServiceNow)

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

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.