Job Information
WTW Cloud Operations Analyst (ICT_TECH TD_2024_91R) in Manila, Philippines
The Role:
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 Cloud offerings.
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 improves internal tools and processes.
Develop and document processes based on understanding of operational objectives and the related technologies and tools used in those processes.
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 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 unpredictably by business demand and changes in the service environments.
The Requirements
Degree holder preferably in Information Technology, Computer Science or Computer Engineering.
Experienced in supporting and managing Azure or other cloud services.
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 in managing infrastructures, server environments and operations.
Experience in using infrastructure monitoring.
Experience in working in multiple time-zones/countries.
High level of confidence in dealing with clients and colleagues of different nationalities.
Experience in analyzing and mitigating security related issues and threats.
Excellent analytical and problem-solving skills in-order to identify and respond to unexpected or disruptive events.
Good working knowledge of Powershell or other scripting language for automation.
Familiarity with ITILv3 or ITIL v4.
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 applications.
Experience as a DevOps team member maintaining SaaS applications.
WTW is an Equal Opportunity Employer