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 Requirement

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.

WTW is an Equal Opportunity Employer