Cloud Software Operations Analyst

Job description

JOB DESCRIPTION

Application helpdesk, covering both internal and external users. Provides technical support to the organization’s internal/external users of computer applications and hardware (e.g., PCs, servers, mainframes). Installs and tests new software and upgrades and makes software available to technical users. Ensures that standard software images are installed, properly configured, regularly updated and working properly on developer PCs and servers. Answers questions regarding system procedures, online transactions, systems status and downtime procedures. Collaborates with network services, software systems engineering, and/or application development in order to restore service and/or identify problems. Maintains a troubleshooting tracking log ensuring timely resolution of problems. Includes first and second level help desk support. Typically located within a call center or Help Desk Support hub.

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 IC&T  cloud offerings.

Responsibilities

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Perform all key IT Service Management processes including Change, Incident, Problem, Monitoring and Service Request individually or as part of a team.

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Flexibility to work in a rotating shift system where shift schedules are determined unpredictably by business demand and changes in the service environments

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Excellent understanding of end-to-end support process from client to different support escalation levels

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Design, develop and document processes based on understanding of operational objectives and the related technologies and tools used in those processes

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Document operational knowledge including issue-resolution pairs and best practices in executing operational tasks

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Work and communicate effectively with colleagues, end-user clients and various levels/roles of management

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Design, generate and interpret operational reports related to system health status, capacity management and system performance management

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Seek and acquire relevant and emerging knowledge and skills in developing and maintaining cloud-based  products and services under company training programs

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Generate usage reports for use in generating billing documents in charging clients

The Requirements:

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Degree holder preferably in Information Technology, Computer Science or Computer Engineering

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Experience in understanding, planning and implementing complex IT projects

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Working knowledge of Microsoft Office

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Experience in managing or working in server operations (on premise) or cloud operations for a company using Azure, AWS, Google Cloud or other major cloud services.

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Experience of working across multiple time zones/countries

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Excellent written and oral English communication skills

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High level of confidence in dealing with clients and colleagues of different nationalities

  Qualifications that would be advantageous for the position

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Certification in any of MCSE, MCPD, MCSD, CCA, CCP, ITIL

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Certification in project management methodology (APM, Prince 2)

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Working knowledge of financial reporting

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Experience as a DevOps team member developing and maintaining SaaS applications

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Experience in using infrastructure monitoring and privileged access management tools

The Company


Willis Towers
Watson is a leading global advisory, broking and solutions company that helps
clients around the world turn risk into a path for growth. With roots dating to
1828, Willis Towers Watson has 40,000 employees serving more than 140
countries. We design and deliver solutions that manage risk, optimize benefits,
cultivate talent, and expand the power of capital to protect and strengthen
institutions and individuals. Our unique perspective allows us to see the
critical intersections between talent, assets and ideas – the dynamic formula
that drives business performance. Together, we unlock potential. Learn more atwillistowerswatson.com.

Willis Towers
Watson is an equal opportunity employer

Willis Towers
Watson believes that effectively managing a diverse workforce is vital to our
business strategy. We have an obligation to our organization, ourselves and our
clients to hire and develop the best people we can find. We will continually
review our policies and practices to ensure that all areas of the employment
process (including recruiting, hiring, work assignments, compensation,
benefits, promotions, transfers, company-sponsored development programs and
overall workplace experience) are free from discriminatory practices. We are
committed to equal employment opportunities at Willis Towers Watson.

Unsolicited Contact:   Any unsolicited resumes/candidate profiles
submitted through our web site or to personal e-mail accounts of employees of
Willis Towers Watson are considered property of Willis Towers Watson and are
not subject to payment of agency fees. In order to be an authorized Recruitment
Agency/Search Firm for Willis Towers Watson, any such agency must have an
existing formal written agreement signed by an authorized Willis Towers Watson
recruiter and an active working relationship with the organization. Resumes must
be submitted according to our candidate submission process, which includes
being actively engaged on the particular search. Likewise, for our authorized
Recruitment Agencies/Search Firms, if the candidate submission process is not
followed, no agency fees will be paid by Willis Towers Watson. Willis Towers
Watson is an equal opportunity employer.