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Willis Towers Watson

Cloud Operations Analyst

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’s Cloud offerings.


  • Perform all key IT Service Management processes including Change, Incident, Problem, Monitoring, Maintenance and Service Request individually or as part of a team
  • Own, lead and develop projects, processes or initiatives related to Cloud Operations or other areas of ICT
  • Flexibility to work in a rotating shift system where shift schedules are determined unpredictably by business demand and changes in the service environments
  • Design, 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 update and expected service levels
  • Excellent understanding of end-to-end support process from client to different support escalation levels
  • Design, 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 on Cloud Operations related projects
  • Seek and acquire relevant and emerging knowledge and skills in developing and maintaining cloud-based products and services under company training programs
  • Generate usage reports for use in generating billing documents in charging clients

The Requirements

  • Degree holder preferably in Information Technology, Computer Science or Computer Engineering
  • Good working knowledge and experience of Powershell or other scripting language for automation
  • Demonstrable experience in assessing, planning and implementing IT projects
  • Experience in managing server environments and operations
  • Familiarity with ITILv3 or ITIL v4
  • Experience in using infrastructure monitoring and privileged access management
  • 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.
  • Excellent written and oral English communication skills

Qualifications that would be advantageous for the position

  • Relevant experience in architecting, implementing, supporting and managing Azure or other public clouds
  • Microsoft Azure Certification (AZ-900 or AZ-103/104 certified or equivalent)
  • Experience with configuration management platforms such as Chef or Puppet
  • Experience in supporting 24/7 web-based applications
  • Working knowledge of financial reporting
  • Experience as a DevOps team member developing and maintaining SaaS applications

Equal Opportunity Employer

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