**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