Requirements:
At least two years of experience as a Cloud Support
Previous hands-on experience in Azure Cloud Support, Software, Applications, or Helpdesk Teams.
Experience in supporting Cloud technologies (Azure)
Experience in working in multiple time zones/countries and rotating shift systems to align with business demands.
Excellent communication/organization skills, command of business English
Experience in dealing with several different client problems each day, researching to find the answers, and communicating directly with the client both verbally and in writing.
Experience in reporting technical, functional, and operational problems and resolutions to the development team.
Excellent analytical and problem-solving skills in order to identify and respond to unexpected or disruptive events
Must have a hands-on working knowledge of Microsoft Office Applications with Excel
Amenable to working on a rotating shift schedule
Amenable to work in a hybrid setup (2x WFH/week) in Taguig
Desirable
Strong educational level or Service Management qualification
Working knowledge of Service Management products like ServiceNow
Other non-English languages would be useful
Knowledge of Cloud Computing and an interest in developing knowledge, achieving certification, and developing in this field.
Qualifications/Experience That Would Be Advantageous For The Position
Familiarity with ITILv3 or ITIL v4
MS Excel
ServiceNow
Role
The following are key responsibilities we are looking for BUT we are keen to recruit talented individuals who have learning agility and looking to develop their careers further.
Provide pre and post-support for software application releases working in a global team providing 24/7 support using an 8-hour revolving shift pattern. You will report to a Team Leader with other analysts within a specific shift.
Provide L1-L3 type support to Azure Cloud maintenance-related tasks and activities
Manage all incident requests within the shift that has been allocated. Escalation of any incidents to the team leader.
Determine root cause analysis, resolve and communicate solutions to customers with the support of the Team Leader.
Develop personal competency of the ServiceNow product and build knowledge so functionality can be used to manage incidents and report performance.
Build knowledge of the products and processes to ensure the right level of competency is achieved to support the applications/clients' expectations and personal growth.
Achieve personal performance measures, adhering to SLAs and agreed standards/processes that always provide excellent customer service.
Work in parameters of the scheduled shift patterns/working times and provide backup support to other teams to meet the needs of the business/client expectations.
Produce regular reporting of performance, KPIs, and specific SLAs to track overall service.
Take part in regular Incident Management reviews/audits/surveys to develop improvements based on lessons learned/survey feedback.
Network with other support teams to share best practices and develop experience.
Continuously learn and develop skills in Microsoft Azure Technologies
Take part or lead in the development of innovations and improvement plans
