The Role The following are key responsibilities we are looking for BUT we are keen to recruit talented individuals who have a learning agility and looking to develop their career further. Provide pre and post support for software applications 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 activitiesManage all incident requests for within the shift that have been allocated. Escalation of any incidents to team leader.Determine root cause analysis, resolve and communicate solutions to customers with support of 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 practice and develop experience.Continuously learn and develop skills in Microsoft Azure TechnologiesTake part or lead in development of innovations and improvement plans The Requirement Essential 3 to 4 years of experience as a Cloud Support working in an Azure environment; experience in patching, vulnerability remediation, networking, VM monitoring, and automation.Experience in supporting Cloud technologies,Excellent communication/organization skills, command of business English Experience of dealing with several different client problems each day, researching to find the answers, communicating directly with the client both verbally and in writing.Experience of reporting technical, functional and operational problems and resolutions to the development team.Experience in working in multiple time-zones/countries and rotating shift systems to align with business demands.Excellent analytical and problem-solving skills in order to identify and respond to unexpected or disruptive eventsMust have hands on working knowledge of Microsoft Office Applications with Excel Desirable Strong educational level or Service Management qualificationWorking knowledge of Service Management products like ServiceNowOther non-English languages would be usefulKnowledge 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 v4MS Excel ServiceNow