Cloud Operations Analyst (ICT_TECH TD_2026_32)

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/SaaS products and services.

The Role

• 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 improve internal tools and processes.
• Develop and document processes based on understanding of operational objectives and the related technologies and tools used in those processes.
• Support modern deployment and automation practices, including Infrastructure as Code (IaC) and CI/CD pipelines, in collaboration with development teams.
• 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 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 by business demand and changes in the service environments.

The Responsibilities

• Bachelor’s degree in Computer Science, Information Technology, or a related field, or equivalent professional experience.
• Experienced in supporting and managing Azure or other cloud providers.
• 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 managing infrastructure, server environments, and operations, with hands-on use of infrastructure monitoring and observability tools.
• Excellent analytical and problem-solving skills in-order to identify and respond to unexpected or disruptive events.
• Good working knowledge of scripting languages such as powershell, python or others for automation.
• Solid understanding of ITIL Service Management principles, with practical experience applying them in an operational environment.
• Comfortable working across multiple time zones and with culturally diverse teams and clients.
• 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, SaaS applications.
• Familiarity with modern DevOps and SRE practices, including CI/CD, Infrastructure as Code, containerization and orchestration, and reliability concepts such as SLIs/SLOs, disaster recovery, and business continuity.

WTW is an Equal Opportunity Employer