Cloud Operations Support Analyst - Up to 75K, Hybrid BGC - Rotating Shift
At WeSource · Manila, Metro Manila, Philippines
- Customer support
- Full-time
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Where you’ll work
Hybrid, based in Manila
“Manila, Metro Manila, Philippines”
From the location.
“Cloud Operations Support Analyst - Up to 75K, Hybrid BGC - Rotating Shift”
From the job title.
Hybrid means some days in the office. The listing says how many, and where.
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- First seen by us
- 15 October 2026
- Last checked
- 30 hours ago
Job description
From WeSource’s job post, as they wrote it.
Requirements:
Essential
* Previous hands on experience in Azure Cloud Support , Software, Applications or Helpdesk Teams.
* 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.
Read the full description
* 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 events
* Must have hands on working knowledge of Microsoft Office Applications with Excel
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
Responsibilities
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 activities
* Manage all incident requests within the shift that have been allocated. Escalation of any incidents to the 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 Technologies
* Take part or lead in development of innovations and improvement plans
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