Willis Towers Watson is a leading global advisory, broking and solutions company that helps clients around the world turn risk into a path for growth. With roots dating to 1828, Willis Towers Watson has 40,000 employees serving more than 140 countries. We design and deliver solutions that manage risk, optimize benefits, cultivate talent, and expand the power of capital to protect and strengthen institutions and individuals. Our unique perspective allows us to see the critical intersections between talent, assets and ideas – the dynamic formula that drives business performance. Together, we unlock potential. Learn more at willistowerswatson.com.

Our business is undertaking an exciting growth initiative and we are building a team to develop a scalable and efficient technology platform to commercialise some of our latest inventions. The platform will make use of our
ongoing collaboration with Microsoft on Quantum technologies. The platform will be largely based on Azure but will need to tightly integrate with the Windows client.
We are looking for a Support Team Leader, you will be part of a team that keeps the business running for cloud products and services that are used 24×7 by Willis Towers Watson’s clients around the world. You will be tasked
to lead a support team to operate and maintain applications that power all of our cloud offerings. Our team in Manila will be around 20 colleagues working 24 x 7 during 3 shifts and we plan to grow further in coming years so
you will be part of the initial start-up with other support professionals. The line management will be Manila based but there will be a matrix line management to our core development team based in the UK

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.

• 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 application releases working in a global team providing 24/7
  support using an 8-hour revolving shift pattern. You will be the most senior support analyst within a shift
  and will provide guidance and coaching to the team.
• Manage and handle all incident requests for L1 and L2 within the shift. Act as the escalation point for any
  incidents that may need L3 intervention to our engineers or 3rd party suppliers.
• Determine root cause analysis, resolve and communicate solutions to customers.
• Develop competency of the ServiceNow product and build knowledge so functionality can be used to
  manage incidents and report performance.
• Manage, coach and mentor team members on all aspects of the service. Build supporting training
  material/knowledge transfer to ensure the right level of competency is achieved to support the
  applications/client’s expectations and their personal growth.
• Responsible for ensuring the team are meeting performance measures, adhering to SLA’s and agreed
  standards/processes that always provide excellent customer service.
• Schedule shift patterns/working times and provide backup support to meet the needs of the
  business/client expectations.
• Provide regular reporting of performance, KPI’s and specific SLA’s or trends to stakeholders on a regular
  basis.
• Drive regular Incident Management reviews/audits/surveys and develop strategies for improvement based
  on lessons learned/survey feedback.
• Network with other support teams to share best practice and develop the team’s impact.

Must haves:

• Previous hands on experience in leading a Support, Software, Applications or Helpdesk Team.
• Excellent communication/organization skills, command of business English and other European languages would be desirable.
• Technical Background in Infrastructure

Nice to haves:

• Knowledge in any cloud platform
• Servicenow experience is a big PLUS