IT Cloud Analyst

Company description:

About Digicel

Enabling customers to live, work, play and flourish in a connected world, Digicel’s world class LTE and fibre networks deliver state-of-the-art mobile, home and business solutions.

Serving 10 million consumer and business customers in 25 markets in the Caribbean and Central America, its investments of over US$5 billion and a commitment to its communities through its Digicel Foundations in Haiti, Jamaica and Trinidad & Tobago have contributed to positive outcomes for over 2 million people to date. 

With the Better-Connected ethos at the heart of everything, its 5,000 employees worldwide work together to make that a powerful reality for customers, communities and countries day in, day out.

Digicel also delivers news, sports broadcasting, digital media and financial services in several of its markets.

Visit www.digicelgroup.com for more.  

Job description:

Job Title: IT Cloud Analyst

Primary objective of the job:

The IT Cloud Analyst is responsible for supporting the IT Cloud Team by reviewing requests via the IT Gate process. He/she will also be responsible for the management of the overall license position, management of the software licenses in use, reviewing this use and advising on the license position and cost control for each new request into IT Cloud. Additionally, he/she will own the IT Service Management process and be responsible for maintenance of the document repository.

Main Duties and Responsibilities:

• Review and manage the requests via the IT Gate - requirements from these requests will be built and reviews coordinated by the IT Cloud Analyst
• Provide feedback to requestors on information required and next steps
• Document requirements from the requests to the IT Gate and seek approval from Cloud Architect.
• Follow-up with the IT Cloud team on tasks and actions regarding requests
• Builds and develops high level processes for the operations of the IT Cloud Team
• Documents and ensure all documentation for each service supported by the IT Cloud Team is available in a central repository inclusive of ensuring subsequent updates are completed on deployment.
• Provide regular reports on number of requests, outcomes, time to respond, time to deliver etc.
• Understand license requirements in the Cloud vs on premise
• License management of all licenses active in the Cloud
• Review and advise on the options and cost of licenses, ensure adherence to the IT Cloud Standard Policies
• Provide estimates of cost of licenses
• Investigate and provide alternative options such as SaaS or PaaS where it makes sense.
• Document processes within the IT Cloud Team
• Facilitate discussions between the local market and the IT Cloud Team.  Ensure alignment of upcoming migrations are planned in advance, include appropriate members of the team when required to support smooth transition and handshake from on premise to Cloud.
• Ensure all collateral is available for each service in Cloud.
• Turn Azure customers into Azure fans by improving support efficiency through finding opportunities to optimize existing processes and tools.
• Interface and coordinate between teams ensuring that the planned migrations are supported and known across the team, ensure that the application collateral is provided and obtains further information as required.
• Overall management and ownership of the IT Cloud Service Management process.
• Preparation of monthly KPI reports and market dashboards to facilitate monthly Service calls.
• Act as a liaison for GRP Security team, supporting CS Architect where required.
• Coordinate remediation efforts between teams and ensure active vulnerability management.

Academic Qualifications and Experience Required:

• Bachelor’s Degree in Computer Science; Information Technology or related studies
• Experience working in an IT Operational environment, specific Cloud experience would be an asset.
• Experience working with enterprise customers on Cloud specific solutions, application development and deployment  
• Proven history of customer-obsession, including blog posts, how-to videos, etc.  
• Experience analysing, troubleshooting, and providing solutions for technical issues 
• Experience or Certification in Microsoft and/or competing Cloud Technologies.   
• Working with remote offices in an international environment
• Knowledge of telecom technologies, industry trends (architectures, technologies, services) used in wireline, wireless, and operators.
• Knowledge of industry best practice methodologies for analysing, defining and documenting the link between input business requirements and output technical solutions.
• Working experience and familiarity with an Agile/ Lean working environment
• Experience in managing technical delivery of projects.

Functional Skills:

• Good understanding of cloud computing technologies across Windows and/or Linux, with demonstrated hands-on experience on one or more of the following domains: Azure Core Platform – Compute, Storage, Networking
• Ability to prioritize multiple tasks and organize work to meet deadlines and multiple requests
• Ability to adapt quickly to change and handle ambiguity
• Strong customer service orientation
• Ability to work effectively with cross functional groups and participate in problem solving process
• Ability to develop and implement standards and procedures
• Strong analytical, critical thinking and problem-solving skills
• Communication skills and technical knowledge to be confident when engaging with business managers and technical teams to ensure IT Cloud enablement across the business.