Cloud Command Analyst

“Ready to be the frontline hero of cloud operations?”

The Cloud Command Analyst (CCA) acts as the first line of technical escalation within the Cloud Command Center (CCC), stepping in after the Service Desk. In this role, you’ll provide timely first-level technical support to customers, ensuring swift and effective case resolution in line with defined SLAs.

Your day-to-day will involve actively monitoring systems, troubleshooting issues, and escalating cases as needed—all while maintaining a high standard of service quality.

What You’ll Do:

• Provide first-level support and troubleshoot issues via ServiceNow and monitoring alerts
• Triage, analyse, and escalate cases appropriately, ensuring SLA adherence
• Monitor system health, event logs, and alerts to identify potential issues
• Investigate Microsoft Cloud solutions (Azure, Defender, Intune, Windows OS)
• Follow SOPs and KBs for consistent and accurate troubleshooting
• Escalate unresolved issues to Cloud Command Engineers (CCE)
• Maintain detailed documentation of all support interactions
• Prioritise cases correctly and manage queues to avoid backlogs
• Communicate case updates clearly and professionally to customers
• Identify recurring incidents and assist with root cause analysis
• Participate in shift handovers and team collaboration
• Support knowledge base improvements and documentation
• Mentor new team members on processes and best practices

What We’re Looking For:

• 1+ years’ experience in a Technical Support, IT Services, Service Desk, IT Support, NOC or Cloud Support role within an MSP or enterprise environment.
• Basic knowledge of Microsoft cloud services (M365, Azure, Defender, Intune, Endpoint Manager, Windows OS).
• Strong troubleshooting and problem-solving skills in an SLA-driven environment.
• Experience working with IT ticketing systems like ServiceNow.
• Familiarity with ITIL best practices.
• CompTIA A+, Network+, or Microsoft certifications (MS-900, AZ-900, SC-900, AI-900, DP-900, MD-102).

What We Offer:

• Responsible Time off (uncapped annual leave)
• Group Life Cover /Disability Income Cover/ Trauma Insurance Cover (Injury / Disability)
• Fitness Cash Contribution
• Pension Fund Contribution
• Medical Insurance Contribution
• Employee Assistance Programme
• Enhanced Maternity & Paternity Leave
• Endless Growth Opportunities: We provide ample opportunities for professional development, mentoring, and advancement.
• Culture of Excellence: We foster a high-performance culture that recognizes and rewards exceptional talent.

At Cloud Direct, we believe that diversity, equity, and inclusion are essential to our success. We are committed to creating a workplace where everyone feels valued, respected, and empowered. We welcome applicants from all backgrounds and strive to build a team that reflects the diverse communities we serve. We encourage candidates of all races, ethnicities, genders, sexual orientations, ages, abilities, and socioeconomic statuses to apply.