Handle cloud‑related cases and requests through ticketing systems (no inbound phone support).
Perform technical fixes and standard operational tasks within defined procedures and access levels.
Route and escalate cases to appropriate engineering or specialist teams when required.
Track, update, and follow up on cases to ensure timely resolution and clear communication.
Perform routine cloud administration tasks across customer and internal environments.
Support environment configuration changes, access updates, and operational maintenance activities.
Execute approved operational tasks aligned with cloud service descriptions and OLAs.
Validate requests for completeness and compliance with internal standards.
Create, update, and maintain operational documentation, runbooks, and internal knowledge articles.
Document recurring issues, fixes, and process improvements.
Produce operational reports related to cases, service requests, and cloud activities.
Maintain accurate records for audit, compliance, and internal reporting purposes.
Work with sales order forms, service requests, and operational handovers from Sales or Delivery teams.
Validate that orders and requests are correctly documented and actionable.
Ensure operational readiness before execution of customer‑related cloud activities.

Previous experience in IT operations, or service desk–type roles.
Hands‑on experience working with ServiceNow (or similar ITSM tools) for case, request, and incident management.
Ability to perform standard technical fixes and administrative tasks by following documented procedures and runbooks.
Strong process discipline and attention to detail.
Good knowledge of Microsoft Excel, including working with reports, structured data, and basic analysis.
Experience producing operational and service reports.
Comfortable working with documentation, order forms, and structured operational data.
Proven experience creating and maintaining operational and technical documentation.
Clear and professional written communication skills (English required).
Ability to collaborate effectively with technical and non‑technical stakeholders.
Basic scripting skills (e.g. PowerShell, Bash, or similar) for simple automation or data handling.
Experience working in 1st‑line technical support, particularly in structured, ticket‑driven environments.

a culture built on trust and accountability
giving you the freedom and autonomy to be successful and make an impact
balance
with our Flexible Leave Paid Time Off policy, remote working opportunities, Global Wellbeing Days, and other great benefits
growth opportunities
we provide the tools and guidance required so that you can focus on what really matters to you and so, ultimately, you can achieve your best work
talented colleagues, role models and mentors
work, learn and be inspired by some of the best talent in the software industry
a commitment to sustainability
with initiatives such as our Environmental, Social, and Governance strategy and Act4Good programme
a safe and inclusive working environment – supported by our Employee Resource Groups, which are open to all.

Cloud Administrator

Key skills