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WTW is an advisory, broking and solutions company that supports clients worldwide in transforming risk into opportunities for growth.

With an insurance heritage dating back to 1828, WTW brings deep industry expertise and longstanding experience. The WTW Regional Delivery Center, based in the heart of Lisbon, brings together a global team of more than 400 colleagues delivering operational excellence through innovation and efficient solutions.

The opportunity:

The IT Operations Analyst ensures that the company’s applications are running correctly, handling incidents within the timeframe defined by SLAs.

This role communicates with MOE teams responsible for the relevant applications to obtain instructions, or escalates incidents to the appropriate technical teams depending on the nature of the issue.

What you will do:

• Process and manage incident tickets, including batch processing incidents escalated by the Operations Pilot;
• Handle database, system, application and hardware-related issues;
• Manage catalogue requests, including file and directory deposits, modifications, creations, copies and transfers;
• Perform database-related actions, log transmissions, treatment execution, information requests and dispatch of backup tapes;
• Execute technical and application-related changes, including deliveries, ensuring appropriate reporting is completed;
• Maintain a high level of accuracy and attention to detail;
• Apply strong analytical and problem-solving skills in daily activities;
• Update delivery procedures, production environment documentation and batch treatment instruction guides on a daily basis;
• Work collaboratively within a team environment, contributing to shared objectives and operational effectiveness;
• Produce daily reports outlining the status of deliveries and related activities;
• Understand and navigate complex business processes involving multiple stakeholder groups and perspectives;
• Support audit activities by providing relevant information and documentation when required;
• Participate in the live ticketing process, contributing to and recommending prioritisation where appropriate.

What we are looking for:

• Solid operational experience within an IT environment;
• Experience in IT Operations or a similar technical environment;
• Strong analytical capabilities and a structured, methodical approach;
• Strong verbal and written communication skills in both French and English;
• Proven experience handling incidents, service requests and technical changes in production environments;
• Experience interacting directly with French IT users, lead Ops and other stakeholders;
• Exposure to audit processes and ability to provide clear explanations to internal or external auditors when required;
• Ability to produce clear daily reports and maintain updated documentation and delivery procedures.

Technical expertise:

• Solid experience with ticketing tools such as ServiceNow, SNOW;
• Experience with monitoring and supervision tools;
• Hands-on experience with batch scheduling tools;
• Knowledge of file transfer and flow management tools;
• Working knowledge of Oracle databases;
• Experience managing technical deliveries using SQL scripts;
• Knowledge of operating systems including Linux/Unix and Windows Server;
• Knowledge of Shell scripting.

Why WTW?

• Flexible working hours and hybrid working options to support work-life balance;
• Attractive, performance-related remuneration system;
• Opportunity to join an international consultancy with the security of a global corporation and renowned clients;
• Career development through on-the-job learning and specialist training;
• Collegial, appreciative and dynamic work environment, where decisions are made together;
• Opportunity to quickly take on responsibility and make an impact through direct customer contact;
• Participation in corporate events and team celebrations.

Be part of a team that values innovation, excellence and collaboration. Apply now and turn your potential into success with WTW.

Willis Towers Watson is an equal opportunity employer.