SME – Google Cloud Platform (GCP)

Overview

In this role, you will drive timely resolution of escalations and incidents within the Support & Operations team, leveraging GCP expertise to impact customer satisfaction through effective incident management and QA. You will collaborate with stakeholders to ensure SLA adherence and clear communication. You will shape processes and reports that inform leadership and improve performance. This position offers meaningful work at scale, shaping how we support cloud-based services and drive continuous improvement.

Responsibilities

• Ensure on-time resolution and quality compliance of escalated tickets and incidents by analyzing issues within GCP, following SLAs and quality norms
• Mentor team members and administrators while creating SOPs and maintaining comprehensive documentation to promote knowledge sharing
• Validate change order implementation plans and ensure adherence to human error protocols; participate in capacity planning for GCP resources
• Engage in customer meetings to understand issues and provide effective solutions that enhance satisfaction
• Conduct and validate root cause and trend analyses within GCP; prepare reports for key business stakeholders

Key requirements

• In-Depth Knowledge Of Google Cloud Platform (GCP) And its Support Operations
• Strong Analytical Skills With Experience In Incident Management And Resolution
• Excellent Communication And Interpersonal Skills For Stakeholder Engagement
• Proficiency In Preparing Documentation And SOPs For Operational Processes
• Ability To Mentor And Guide Team Members In a Collaborative Environment

• communication
• stakeholder management
• mentorship
• Google Cloud Platform (GCP) expertise
• Incident management and resolution
• Root cause analysis

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