SME - Google Cloud Platform (GCP)
Technology, Data & Digital · IT Infrastructure & Security · Cloud Engineering · DevOps · Data Engineering
In short
The Subject Matter Expert (Support & Ops) is responsible for resolving escalations and incidents within the Support & Operations team, leveraging Google Cloud Platform (GCP) expertise. This role impacts customer satisfaction through effective incident management and quality assurance, requiring stakeholder engagement and adherence to SLAs.
Responsibilities
- Ensure timely resolution and quality compliance of escalated tickets and incidents within GCP, adhering to SLAs and quality norms.
- Mentor team members and administrators, prepare Standard Operating Procedures (SOPs), and maintain comprehensive documentation.
- Validate change order implementation plans, ensure compliance with human error protocols, and participate in GCP resource capacity planning.
- Facilitate positive customer feedback by participating in customer meetings, understanding issues, and providing effective solutions.
- Conduct and validate root cause and trend analysis within GCP, preparing reports for key business stakeholders.
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 effective stakeholder engagement.
- Proficiency in preparing documentation and SOPs for operational processes.
- Ability to mentor and guide team members in a collaborative environment.
Desired Qualifications
- Optional Certifications: Google Cloud Certified Professional Cloud Architect, Google Cloud Certified Professional Data Engineer.
#Google Cloud Platform#GCP#Support#Operations#Incident Management#SLA#Mentoring#Documentation#Change Management#Capacity Planning#Customer Satisfaction#Root Cause Analysis#Trend Analysis#Cloud Architect#Data Engineer
Company
HCLTech
Job Posted
2 weeks ago
Employment Type
Full Time
WorkMode
On Site
Experience Level
Senior
Locations
Bengaluru, India
Applicants
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