The Job

SME - Google Cloud Platform (GCP)

Technology, Data & Digital · IT Infrastructure & Security · Cloud Engineering · DevOps · Data Engineering

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In short

The Subject Matter Expert (Support & Ops) for Google Cloud Platform (GCP) is responsible for timely resolution of escalated incidents within the Support & Operations team. This role impacts customer satisfaction through effective incident management, quality assurance, and stakeholder communication, while also mentoring team members and maintaining documentation.

Responsibilities

  • Ensure on-time resolution and quality compliance of escalated tickets and incidents within GCP, adhering to established 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 capacity planning for GCP resources.
  • Facilitate positive customer feedback by participating in customer meetings, understanding issues, and providing effective solutions.
  • Conduct and validate analyses such as root cause and trend analysis within GCP, and prepare 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: Google Cloud Certified Professional Cloud Architect
  • Optional: Google Cloud Certified Professional Data Engineer
#GCP#Cloud#Support#Operations#Incident Management#SLA#Documentation#Change Management#Capacity Planning#Customer Satisfaction
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Company

HCLTech

Job Posted

2 weeks ago

Employment Type

Full Time

WorkMode

On Site

Experience Level

Mid-Senior

Locations

Noida, India

Applicants

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