SME - Google Cloud Platform (GCP)

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

In short

The Subject Matter Expert (Support & Ops) plays a critical role in ensuring the timely resolution of escalations and incidents within the Support & Operations team. By leveraging expertise in Google Cloud Platform (GCP), this position directly impacts customer satisfaction through effective incident management and quality assurance. The role requires active engagement with stakeholders to facilitate communication and ensure adherence to service level agreements (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 documentation.
Validate change order implementation plans and ensure compliance with human error protocols.
Participate in capacity planning activities for GCP resources.
Facilitate positive customer feedback by participating in customer meetings and providing effective solutions.
Conduct and validate analyses such as root cause and trend analysis within GCP.
Prepare reports that enhance task performance and present them to 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

Skills

Google Cloud PlatformIncident ManagementRoot Cause AnalysisDocumentationSOPs

#GCP#Cloud#Support#Operations#Incident Management#SLA#Customer Satisfaction

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