The Job

SME - Google Cloud Platform (GCP)

Teknik, data och digitalt · IT-infrastruktur och säkerhet · Molnteknik

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I korthet

The Subject Matter Expert (Support & Ops) will ensure timely resolution of escalations and incidents within the Support & Operations team by leveraging expertise in Google Cloud Platform (GCP). This role impacts customer satisfaction through effective incident management and quality assurance, requiring active engagement with stakeholders to facilitate communication and ensure SLA adherence.

Ansvarsområden

  • Ensure on-time resolution and quality compliance of escalated tickets and incidents by analyzing issues within GCP, adhering to established SLAs and quality norms.
  • Mentor team members and administrators while preparing Standard Operating Procedures (SOPs) and maintaining comprehensive documentation, promoting knowledge sharing across the team.
  • Validate change order implementation plans and ensure compliance with human error protocols while participating in capacity planning activities for GCP resources.
  • Facilitate positive customer feedback by actively participating in customer meetings, understanding issues faced, and providing effective solutions that enhance customer satisfaction.
  • Conduct and validate analyses such as root cause and trend analysis within GCP, preparing reports that enhance task performance and are presented to key business stakeholders.

Krav

  • 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.

Önskade kvalifikationer

  • Optional Certifications: Google Cloud Certified Professional Cloud Architect, Google Cloud Certified Professional Data Engineer.

Förmåner

  • Supercharge your potential, find your career, and find your spark at HCLTech.
  • A place that knows that helping its customers stay on top starts by putting its people first.
  • Work at a global technology company with over 223,000 people across 60 countries.
  • Deliver industry-leading capabilities centered around digital, engineering, cloud and AI.
  • Work with clients across all major verticals: Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services.
  • Consolidated revenues as of 12 months ending June 2026 totaled $14.8 billion.
#GCP#Google Cloud#Cloud Support#Operations#Incident Management#SLA#Mentoring#Documentation#Capacity Planning#Customer Satisfaction#Root Cause Analysis
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Företag

HCLTech

Publicerade jobb

för 3 veckor sedan

Anställningstyp

Heltid

Arbetsform

På plats

Erfarenhetsnivå

Senior

Platser

Bangalore, India

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