Overview In this role, you will drive timely resolution of escalations and incidents within the Support & Ops team, leveraging GCP expertise to impact customer satisfaction. You will align with SLAs, document solutions, and mentor teammates to promote knowledge sharing. You’ll participate in change validation, capacity planning, and stakeholder meetings to ensure effective communication and quality outcomes. You will perform root cause and trend analyses to inform improvements and reporting to business stakeholders. Responsabilità
* Ensure on-time resolution and quality compliance of escalated tickets and incidents by analyzing issues within GCP and adhering to SLAs and quality norms
* Mentor team members and administrators; create SOPs and maintain comprehensive documentation to promote knowledge sharing
* Validate change order implementation plans and ensure compliance with human error protocols; participate in capacity planning for GCP resources
* Facilitate customer satisfaction by engaging in customer meetings, understanding issues,



and delivering effective solutions
* Conduct and validate analyses such as root cause and trend analyses within GCP; prepare reports for key business stakeholders Requisiti fondamentali
* 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
* Optional certifications: Google Cloud Certified Professional Cloud Architect, Google Cloud Certified Professional Data Engineer
* Stakeholder management
* Mentoring and coaching
* Collaborative problem-solving
* Google Cloud Platform (GCP) expertise
* Incident management and root cause analysis
* Documentation and SOP writing

📌 SME - Google Cloud Platform (GCP) (Monza)
🏢 Hcl Technologies
📍 Monza