OverviewIn 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.
ResponsabilitàEnsure 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 fondamentaliIn-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) (Bardi)
🏢 Hcl Technologies
📍 Bardi