Job Summary
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).
Key Responsibilities
- 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.
Skill 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 EnvironmentOther Requirements
1. Optional Certifications: Google Cloud Certified Professional Cloud Architect, Google Cloud Certified Professional Data Enginee
SME - Google Cloud Platform (GCP) employer: HCL Technologies
HCLTech is an exceptional employer for a Senior Manager in the dynamic field of organizational change management, offering a collaborative work culture that prioritises innovation and employee development. With a strong focus on professional growth, employees are encouraged to lead impactful projects while benefiting from comprehensive training and mentorship programs. Located in a vibrant area, HCLTech provides unique opportunities to engage with diverse teams and clients, making it a rewarding place for those seeking meaningful contributions to organisational success.
