SME - Google Cloud Platform (GCP)

About the role

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.

What you'll do

• 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
• 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
• Conduct And Validate Analyses Such As Root Cause And Trend Analysis Within Gcp

What you need

• GCP
• SOP writing