SME-GCP

The Subject Matter Expert (Support andamp; Ops) plays a critical role in ensuring the timely resolution of escalations and incidents within the Support andamp; 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 1. Ensure On-Time Resolution And Quality Compliance Of Escalated Tickets And Incidents By Analyzing Issues Within Gcp, Adhering To Established Slas And Quality Norms. 2. Mentor Team Members And Administrators While Preparing Standard Operating Procedures (Sops) And Maintaining Comprehensive Documentation, Promoting Knowledge Sharing Across The Team. 3. Validate Change Order Implementation Plans And Ensure Compliance With Human Error Protocols While Participating In Capacity Planning Activities For Gcp Resources. 4. Facilitate Positive Customer Feedback By Actively Participating In Customer Meetings, Understanding Issues Faced, And Providing Effective Solutions That Enhance Customer Satisfaction. 5. 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 1. In-Depth Knowledge Of Google Cloud Platform (Gcp) And Its Support Operations 2. ..... full job details .....