SME - Google Cloud Platform (GCP)

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).

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 I...