Job Summary

• GCP Knowledge: In-depth understanding of core GCP services (e.g., Compute Engine, Kubernetes Engine, Cloud SQL, Cloud Storage, Cloud Monitoring, Cloud Logging, Pub/Sub, Dataflow).
• Cloud Concepts: Solid grasp of cloud architecture, scalability, high availability, disaster recovery, security best practices in a cloud environment.
• ITIL: Familiarity with ITIL processes, particularly Incident Management, Problem Management, Change Management, and Service Level Management.
• Production Support (L2 Perspective): Experience in troubleshooting complex issues, analysing logs, identifying root causes, implementing workarounds, and escalating appropriately.
• Communication Skills: Excellent written and verbal communication for internal and external stakeholders.

Key Responsibilities

1. Act As A Point Of Escalation For Complex And High-Priority Customer Issues By Utilizing Advanced Problem-Solving Skills And Technical Expertise To Ensure Timely And Effective Resolution.
2. Conduct Root Cause Analysis For Critical Issues, Utilizing Data Analysis Tools And Methodologies To Establish Preventive Measures That Reduce Future Defects And Enhance Product Reliability.
3. Collaborate Closely With Product Management, Development, And Qa Teams By Providing Strategic Feedback On Product Improvements, Influencing Design Decisions, And Ensuring Alignment With Evolving Customer Needs And Expectations.
4. Provide Comprehensive Technical Assistance To Team Members By Facilitating Knowledge Sharing And Mentoring, Enabling Them To Resolve Customer Issues Efficiently And Effectively.
5. Drive Continuous Improvement Initiatives For Support Processes And Workflows By Identifying Opportunities For Innovation, Automation, And Efficiency Enhancements, Implementing Best Practices To Optimize Service Delivery.

Skill Requirements

• GCP Knowledge: In-depth understanding of core GCP services (e.g., Compute Engine, Kubernetes Engine, Cloud SQL, Cloud Storage, Cloud Monitoring, Cloud Logging, Pub/Sub, Dataflow).
• Cloud Concepts: Solid grasp of cloud architecture, scalability, high availability, disaster recovery, security best practices in a cloud environment.
• ITIL: Familiarity with ITIL processes, particularly Incident Management, Problem Management, Change Management, and Service Level Management.
• Production Support (L2 Perspective): Experience in troubleshooting complex issues, analysing logs, identifying root causes, implementing workarounds, and escalating appropriately.
• Communication Skills: Excellent written and verbal communication for internal and external stakeholders.

Other Requirements

1. Itil Foundation Certification Is Preferred But Not Mandatory.
2. Certifications Related To Product Support And Customer Service Management Are Optional But Valuable.