Job Description

Job Summary

Core Skillset Requirements for All Options:

• 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. Troubleshoot And Resolve Critical And Complex Support Tickets Using Product Knowledge And Advanced Diagnostic Tools To Ensure Timely Resolution And Minimize Customer Impact.
2. Conduct Hands-On Root Cause Analysis For Critical Issues, Utilizing Data Analysis And Performance Metrics To Identify Underlying Problems And Recommend Actionable Solutions.
3. Implement Preventive Measures To Address Identified Issues, Leveraging Best Practices To Reduce Future Defects And Improve Overall Product Reliability.
4. Provide Technical Assistance And Mentorship To Team Members In Resolving Customer Issues, Sharing Expertise In Product Features And Support Methodologies To Enhance Team Capabilities.
5. Execute Continuous Improvement Activities By Analyzing Team Performance Metrics, Identifying Areas For Enhancement, And Leading Initiatives That Improve Support Processes And Customer Satisfaction.

Skill Requirements

1. Strong Understanding Of Product Support Processes For L1, L2, And L3 Levels.
2. Proficiency In Troubleshooting Techniques And Diagnostic Tools Relevant To Product Support.
3. In-Depth Knowledge Of Root Cause Analysis Methodologies And Preventive Measures.
4. Excellent Communication Skills For Effective Collaboration With Team Members And Customers.
5. Familiarity With Performance Metrics And Continuous Improvement Frameworks.

Other Requirements

1. Itil Foundation Certification (Optional But Valuable).
2. Relevant Product Support Or Technical Support Certifications (Optional But Valuable).