SME - Google Cloud Platform (GCP)

Job Description

SME - Google Cloud Platform (GCP)

Noida, Uttar Pradesh

Job Summary

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).

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. Strong Analytical Skills With Experience In Incident Management And Resolution

3. Excellent Communication And Interpersonal Skills For Effective Stakeholder Engagement

4. Proficiency In Preparing Documentation And Sops For Operational Processes

5. Ability To Mentor And Guide Team Members In A Collaborative Environment

Other Requirements

1. Optional Certifications: Google Cloud Certified Professional Cloud Architect, Google Cloud Certified Professional Data Enginee

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Information at a Glance

Why HCLTech?

At HCLTech, youll supercharge your potential. Youll find your career. And youll find your spark. All at a place that knows that helping its customers stay on top starts by putting its people first.

HCLTech is a global technology company, home to more than 230,000 people across 60 countries, delivering industry-leading capabilities centered around digital, engineering, cloud and AI, powered by a broad portfolio of technology services and products. We work with clients across all major verticals, providing industry solutions for Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services. Consolidated revenues as of 12 months ending September 2026 totaled $14.8 billion.