Senior Support Lead - IT Operations
HCLTech
Anekal, Karnataka, IndiaPosted 21 days agoDiscoveredMatch locked
Full-time
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
- 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.
- 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.
- 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.
- Provide Comprehensive Technical Assistance To Team Members By Facilitating Knowledge Sharing And Mentoring, Enabling Them To Resolve Customer Issues Efficiently And Effectively.
- 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
- Itil Foundation Certification Is Preferred But Not Mandatory.
- Certifications Related To Product Support And Customer Service Management Are Optional But Valuable.
Not included in the source posting: about the role, benefits.
Skills
gcpkubernetessqlproduct-managementqa
Who can apply
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