SME - Google Cloud Platform (GCP)

HCL Technologies Limited; Dadri; On-site; INR 900,000 - 1,500,000; Full time

Job summary

HCLTech in India is hiring a Subject Matter Expert (Support & Ops) to ensure timely resolution of escalations and incidents within the GCP domain. You will drive incident management, quality assurance, and adherence to SLAs while coordinating with stakeholders.

The role emphasizes mentoring teammates, documenting SOPs, and analyzing root causes and trends. You will prepare reports for senior stakeholders and help capacity planning for GCP resources, delivering value to customers.

Qualifications

• In-Depth knowledge of Google Cloud Platform (GCP) and support operations.
• Strong analytical skills with incident management experience.
• Excellent communication and stakeholder engagement abilities.
• Proficiency in preparing documentation and SOPs.
• Ability to mentor teammates in a collaborative environment.

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 In Capacity Planning Activities For Gcp Resources.
• Facilitate Positive Customer Feedback By Actively Participating In Customer Meetings, Understanding Issues Faced, And Providing Effective Solutions That Enhance Customer Satisfaction.
• 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.

Skills

GCP knowledge

Incident management

Communication skills

Documentation & SOPs

Mentoring

Job description

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

At HCLTech, you'll supercharge your potential. You'll find your career. And you'll 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 223,000 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 June 2026totaled $14.8billion.