Join Us!
At Google Operations Center we help Google users and customers solve problems and achieve their goals—all while enjoying a culture focused on improving continuously and being better together. We work hard, we play hard, and we want you to join us!As the Cloud Manager - Cloud Support you will be leading a team of Cloud Support and other Tech Process Engineers. This support will be mainly focused on troubleshooting Google Cloud & other Google / 3rd party product related topics and customer environments.
Position Responsibilities
- Establishing baselines and deviations from baselines in a clear manner maintaining response and resolution speed as defined by SLOs.
- Manage, monitor and track day to day activities of GCP and EGS Cloud support, inform stakeholders of potential risks, and escalate events if needed
- Assess the feasibility of proposed problem resolutions, including resource availability and potential schedules, review and approve workarounds and resolutions
- Understand complex, ambiguous, open-ended business problems and produce an actionable, results-oriented strategy to solve these challenges.
- Responsible for high customer satisfaction scores and team quality standards
- Provide high-touch assistance to highest Tier customers, build in-depth understanding of most pressing customer issues and act as an advocate for such issues with Google engineers and Program Managers.
- Responsible for a team of GOCers as their People Manager. Guide the team to achieve desired business results by driving performance, conveying goals, providing frequent coaching and feedback.
- Responsible for driving various people's practices and will work towards driving employee retention and building an engaged workforce.
Minimum Qualifications
- Engineering degree in Computer Science or Electronics or related field
- Excellent English communication skills (both written and oral) and stakeholder management at multiple levels
- 12-15 years of experience with at least 5 years of people management experience
- 6-8 years in a customer facing experience with proven ability to handle customer communications and issues
- Good technical knowledge and past working experience on technologies such as HTML, CSS, protocols, Java/Python, SQL/ETL or any cluster tool (like Hadoop)/Machine Learning and AI/ App Containerization (Docker, Kubernetes)
- Any Cloud Certification or Google Cloud Platform certification
Benefits
- We support you with competitive wages and comprehensive health care including medical, dental and vision coverage
- We support your family with gender-neutral baby bonding leave, 14 week birth-parent maternity leave, and generous life, accident and disability insurance minimums
- Employees who work onsite can enjoy free meals and snacks, and fun onsite experiences
At the Google Operations Center, we don't just accept differences - we celebrate them, we support them, and we thrive on them for the benefit of our employees, our products, and our community. We are committed to equal employment opportunities regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you have a disability or special need that requires accommodation, please let us know.Information collected and processed as part of your GOC jobs profile, and any job applications you choose to submit is subject to GOC's Applicant and Candidate Privacy Policy
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Thanks for your interest in this opportunity! Our recruitment team will contact you if your profile is a good fit for the role. If you don't hear from us within 2-3 weeks, please consider your application unsuccessful at this time. We value your patience throughout this time. For any questions, feel free to reach out to us at goc-candidate-global@googleoperationscenter.com
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