Engagement Manager

Role Overview:

The Engagement Manager - GCP Cloud Platform & Data is responsible for overseeing the end-to-end delivery, governance, and customer engagement for Google Cloud Platform (GCP) managed services. This includes platform operations, data infrastructure management, and service excellence. The role ensures customer satisfaction, SLA compliance, and continuous improvement through proactive service management and strategic alignment with business objectives.

Required Skills & Experience

• Excellent communication, interpersonal and managerial skills
• Must be open to work in a 24x7 model, to support global customers across time zones.

Expertise in:

• GCP Core Platform Services (Compute, Storage, Networking, IAM)
• GCP Core Data Services (BigQuery, Dataflow, Pub/Sub, Cloud SQL, Dataproc, Looker)
• DevOps & Automation (Terraform, Cloud Build, CI/CD Pipelines)

Key Responsibilities

1. Customer Engagement & Governance

• Serve as the primary customer interface for GCP managed services covering both platform and data operations.
• Conduct regular governance meetings (weekly/monthly/quarterly) to review service performance, SLA compliance, and improvement initiatives.
• Manage escalations effectively, ensuring transparent and timely communication with stakeholders.
• Build and maintain strong, trusted relationships with customer technical and business teams.
• Ensure service delivery aligns with contractual commitments and customer business needs.

2. Service Delivery Oversight

• Oversee day-to-day operations of GCP platform services (Compute Engine, GKE, Cloud Functions, IAM, Networking, etc.) and data services (BigQuery, Dataflow, Pub/Sub, Cloud SQL, Dataproc, Looker, etc.).
• Govern managed services across incident, problem, change, and release management processes in alignment with ITIL standards.
• Monitor key performance metrics (SLA, MTTR, incident trends) and drive proactive improvement actions.
• Ensure compliance with security, governance, and FinOps practices within GCP environments.
• Collaborate with L2/L3 GCP engineers, architects, and platform teams to ensure stable, optimized, and secure operations.
• Ensure that all the projects are audit compliant ready to meet the internal and external audits expectations.

3. Financial and Contract Management

• Manage engagement financials including service cost tracking & invoicing, consumption & usage optimization, and billing validation.
• Support contract review & renewals, scope alignment & expansions of managed services cost with business growth.
• Drive FinOps initiatives for cost visibility and optimization across GCP services.

4. Continuous Improvement & Transformation

• Identify automation and modernization opportunities within GCP operations (e.g., Cloud Deploy, Terraform, Operations Suite).
• Lead service improvement plans (SIPs) and coordinate with engineering teams for implementation.
• Drive innovation initiatives - e.g., adopting new GCP services, enhancing observability, or improving CI/CD efficiency.

5. Team Leadership & Coordination

• Coordinate service delivery across onshore/offshore teams, ensuring continuous coverage and operational excellence.
• Mentor and guide GCP platform and data engineers on delivery priorities and customer expectations.
• Foster a culture of proactive problem-solving, technical innovation, and accountability.