GCP Lead

Job description

**GCP Tech Support Lead** As the L1 Support Lead, you will oversee a 24/7 front-line team responsible for the health and availability of Google Cloud Platform (GCP) and Google Workspace (GWS) environments. You will ensure that your team provides rapid, high-quality technical assistance while maintaining strict adherence to SLAs. Your mission is to minimize downtime through proactive monitoring and to coach your team in utilizing modern AI diagnostic tools like **Gemini for Google Cloud** . **Key Responsibilities Team Leadership & Operational ExcellenceIncident Orchestration** Act as the primary escalation point for L1 engineers, deciding when to move a ticket to L2/L3 or involve SRE teams. **SLA & KPI Management** Track and report on key metrics including **Mean Time to Acknowledge (MTTA)** , **First Call Resolution (FCR)** , and **Customer Satisfaction (CSAT)** . **Shift & Rota Management** Ensure 24/7 coverage across global time zones, managing handovers to prevent "ticket leakage" between shifts. **Continuous Mentorship** Conduct weekly ticket reviews and coaching sessions to upskill junior engineers on GCP services and troubleshooting frameworks. **Technical Oversight (GCP & GWS)Infrastructure Monitoring** Supervise the use of **Cloud Monitoring** and **Cloud Logging** to identify anomalies before they become outages. **Identity & Security** Oversee IAM policy audits, password resets, ansole. **Runbook Evolution** Maintain and update the team’s Knowledge Base (KB), **Certifications** Google Associate Cloud Engineer (Required); Professional Cloud Architect (Highly Preferred). **GCP Technical** Proficiency in Compute Engine, Cloud Storage, VPC Networking, and IAM. **Leadership** 3+ years in a senior support or lead role within an ITIL-based environment. **Tools** Hands-on experience with ServiceNow/Jira, PagerDuty, and Google Cloud SDK. **Soft Skills** Exceptional technical writing and the ability to remain calm during P1/P0 "war room" incidents.