GCP Storage Lead

Job description

- Lead daily service operations by monitoring case flow, queue performance, and SLA/SLO adherence. - Conduct quality audits and provide coaching and feedback to team members. - Support onboarding, training, and continuous skill development initiatives. - Analyze operational metrics, identify trends, and drive process improvements. - Handle escalations and ensure timely resolution of operational issues. - Collaborate with stakeholders to maintain compliance with organizational policies and governance standards. - Drive operational excellence through effective reporting, workforce management, and process adherence. **Preferred candidate profile** - Bachelor's degree in Computer Science, Information Technology, or a related field. - 6+ years of experience in Service Operations, Technical Support, or Cloud Infrastructure environments. - Basic knowledge of Storage technologies and cloud platforms (GCP preferred). - Experience in case management, queue management, SLA/SLO monitoring, and quality audits. - Strong analytical, reporting, and problem-solving skills. - Excellent communication, stakeholder management, and team collaboration abilities. - Proven ability to coach, mentor, and support team performance. - Process-oriented mindset with a focus on operational excellence and continuous improvement.