GCP Technology Analyst


Offre publiée le 2024-07-10



What You will do :

As a member of the Google Cloud Platform’s Escalation Management team, you will perform escalation management duties for all products and services impacting our Business customers.

You will also regularly communicate with Operations teams during events impacting multiple customers or team members and gather impact details to be conveyed on Management reportings.

You will be operating in a fast-paced environment with operations spanning 24 hours a day, 7 days a week. Your commitment to maintaining the highest standard of customer service is essential.

The successful candidate will be an IT or Customer Service specialist with strong communication skills, or an individual with a specific expertise that can acquire additional skills quickly.

  • Acknowledge, triage, drive progress and resolve escalated tickets to minimize customer impact
  • Coordinate with multiple stakeholders to expedite resolution activities
  • Communicate escalation status across multiple streams
  • Maintain the Escalation Management Process Playbook updated
  • Establish relationship with external partners
  • Lead operational bridges for complex incidents
  • Participate on steering committees with the intent of advising, compiling and authorizing recommendations that impact the business
  • Facilitate post incident reviews with stakeholders to find root cause on major incidents and implement improvements to reduce repeat failures
  • Conduct research, investigation and analysis as required to meet our business objectives
  • Regularly interact with Leadership teams


Your ideal profile :

  • Knowledge of Incident, Problem and Change Management concepts (ITIL)
  • Good understanding of the Google Cloud Platform products and organizational structure
  • Solid negotiation and problem solving skills with the ability to think creatively and deal with high levels of ambiguity
  • Excellent written and communication skills with the ability to communicate information at all levels of the organization
  • Excellent customer service in fast-paced environment
  • Ability to work independently with equal emphasis on collaboration with a closely knit team
  • Strong desire to contribute to process improvement
  • Strong ability to communicate both orally and in writing to technical and non-technical audience
  • Strong ability to mentor fellow team members and provide training
  • Competence in the use of Google applications
  • Highly motivated, creative, self-sufficient with ability to work successfully under pressure

Professional Certification and Experience :

  • Post-secondary degree or equivalent industry experience is strongly recommended
  • ITIL Foundations certification Great asset to have
  • 2 years of work experience in an Incident Management / Escalation role
  • 16 hours ago