Senior Administrator

Job Summary

The Senior GCP Administrator plays a critical role in delivering advanced technical support and operational excellence within the organization. This position is essential for ensuring high-quality customer feedback through effective troubleshooting, root cause analysis, and proactive incident management in Google Cloud Platform (GCP) environments.

Key Responsibilities

1. Adhere To Quality Standards, Regulatory Requirements, And Company Policies By Implementing Best Practices In Gcp Support Operations.

2. Provide Advanced Technical Support For Complex Incidents Escalated By Analysts, Conducting Root Cause Analysis And Implementing Effective Solutions To Resolve Technical And Security Issues In Gcp Environments.

3. Engage In Value-Adding Activities Such As Updating And Managing The Knowledge Base, Training New Team Members, And Coaching Analysts On Gcp Best Practices.

4. Resolve Complex Support Tickets Within Agreed Slas, Collaborating With Cross-Functional Teams To Ensure Seamless Operations And Maintain A Robust Security Posture In Gcp.

5. Foster A Positive Customer Experience And Improve Customer Satisfaction (Csat) Metrics Through First Call Resolution, Minimizing Rejected Resolutions And Re-Opened Cases, While Actively Mitigating Security Threats.

Skill Requirements

1. Advanced Proficiency In Google Cloud Platform (Gcp) Services And Architecture.

2. Strong Troubleshooting Skills In Cloud Environments, With A Focus On Incident Resolution And Root Cause Analysis.

3. Familiarity With Cloud Security Best Practices And Compliance Requirements.

4. Experience In Knowledge Management And Training Methodologies.

5. Excellent Communication And Collaboration Skills To Work Effectively With Diverse Teams.

Other Requirements

1. Optional But Valuable: Google Cloud Certified Professional Cloud Architect