Tech Support L2 GCP

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),