Tech Shift Lead - Storage (Google/GCP)

Overview

This role involves taking leadership in technology shift operations specifically focused on Google Cloud Platform (GCP) storage services. The position includes managing service operations, ensuring adherence to established service level agreements, and driving continuous improvement in processes.

Key Responsibilities

• Oversee service operations with attention to operational metrics and compliance with SLAs and SLOs.
• Utilize case management tools and dashboards to monitor workflows effectively.
• Conduct quality audits for cases and provide structured feedback to agents to enhance service quality.
• Manage real-time queue performance and ensure workforce productivity aligns with operational targets.
• Facilitate onboarding as well as continuous training covering both technical and non-technical areas.
• Assist in performance management by supporting coaching initiatives and generating reports.
• Analyze operational data to detect trends, areas for improvement, and escalate operational or process-related challenges as needed.
• Ensure the team adheres to prescribed processes, policies, and governance standards to maintain compliance.

Requirements

• Sound knowledge of service operation processes and metrics essential for effective management.
• Experience working with case management systems and performance dashboards.
• Strong analytical skills along with reporting capabilities.
• Excellent communication and stakeholder management skills.
• Demonstrated ability to enforce process adherence and drive continuous improvement.

Eligibility

Applicants need to be graduates with any degree, including B.Tech or B.E., in any specialization.