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Tier-1 brand, mid-level generalist cloud title, metro location, and broad service-delivery requirements drive high competition.
Cloud operations skills transfer across industries, but managed‑services and escalation experience moderately increases specificity.
Explicit 4–12 years and required cloud/service-delivery experience impose moderate shortlisting filters.
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Oversee service desk operations for GCP, GWS, and Billing support with responsibility for SLA/SLO compliance and case flow monitoring.
Conduct quality audits and provide structured feedback and training to support agents to maintain operational standards.
Manage real-time queue performance, support coaching, and handle escalations related to operations and process issues.
4 to 12 years relevant experience in IT, Cloud or Managed Services environments.
Bachelor of Engineering degree required.
Google Cloud certification preferred for leadership roles but not mandatory.
Location requirement: Chennai.
Experienced in managing service delivery teams in cloud or IT service desk environments with a focus on operations and escalation management.
Strong analytical capability to interpret operational data and identify improvement areas.
Comfortable managing compliance to processes, policies, and governance frameworks in a service delivery context.