Job duties and responsibilities :

- Serve as a business partner for Google on customer and operational initiatives

- Lead their teams in GCP/Google Workspace operations

- Own business KPIs and drive action to achieve them

- Ensure staffing/productive hours targets are met

- Drive employee engagement and satisfaction

- Administer finances of the operation

- Act as the main point of contact for the Google management team

- Effectively manage teams including tasks such as resource planning, career planning, performance management, attrition management etc.

- Handle user/customer escalations and formulate actions to resolve any concerns and ownership till resolution

- Regularly formulate and execute internal and external governance

- Effectively handle client escalations and formulate actions to resolve any concerns

- Work with the operations managers to obtain necessary resources like training and support for the team's requirements

- Conduct quality assessment of agents- performance and formulate trends for performance improvement of agents & teams

- Ensure that the team members have the necessary knowledge and training to effectively deliver on their targets

- Identify process improvement ideas, mentor team members on implementing improvement ideas/Six sigma/lean projects

Required Skill :

- Experience in managing teams

- Able to coach, mentor, motivate and interact with people

- Excellent verbal and written communications

- Strong decision making and analytical ability

- Demonstrates patience, passion for problem solving, ability to use knowledge bases, tools

- Able to negotiate, good presentation and client Interfacing skills

Technical skills :

- Experience in managing an IT Service Desk/technical support process

- Advanced support knowledge of Operating systems across various platforms, general productivity applications like MS outlook, MS excel, Lotus Notes etc.

- Advanced knowledge on basic concepts of networking

- Expertise on the concepts of computer and mobile hardware/ software

- Able to gather disorganized data into usable knowledge articles

- Basic knowledge of cloud computing and types of cloud computing

- Basic Knowledge of Mail server settings - IMAP, POP and SMTP

- Basic Knowledge of Domain Server Concepts like DNS ( Domain Name Server/Domain Naming System), DKIM and DMARC

- Basic Knowledge of SPF (Sender Policy Framework) or SPF records /TXT records, MX records, CNAME

- Experience in working on Active Directory

- Basic knowledge of Internet Protocols - LDAP (Lightweight Directory Access Protocol )

- Basic knowledge if SSON (Single Sign On)

- Basic knowledge of API (Application-Programming Interface)

Education and other requirement :

- BCA/BTECH/MCA/BE- Computer Science

- Willingness to work in rotational shifts

- 24X7 operations

- Flexible with Weekly Offs

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