Technical Support Leadership Position for Google Cloud Platform

9 hours ago


Chennai, Tamil Nadu, India Mastech Digital Full time

Overview

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Mastech Digital is a service-based company that offers comprehensive support services. We are seeking a seasoned Technical Support Engineer to lead our Level 1 and Level 2 support teams.

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Responsibilities:

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  • Provide leadership and direction to the L1 and L2 support teams, ensuring effective coordination and collaboration among team members.
  • Serve as primary technical authority offering guidance and support to L1 and L2 teams.
  • Actively involve in the resolution of complex technical issues that escalate beyond the capabilities of L1 and L2 technicians.
  • Conduct Root Cause Analysis (RCA) to identify the underlying causes of technical issues and implement corrective actions to prevent recurrence.
  • Work closely with cross-functional teams to effectively triage and troubleshoot issues.
  • Ensure all support activities align with industry best practices and organizational standards.
  • Develop and maintain documentation of standard operating procedures ensuring all team members are adequately trained.
  • Develop and maintain key performance indicators (KPIs) to measure the effectiveness of L1 and L2 support activities.
  • Develop and maintain strong relationships with clients, acting as the primary point of contact for escalated issues and concerns.
  • Stay abreast of the latest industry trends and technologies, integrating them into the support framework where applicable.
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Requirements:

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  • Bachelor's or Master's degree in Computer Science & Engineering, or a related field.
  • Minimum of 7-10 years of experience in IT support, with at least 3-5 years in a lead role in Managed Services projects providing L1 & L2 support.
  • Experience with ITIL or other IT service management frameworks is highly desirable.
  • Strong technical proficiency in data integration and engineering services with focus on messaging systems, APIs, microservices, and containers.
  • Strong technical proficiency in cloud native integration & reporting tools including dbt, Fivetran, Tableau, etc. from a support and maintenance perspective.
  • Strong technical proficiency in Google Cloud Platform (GCP) services, particularly BigQuery, Cloud Composer, Dataflow, Pub/Sub, GKE, and Cloud Storage.
  • Strong technical proficiency in using Datadog for application monitoring.
  • Hands-on experience with scripting tools and languages for data processing, analysis and reporting activities.
  • Exceptional communication skills, both written and verbal, with the ability to convey complex technical concepts to non-technical stakeholders.
  • Strong customer service orientation, with a commitment to delivering exceptional support experiences.
  • Excellent problem-solving skills and the ability to think critically and strategically.
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Salary Estimate: $80,000 - $120,000 per year, depending on experience and qualifications.

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About Us:

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Mastech Digital is a leading provider of technology services, with expertise in IT support, managed services, and digital transformation.

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Location:

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Chennai, Tamil Nadu (remote work options available)

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Contact Information:

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Please submit your resume and cover letter through our website: www.mastechdigital.com



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