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Job Description: Shift Lead/Incident Manager – Google Cloud Platform - IT Production Operations

Location: Bangalore

Experience: 10+ years

Position Overview

We are seeking a highly experienced Shift Lead/Incident Manager to join our Google Cloud Platform (GCP) Production Operations team. The ideal candidate will have over 10 years of experience in IT operations, incident management, and leadership roles, with specific expertise in managing production operations on GCP. This position requires a proactive individual with a strong technical background, excellent problem-solving skills, and the ability to manage and lead a team in a fast-paced environment.

Key Responsibilities

1.    Incident Management: Manage and coordinate incident response efforts, including assessing and prioritizing incidents, communicating effectively with stakeholders, and guiding response efforts.

2.    Recovery Process Management: Oversee the recovery process based on best practices and ITIL standards.

3.    Process Standardization: Ensure consistent application of the incident management process.

4.    Team Coordination: Oversee roles and responsibilities of team members, ensuring they understand and fulfil their roles.

5.    Incident Assessment and Prioritization: Assess situations, prioritize actions, determine the extent of incidents, identify necessary resources, and deploy personnel efficiently.

6.    Reporting: Create weekly and monthly reports based on client SLAs and KPIs. Conduct daily, weekly, and monthly health checks on incidents logged.

7.    Communication: Act as the central communication point for major incidents. Communicate with internal and external stakeholders to provide accurate and timely updates.

8.    Incident Response Procedures: Ensure well-documented incident response procedures are in place and followed.

9.    Service Improvement: Drive continuous service improvements of the process and ITSM incident module. Identify process improvement opportunities and lead efforts.

10. Strong working experience in Application support & service management tools : ServiceNow, JIRA 

11. Strong knowledge of issue resolution & escalation practices 

12. Sound knowledge of any public cloud & Dynatrace & Grafana monitoring tools

Required Qualifications

• Experience: Minimum of 10 years of experience in IT operations, incident management, and leadership roles, with at least 5 years of experience specifically in managing production operations on Google Cloud Platform.
• Technical Expertise: Strong technical background with expertise in Google Cloud Platform infrastructure, systems, and applications. Proficiency in troubleshooting and resolving complex technical issues on GCP.
• Leadership Skills: Proven ability to lead and manage a team, with excellent interpersonal and communication skills.
• Problem-Solving: Exceptional problem-solving skills and the ability to make quick, effective decisions under pressure.
• Process Improvement: Experience in implementing process improvements and best practices in GCP operations.
• Communication: Strong written and verbal communication skills, with the ability to convey technical information to non-technical stakeholders.
• Documentation: Proficiency in maintaining accurate records and generating detailed reports.
• Compliance and Security: Knowledge of IT compliance standards and security protocols, specifically related to GCP.
• Analytical Skills: Ability to conduct root cause analysis and develop preventive measures.
• Education: Bachelor's degree in Computer Science, Information Technology, or a related field. Advanced certifications in GCP, ITIL, PMP, or similar are preferred.

Preferred Qualifications

• Certifications: GCP Professional Cloud Architect, GCP Professional Cloud Security Engineer, ITIL, PMP, CISSP, or other relevant certifications.
• Industry Knowledge: Familiarity with industry-specific regulations and standards.
• Project Management: Experience in managing IT projects and initiatives.
• Advanced Degree: Master's degree in a related field.

Working Conditions

• Location: The role might require to be present in client location/Deloitte offices/Work from Home.
• Shift Work: This position may require working in shifts, including nights, weekends, and holidays.
• On-Call: Availability for on-call duties to respond to major incidents outside of regular working hours.