GCP Storage Lead

• Lead daily service operations by monitoring case flow, queue performance, and SLA/SLO adherence.
• Conduct quality audits and provide coaching and feedback to team members.
• Support onboarding, training, and continuous skill development initiatives.
• Analyze operational metrics, identify trends, and drive process improvements.
• Handle escalations and ensure timely resolution of operational issues.
• Collaborate with stakeholders to maintain compliance with organizational policies and governance standards.
• Drive operational excellence through effective reporting, workforce management, and process adherence.

Preferred candidate profile

• Bachelor's degree in Computer Science, Information Technology, or a related field.
• 6+ years of experience in Service Operations, Technical Support, or Cloud Infrastructure environments.
• Basic knowledge of Storage technologies and cloud platforms (GCP preferred).
• Experience in case management, queue management, SLA/SLO monitoring, and quality audits.
• Strong analytical, reporting, and problem-solving skills.
• Excellent communication, stakeholder management, and team collaboration abilities.
• Proven ability to coach, mentor, and support team performance.
• Process-oriented mindset with a focus on operational excellence and continuous improvement.