Infrastructure Support Engineer, Sovereign Operations

In this role, you will operate and secure private cloud services for Google. You will aim to provide the flexibility, reliability, and scalability of public cloud for customers with high security requirements that can only be met in a private cloud environment. You will deliver and operate these private cloud deployments for the customers, helping scale, secure and maintain the deployment whilst working with Google Cloud product teams to improve our technology.

You will be the first point of contact for customers encountering technical issues with their private cloud workloads. You will be responsible for troubleshooting and resolving a wide range of incidents, acting as a bridge between the customer and internal Google teams.

You will provide timely and effective technical support for customers' issues, diagnosing incidents. Use your technical knowledge and troubleshooting techniques to fix the issues.

You will be required to work collaboratively with other Google teams to escalate and resolve complex issues. If necessary you will update Google's playbooks, not just to help Google's United Kingdom (UK) team but to help similar teams around the world. You will help drive the success of Google Cloud by understanding and advocating customers issues. This will include a need to sometimes work non-standard work hours and participate in an on-call rotation.

Responsibilities:

• Monitor and support queues, troubleshoot and resolve customer issues as appropriate.
• Collaborate with other Google teams in the United Kingdom (UK) Sovereign Operations, as well as wider Google Cloud Engineering teams, to resolve complex issues.
• Respond and take action from platform alerts as necessary, and suggest and run continuous improvement initiatives.
• Support the development and evolution of Service Desk processes.
• Participate in a 24/7 on-call rotation for incident response escalation within response Service Level Agreements (SLA), and ensure that the highest standards of customer service is maintained across all work.