Lead hybrid and multi-cloud architecture workstreams within large advisory and transformation programs, owning the design and delivery of architecture outcomes across on-premises, colocation, and public cloud environments.
Locations (5)
Gurugram, Haryana, India
Mumbai, Maharashtra, India
Bangalore, Karnataka, India
Pune, Maharashtra, India
Kolkata, West Bengal, India
Responsibilities
Lead hybrid and multi-cloud architecture workstreams within large advisory and transformation programs
Own the design and delivery of architecture outcomes across on-premises, colocation, and public cloud environments
Act as the primary day-to-day architecture advisor to client VP and Director-level technology stakeholders
Run architecture design sessions, facilitate platform trade-off decisions, and maintain the architecture decision log
Own the detailed design of hybrid cloud reference architectures including private cloud platform configurations (VMware Cloud Foundation, Nutanix)
Requirements
Bachelor's degree in Computer Science, Information Technology, Engineering, or a closely related technical discipline
Master's degree (MBA, MSc in Cloud Computing, or equivalent) preferred
Estimated Salary/Wage USD $132,000.00/Yr. Up to USD $136,000.00/Yr.
Responsibilities
Provide frontline technical customer support through ServiceNow, email, and phone; independently analyze reported issues, assess operational impact and case priority, determine appropriate initial support actions, and provide customers with guidance on resolution paths and next steps.
Meet applicable response and follow-up commitments, including 15-minute FMR for critical P0/P1 cases, 2-hour FMR for P2 (24/7), and 4-hour FMR for P3/P4 (business hours).
Own and independently manage customer cases through resolution, including during Google engineering consults; evaluate case status and available information, determine appropriate follow-on actions within established procedures, and provide customers with ongoing guidance regarding resolution status and next steps.
Prepare maintenance, change-window, and outage communications with required peer review and Lead or Google approval before release; maintain the Service Health Dashboard as directed.
Analyze customer-reported issues and available case information to determine appropriate support actions, identify when specialized technical consultation or escalation is required, and coordinate technical triage and mitigation with Systems Engineers, Senior Operations Leads, and Google engineering.
Requirements
Customer Support Specialist
Chenega Naswik International, LLC · Posted Nov 4, 2024
The Customer Support Specialist provides on-site Tier 1 technical customer support for Google Public Sector’s (GPS) sovereign and classified cloud environments within the USG2 Department of Defense enclave.
Responsibilities
Provide frontline technical customer support through ServiceNow, email, and phone.
Independently analyze reported issues, assess operational impact and case priority, determine appropriate initial support actions, and provide customers with guidance on resolution paths.
Meet applicable response and follow-up commitments (15-min FMR for P0/P1, 2-hour FMR for P2, 4-hour FMR for P3/P4).
Own and independently manage customer cases through resolution.
Prepare maintenance, change-window, and outage communications.
Requirements
Bachelor’s degree in technical field or equivalent military/industry experience
Nice to have: Operating in classified SCIF environments
Nice to have: Supporting Google Cloud
Nice to have: Supporting Google Distributed Cloud (GDC)
Provide frontline technical customer support for Google Public Sector’s sovereign and classified cloud environments, managing ServiceNow cases and coordinating with Google engineering teams.
Locations (2)
Tysons Corner, Virginia, United States
Virginia, United States
Compensation
USD $132,000.00/Yr. Up to USD $136,000.00/Yr.
Responsibilities
Provide frontline technical customer support through ServiceNow, email, and phone
Analyze reported issues and determine appropriate initial support actions
Manage customer cases through resolution, including during Google engineering consults
Prepare maintenance, change-window, and outage communications
Coordinate technical triage and mitigation with Systems Engineers and Senior Operations Leads
Requirements
Bachelor’s degree in a technical field or equivalent military/industry experience
Customer Support SpecialistChenega Naswik International, LLC · Tysons Corner, US