Program Manager - Google Cloud Support
Current● Monitor the queue and troubleshoot and perform troubleshooting tickets in order to assist Cloud Partner Advisors● Manage tickets related to Premium Partners from the Cloud Partner Support domain● Incident management support (P0/P1) including identifying, triaging, escalating and collaborating with cross functional teams.● Identify trends and root cause analysis for issues and liaise with the respective stakeholders for resolution.● Auditing processed transactions to measure accuracy.● Create and present weekly & quarterly insights with client cross functional teams● Work on automations and process improvements using historical data● Facilitate trainings & ramping of team members on new product / feature launches● Creating and maintaining documentation on cases, guidelines, and policies● Review existing processes and identify opportunities for process improvement through data analysis, stakeholder collaboration, and observation.● Resolution of support requests in areas such as: user management and security, data management, incidents/bugs, email-to-case, workflow/approval flow updates, reports/dashboards● Development of knowledge, articles and end-user training guides for new feature releases● Maintain service level agreements and high customer satisfaction scores● Provide recommendation for process redesign.● Design tool functioning to work within the Google environment that will optimize processes.● Keep application / product owners informed about system functionality and issues● Prioritize and respond to all user requests that come into the Vector cases system and make sure all requests are handled correctly within defined SLA’s.● Help desk support with multiple stages of framework like Finance administration, partner program management, program administration & deal processing
