●     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