Infrastructure Support Engineer, Sovereign Operations

Google, London, UK

Experience completing work as directed, and collaborating with teammates; developing knowledge of relevant concepts and processes.

• Bachelor's degree or equivalent practical experience.
• 2 years of experience in Technical Customer Support, IT Operations, or Systems Administration.
• Experience with supporting Linux operating systems, networking, scripting and automation, and application troubleshooting.
• Security Check (SC) level Security Clearance, and a willingness to attain Developed Vetting (DV).

• Experience in working with operating systems, Kubernetes, and public cloud technologies (e.g., Google Cloud Platform (GCP .
• Experience with creating scripts to automate common tasks.
• Understanding of local and wide area network (LAN/WAN).

In this role, you will operate and secure private cloud services. 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.

• 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 are maintained across all work.

Google is proud to be an equal opportunity and affirmative action employer. We are committed to building a workforce that is representative of the users we serve, creating a culture of belonging, and providing an equal employment opportunity regardless of race, creed, color, religion, gender, sexual orientation, gender identity/expression, national origin, disability, age, genetic information, veteran status, marital status, pregnancy or related condition (including breastfeeding), expecting or parents-to-be, criminal histories consistent with legal requirements, or any other basis protected by law.

Google is a global company and, in order to facilitate efficient collaboration and communication globally, English proficiency is a requirement for all roles unless stated otherwise in the job posting.

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