Job Description:

We are looking for an experienced GCP Application Support Lead with strong experience in cloud-based application support and production operations. The candidate will be responsible for managing application support teams, ensuring 24x7 production support, managing client stakeholders, and maintaining SLA/KPI commitments.

Key Responsibilities:

- Manage and lead application/production support activities in a cloud environment.

- Monitor application availability, performance, incidents, and production issues.

- Lead and manage 24x7 support teams, including shift planning, escalations, and operational handovers.

- Manage and coordinate with onshore and offshore teams.

- Act as a key point of contact for senior client stakeholders and provide regular status updates.

- Track, monitor, and report SLA, KPI, incident, and service performance metrics.

- Drive incident, problem, and service management processes to ensure timely resolution.

- Identify opportunities for operational improvements, automation, and enhanced service reliability.

- Collaborate with SRE, Cloud Operations, Infrastructure, Development, and other technical teams.

- Support production releases, deployments, troubleshooting, and root-cause analysis.

- Ensure adherence to operational processes, security standards, and client requirements.

Required Skills:

- 10+ years of experience in Application/Production Support.

- 5-6+ years of hands-on experience with GCP Mandatory.

- Strong understanding of cloud-based application support and production operations.

- Experience in managing 24x7 support environments.

- Strong team leadership and people management skills.

- Experience working in onshore/offshore delivery models.

- Excellent experience in client and stakeholder management.

- Strong understanding of SLA/KPI tracking and reporting.

- Good incident, problem, escalation, and service management experience.

Good to Have:

- Experience in SRE / Site Reliability Engineering.

- Experience with GCP operations, monitoring, reliability, and automation.

- Exposure to DevOps practices and CI/CD.

- Experience with cloud monitoring and observability tools.

- ITIL certification or experience with ITIL processes.