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Customer Support Apps Incident Commander/Project Management-Google.
Ref No.: 18-53638
Location: San Jose, California
Position Type:Contract
Experience Level: 9 Years
Start Date: 07/20/2018
 
The Customer Support Apps team designs, develops, deploys and supports in-house and third-party contact center applications for Google's sales & support teams to improve sales productivity and customer satisfaction. As a member of this team, you will play a major role to ensure smooth contact center operations, reliable communications with our clients, and developing and collaborating with a global team of operations engineers to recommend improvements and mitigate issues.
 
Responsibilities:
·      Participate in on-call rotation of Incident Commanders alongside Operations Lead Engineers in a global follow-the-sun support model. Lead outage response across operations team, bringing in other teams, vendors, and suppliers as needed to resolve incidents.
·      Lead and participate in incident postmortems and make recommendations to prevent future incidents based on data gathered during the postmortem process.
·      Work with operations team, service owners and customer teams to plan and implement service and application upgrades and changes, including ensuring that postmortem action items are followed through to completion.
·      In collaboration with the team, plan and implement projects to increase resiliency, ensure system compliance, and configuration standardization.
·      Coordinate with internal engineering teams such as telecom, network, security, hardware, and data center teams, and external suppliers and carriers on incidents, changes, and requests.
Minimum qualifications:
·         Strong communication and leadership skills.
·         Comfort with operating in a fasted-paced environment with the ability to prioritize tasks.
·         Manage time efficiently, and navigate ambiguity.
·  5 years of experience supporting global infrastructure.
·         BA/BS degree or equivalent practical experience.
 
Preferred qualifications:
·  Experience in incident response and problem management at a global scale.
·         Strong understanding of complex IT infrastructure and ability to troubleshoot issues.
·         Strong customer service, organizational, prioritization and multitasking skills
·         Deep understanding in one or more of the following skill-set required within IT Operations: IP Telephony, Contact center, Linux. Networking, Proxy Servers, Security, Scripting & Automation, Application troubleshooting.