.Puebla, MexicoIBM Power for Google Cloud (IP4G) is a rapidly growing public cloud infrastructure platform with a global presence in Google Cloud regional extension data center locations. IP4G allows the largest enterprises to modernize the infrastructure that supports their mission-critical workloads.This role is complementary to our Site Reliability Engineering role with an emphasis on customer communication and incident response. In this role, you will use your technical skills to analyze and solve complex problems with critical workloads that run in IP4G and Google Cloud. You will increase your technical breadth by collaborating with customers, vendors, and our own engineering and development teams to deliver excellent customer service. Finally, you will participate in and improve our Incident Management process to provide optimal customer support.We are seeking someone passionate about technology, solving problems, and empowering people. You should excel at collecting and analyzing technical details, have the desire to work with a diverse team, and feel you can strengthen our exceptional support and operations teams.Join our team, where your communication skills, autonomy, and collaborative spirit will contribute directly to the success and customer experience of IBM Power for Google Cloud.General AccountabilitiesSuccessfully manage technical support requests from our IBM Power for Google Cloud customers who need assistance with performance and/or troubleshooting.Troubleshoot production issues spanning various levels of the technology stack and engage appropriate engineering teams as required.Understand customer's needs and business pain points to deliver outstanding support and maintain high customer satisfaction.Collaborate with internal engineering teams and Google to address customer incidents and support requests associated with IBM Power for Google Cloud.Provide Root Cause Analysis and possible solution improvements that enable effective troubleshooting and diagnostics.Follow and mature all IP4G support-related processes, procedures, and policies.Contribute to public and internal documentation to amplify your impact.Collaborate with the Infrastructure Operations Team (IOC) Manager to build an effective technical team that supports IBM Power for Google Cloud and adjacent Google Cloud Marketplace offerings.Collect, analyze, and report on IP4G support metrics / KPIs to identify problems or areas of focus.Contribute to the development and continuous improvement of Customer Support procedures and infrastructure.Collaborate with engineering and observability teams to improve telemetry and log collection, add new dashboards, and create alerts.Collaborate with Product Management to shape and prioritize feature requests and bug remediation.Collaborate with the Incident Manager on the continuous improvement of the incident response process
