Cloud Support Engineer Specialist

As the Cloud Support Engineer Specialist will be mainly responsible for providing real-time/ side by side coaching and facilitating various training programs that will help improve agents’ performance. Responsibilities: Do training needs analysis. Understand the required level of communication skills of GOC members, identify an individual’s areas for improvement and provide drills, lessons / recommendations that target these areas, research/create training materials, develop knowledge assessments/ test design, deliver the training and measure training effectiveness post training. Training delivery for onboarding and new product launches Technical writing for documentation Process tickets to stay up to date with the process and continuous improvement on the product skills Conduct follow-up training on GOC members who need extra time to improve their individual skills level. Work with different GOC managers to identify performance gaps and come up with effective training programs, sessions and schedules. Proactively develop activities or modules to supplement existing programs or initiatives & propose continuous improvements in training processes Attend quality calibration calls, provide recommendations & prepare reports like training effectiveness measures, and data analysis for business review Minimum Qualifications Engineering degree in Computer Science or Electronics or related field Excellent English communication skills (both written and oral) and stakeholder management at multiple levels Any Associate level Cloud Certification, preferably GCP Hands-on experience with GCP Cloud Platform 5 ~ 8 years of experience with with Data Warehousing, Databases, Data mining and SQL Basic or intermediate coding skill. Preferred Qualifications: Good Presentation and Facilitation Skills Strong interpersonal and customer service skills Can work under pressure & with minimum supervision Working Conditions Cyclical work shift including work hours at night Overtime and On-Call may be required