TeamLead
Virtusa
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Job Description
As the L1 Support Lead, you will oversee a 24/7 front-line team responsible for the health and availability of Google Cloud Platform (GCP) and Google Workspace (GWS) environments. You will ensure that your team provides rapid, high-quality technical assistance while maintaining strict adherence to SLAs. Your mission is to minimize downtime through proactive monitoring and to coach your team in utilizing modern AI diagnostic tools like Gemini for Google Cloud.Key Responsibilities Team Leadership & Operational ExcellenceIncident Orchestration: Act as the primary escalation point for L1 engineers, deciding when to move a ticket to L2/L3 or involve SRE teams.SLA & KPI Management: Track and report on key metrics including Mean Time to Acknowledge (MTTA), First Call Resolution (FCR), and Customer Satisfaction (CSAT).Shift & Rota Management: Ensure 24/7 coverage across global time zones, managing handovers to prevent ticket leakage between shifts.Continuous Mentorship: Conduct weekly ticket reviews and coaching sessions to upskill junior engineers on GCP services and troubleshooting frameworks. Technical Oversight (GCP & GWS)Infrastructure Monitoring: Supervise the use of Cloud Monitoring and Cloud Logging to identify anomalies before they become outages.Identity & Security: Oversee IAM policy audits, password resets, ansole.Runbook Evolution: Maintain and update the team's Knowledge Base (KB),
CertificationsGoogle Associate Cloud Engineer (Required); Professional Cloud Architect (Highly Preferred).GCP TechnicalProficiency in Compute Engine, Cloud Storage, VPC Networking, and IAM.Leadership3+ years in a senior support or lead role within an ITIL-based environment.ToolsHands-on experience with ServiceNow/Jira, PagerDuty, and Google Cloud SDK.Soft SkillsExceptional technical writing and the ability to remain calm during P1/P0 war room incidents.
About The Company
Virtusa
Virtusa Corporation provides digital engineering and technology services to Forbes Global 2000 companies worldwide. Our Engineering First approach ensures we can execute all ideas and creatively solve pressing business challenges. With industry expertise and empowered agile teams, we prioritize execution early in the process for impactful results. We combine logic, creativity and curiosity to build, solve, and create. Every day, we help clients engage with new technology paradigms, creatively building solutions that solve their most pressing business challenges and move them to the forefront of their industry. Join us at Virtusa, an equal opportunity employer that values inclusion and diversity. Check out Virtusa.com/careers to find out more.
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