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Role Overview:
The Specialist serves as the primary gateway for all incoming support requests for GNP and Gamma platforms. You are responsible for maintaining ticket board hygiene and ensuring that routine inquiries are resolved through existing documentation and standard procedures. Your primary goal is to ensure service consistency and protect Engineering and SME (L2) time by resolving technical queries at the first point of contact.
Position Responsibilities:
Ticket Board Ownership: Maintain end-to-end hygiene of the global ticket board; assess incoming tickets for urgency, verify necessary data, and ensure no ticket stagnates in Buganizer.
Initial Triage & Filtering: Serve as the first line of defense; assess incoming requests and attempt first-contact resolution for GNP/Gamma users.
Knowledge Base Gatekeeping:



Master existing documentation to resolve inquiries, ensuring no question already addressed in the Internal Knowledge Base reaches the Engineering team.
SOP & Checklist Execution: Follow rigorous Standard Operating Procedures (SOPs) and checklists to ensure service consistency and accurate technical campaign approvals (including Ariane status checks for product launches).
Practical Platform Mastery: Fluently navigate the GNP/Gamma platforms to execute live tasks, tool configurations, and core functionalities.
Manage the YAQs queue: Triaging incoming YAQs (internal question and answer platform), validating requirements, and providing accurate resolutions.
Feature Integration: Perform testing for current Gamma and GNP features to ensure quality and functionality.
Access Provisioning Support: Assist with routine access requests for internal users via Sphinx and Lantern protocols.
Stakeholder Communication: Provid

📌 Tech Process Specialist (Gurugram)
🏢 Google Operations Center
📍 Gurugram