Virtusa Hiring GCP Cloud Support Engineer - Bangalore

Job Description

As a Cloud Support Agent, you will act as the first point of contact for users encountering technical issues within Google Cloud Platform (GCP) and Google Workspace. The role focuses on delivering quick, clear, and effective troubleshooting while maintaining a supportive user experience. Monitoring dashboards and AI assistants are used to detect, categorize, and resolve infrastructure or collaboration problems so systems remain stable and users stay productive.

Key Responsibilities

• Front-Line Troubleshooting and Issue Triage: Monitor incoming support tickets through Jira or ServiceNow. Classify issues based on severity and determine the underlying technical problem.
• Platform Support: Assist users with common GCP tasks including VM restarts, Cloud Storage permission updates, and Cloud SQL connectivity checks.
• Workspace Management: Manage routine Google Workspace tasks such as password resets, 2-step verification recovery, and resolving Shared Drive access issues.
• Runbook Execution: Follow established step-by-step runbooks to resolve known issues without escalation.
• Health Monitoring: Observe alerts in Google Cloud Operations Suite (formerly Stackdriver) for indicators such as high CPU usage, disk capacity warnings, or service outages.
• Log Analysis: Review logs using Cloud Logging and AI-based tools to identify root causes and assist with issue resolution.

Requirements

• 0 to 2 years of experience in IT support, help desk, or cloud operations.
• Basic understanding of Google Cloud Platform services including Compute Engine, IAM, and VPC networking.
• Ability to use generative AI tools such as Gemini to interpret code snippets or error logs.
• Strong English communication and a customer-focused approach.
• Google Cloud Digital Leader certification required. Associate Cloud Engineer certification is preferred.