• Glean Platform Administration: Monitor and maintain Glean data connectors, proactively identify and troubleshoot connection failures, and collaborate with application owners to ensure steady data ingestion.
• Service Request Management: Address user support tickets, including onboarding, troubleshooting search results, resolving document permission discrepancies, and performing regular credential rotations.
• Agent Governance & Support: Assist in onboarding and governing search agents created by internal users and isolate technical issues between Glean and source applications.
• Infrastructure Triage: Analyze and resolve system incidents occurring across application boundaries and Google Cloud Platform (GCP) infrastructure.
• Reporting & Analytics: Design monitoring dashboards and generate performance metrics to support monthly business reviews.

Technical Skills & Qualifications

• Experience: 2 to 10 years of experience in systems administration, application support, or a similar technical operations role.
• ITIL Framework: Practical knowledge of ITIL processes, specifically Incident, Problem, and Change Management.
• APIs & Authentication: Experience testing APIs using tools like Postman or curl, along with a working understanding of OAuth authorization flows.
• Security Monitoring: Experience monitoring log streams, preferably utilizing Microsoft Sentinel or a comparable SIEM platform.
• Cloud Infrastructure: Hands-on experience with Google Cloud Platform (GCP) is preferred.
• Problem-Solving: Analytical skills to isolate and troubleshoot integration issues across complex, multi-application environments.