Incident Management (INCs)
Sample Ticket Patterns
- Important Google files deleted
- Google file ownership transfer
- Access issues to Google Drive
- Sheet/Doc ownership changes
Responsibilities
- Investigate and resolve Google Workspace-related incidents
- Recover deleted Google Drive and Shared Drive content
- Perform ownership transfers for:
- Google Docs
- Sheets
- Shared Drives
- Restore access to restricted files and folders
- Diagnose permission and sharing conflicts
- Support data recovery using Google Vault
- Provide incident resolution documentation
- Escalate unresolved platform issues when required
Service Request Management (RITMs)
Sample Ticket Patterns
- Google Workspace account creation
- Account provisioning
- License true-up
- Full archive and decommission requests
Responsibilities
- Provision and deprovision user accounts
- Assign and manage Google Workspace licenses
- Execute user offboarding and archiving processes
- Perform data retention and account archival
- Maintain group membership and access entitlements
- Support license audits and usage reviews
- Validate requests against internal policies
- Meet defined request fulfillment SLAs
Change Management (CHGs)
Sample Ticket Patterns
- Install migration applications
- Enable/disable Gemini
- Enable/disable Google Vids
- Configure target audiences
- Application feature changes
Responsibilities
- Execute approved platform changes under formal change management
- Enable, disable, and configure Google Workspace features
- Install and validate third-party applications
- Implement feature rollouts based on approved schedules
- Perform pre-change testing
- Conduct post-change validation
- Document completed changes
- Support rollback activities when required
Required Skills & Experience
Strong working knowledge of
- Google Admin Console
- Google Drive permissions and ownership
- Google Vault
- License management
- GAM (Google Apps Manager)
- 3 years managing enterprise Google Workspace changes
- At least 2+ years handling:
- Platform-wide configuration changes
- App deployments
- Feature governance
- Organizational Units (OUs)
- Feature-level controls
- Service enablement / disablement
- Ability to configure Workspace services at:
- Tenant level
- OU level
- Group-based level
- Evidence from Tickets
- Enable/Disable Gemini
- Turn off Google Vids
- Create target audiences
Work Arrangement:
- Hybrid set-up in Mall of Asia Business Complex
- Graveyard shift (EST)
