Assistant Manager - Application Operations Technical Specialist - Hyderabad

Do you thrive on developing creative and innovative insights to solve complex challenges? Want to work on next-generation, cutting-edge products and services that deliver outstanding value and that are global in vision and scope? Work with premiere thought leaders in your field? Work for a world-class organization that provides an exceptional career experience with an inclusive and collaborative culture? 

Want to make an impact that matters? Consider Deloitte Global.

The Deloitte Technical Operations Center (TOC) has a broad responsibility to maintain and enhance IT service availability 24x7x365. This includes infrastructure and application services for consumption internally (by Deloitte professionals) as well as by Deloittes clients, worldwide. As a TOC Application Operations Technical Specialist, you will respond to early indicators of system distress to avoid business disruption. You will participate in service restoration efforts through the Major Incident Management process, leading diverse teams of technical professionals in complex troubleshooting efforts. Your contribution to and participation in internal learning delivery will enable the TOC to maintain and improve system availability from multiple locations in support of business operations. As the organization matures, you will provide valuable input to the service design process creating resilient systems. Critical to this role is a mature, cross disciplinary skill set, spanning multiple aspects of service design and delivery, advanced troubleshooting, and the ability to lead disparate technical teams in the pursuit of rapid solutions to complex issues.

 

Respond to Tier 1, 2, and 3 support demands relative to complex Applications

First & second line support to Global Applications 

Addressing Global Applications related Incidents, Service Requests & Problem tickets

Process application administrative requests

Responsible for engaging and interacting with the Deloitte Global Applications support teams with a focus on expediting issues resolution

Will escalate, coordinate and communicate regularly with the Deloitte program teams (BA, QA, Project Mgt., Deployment) to ensure subject matters experts are engaged to efficiently resolve issues

Provide guidance to the Regional Support Centers

Will be involved in application transition calls.

Will liaison with Deloitte program teams to contrive & build scope, escalation matrix and other functional & operational documentation.

Will actively participate in support / issues resolution conference calls with distributed team. 

Will direct full lifecycle of issues resolution from initiation of the issue to completion with prompt and courteous follow up to the initiators of the issues

Will provide periodic issues and resolutions status reporting to identify trends and potential improvement opportunities

Will leverage technical writing skills and experience in the documentation of process workarounds and will refine the Deloitte issues knowledgebase and frequently asked questions documents

Coordinate trainings

Create technical support documentation.

Will require liaising with the vendor.

Review Application performance metrics and statistics to identify potential future failures (proactive approach)

Deliver upskill training across TOC team within Application Ops area of expertise

Represent Deloitte in Vendor Service Quality Reviews (SQR) and provide adequate feedback

Work closely with managers and operations analysts to ensure the success of daily operations

Interface with Subject Matter Expert (SME) teams in planning, scheduling, and implementing changes

Contribute to knowledge base and KEDB's to facilitate resolution and gain First Call Resolution within TOC

At Deloitte, we expect results. Incredibletangibleresults. And Deloitte Global professionals play a unique role in delivering those results. We reach across disciplines and borders to serve our global organization. We are the engine of Deloitte. We develop and lead global strategies and provide programs and services that unite our network. 

In Deloitte Global, everyone has an opportunity to lead. We see the importance of your perspective and your ability to create value. We want you to fit inwith an inclusive culture, focus on work-life fit and well-being, and a supportive, connected environment; but we also want you to stand outwith opportunities to have a strategic impact, innovate, and take the risks necessary to make your mark.  

Global Technology Services works at the forefront of technology development and processes to support and protect Deloitte around the world. In this truly global environment, we operate not in "what is" but rather "what can be" to help Deloitte deliver and connect with its clients, its communities, and one another in ways not previously conceived

Required

Mastery of English language skills (oral and written)

Bachelors degree in Computer Science, Business Information Systems or relevant experience and accomplishments

7+ years of experience in the IT field

Experience with L2 Application support, Performance Monitoring tools.

Fluent in ITIL methodology

Working knowledge of at least one of the following scripting languages: PowerShell, Python

Working knowledge of ServiceNow or similar service management platform

Working knowledge of best practices for IT operations, business continuity, and disaster recovery in an always-on, always-available service model

Deloitte Global inspires leaders at every level. We believe in investing in you, helping you embrace leadership opportunities at every step of your career, and helping you identify and hone your unique strengths. We encourage you to grow by providing formal and informal development programs, coaching and mentoring, and on-the-job challenges. We want you to ask questions, take chances, and explore the possible. 

Deloittes Total Rewards program reflects our continued commitment to lead from the front in everything we do thats why we take pride in offering a comprehensive variety of programs and resources to support your health and well-being needs. We provide the benefits, competitive compensation, and recognition to help sustain your efforts in making an impact that matters. 

Deloitte is led by a purpose: to make an impact that matters. This purpose defines who we are and extends to relationships with our clients, our people, and our communities. We believe that business has the power to inspire and transform. We focus on education, giving, skill-based volunteerism, and leadership to help drive positive social impact in our communities. 

#EAG-Technology