Consultant | SQL | Mumbai | Engineering

Your potential, unleashed.

Indias impact on the global economy has increased at an exponential rate and Deloitte presents an opportunity to unleash and realize your potential amongst cutting edge leaders, and organizations shaping the future of the region, and indeed, the world beyond.

At Deloitte, your whole self to work, every day. Combine that with our drive to propel with purpose and you have the perfect playground to collaborate, innovate, grow, and make an impact that matters.


Your work profile:
The L1.5 Support Analyst will act as a bridge between Level 1 and Level 2 support teams, focusing on SOP-related queries, issue resolution, and process adherence. This role involves handling escalated tickets from L1, performing root cause analysis, and ensuring SOPs are correctly followed and updated based on operational feedback.
Key Responsibilities:

Handle escalated SOP-related issues from L1 support and resolve or route to L2 as needed.
Review and validate SOP adherence across operational teams.
Maintain and update SOP documentation based on feedback and process changes.
Provide training and guidance to L1 support teams on SOP compliance.
Collaborate with process owners to ensure SOPs are aligned with business requirements.
Monitor ticket trends and suggest improvements to SOPs or workflows.
Participate in audits and compliance checks related to SOP execution.
Ensure timely resolution of issues within defined SLAs.


Location and way of working:


Base location: Bangalore, Mumbai, Delhi, Pune, Hyderabad


This profile involves occasional travelling to client locations.
Hybrid is our default way of working. Each domain has customized the hybrid approach to their unique needs.


Required Skills & Qualifications:

Bachelors degree in IT, Business Administration, or related field.
24 years of experience in support operations or process management.
Strong understanding of SOP frameworks and ITSM tools (e.g., ServiceNow, Jira).
Excellent communication and documentation skills.
Analytical mindset with problem-solving abilities.
Ability to work collaboratively across teams and functions.



Connect for impact

Our exceptional team of professionals across the globe are solving some of the worlds most complex business problems, as well as directly supporting our communities, the planet, and each other. Know more in ourGlobal Impact Reportand ourIndia Impact Report.

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Drive your career

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Everyones welcome entrust your happiness to us

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