Assistant Manager Infrastructure Operations Center - Deloitte Support Services India Private Limited

Work youll do

Responsibilities

As an Assistant Manager, you will be accountable for, but not limited to the responsibilities below.

Operational 

       Supports strategic initiatives and provides direction for Tier 1 & 2 staff

       Drives incident management, monitoring, tracking, and ensuring that SLAs are met

       Has a proactive mindset, driving SLA compliance and meaningful metrics reporting

       Develops and implements new solutions, strategies, and processes to support the IOCs standard operating procedures

       Sets work schedules for 24/7/365 coverage, is on call to support 24/7/365 coverage requirements

       Responsible for monitoring production, staging, testing, and development of environment for large number of applications in an agile, fast paced organization

       Knowledge of ITIL, API, VPN, Applications, and application functionality/performance monitoring and break-fix tasks

       Develops work processes, Playbooks and SOPs

       Strong technical aptitude and troubleshooting skills

       Works cohesively and directly with the Manager and upwards management

       Escalate to Manager/leadership any concerns or support challenges identified or raised by team

       Oversees the monitoring of Infrastructure devices across teams and across functions within ITS Canada

       Schedules work shifts to ensure round-the-clock coverage and is available on-call to support continuous operations.

       Designs and implements new solutions, strategies, and processes to enhance the IOCs standard operating procedures.

       Maintains a proactive approach to ensure SLA compliance and generates meaningful metrics for reporting and analysis.

       Provides direction and guidance to Tier 1 & 2 staff, ensuring alignment with organizational goals.

       Leads the monitoring, tracking, and resolution of incidents, ensuring compliance with SLAs and driving continuous improvement.

       Identifies and escalates any concerns or support challenges to the Manager or leadership team.

       Works closely with the Manager and senior management to ensure cohesive operations and strategic alignment.

       Ensures a seamless transition of new processes to the CIOC by conducting thorough evaluations and assessments

       Collaborates with various stakeholders to drive process efficiency

       Actively represent in the CAB calls

       Lead weekly team meetings and other stakeholder connects

Technical Responsibilities: 

       Understanding of organizational structure and products, services, procedures and guidelines and set expectation to same to all team members

       Possesses expertise in ITIL, API, VPN, application functionality, performance monitoring, and break-fix tasks

       Oversee the setup, configuration, and maintenance of monitoring tools and systems

       Ensure comprehensive monitoring coverage across all critical infrastructure components, including servers, networks, applications, and databases

       Manage and mentor a team of monitoring analysts and engineers, providing guidance and support to ensure high performance

       Evaluate and recommend new monitoring tools/Solutions and technologies to enhance capabilities

       Work closely with other IT teams, including network, security, and application development, to ensure integrated monitoring solutions

       Develop and maintain automated alerting and notification systems to ensure rapid response to critical events

       Implement proactive monitoring techniques to detect and address potential issues before they impact users

       Generate regular reports on system performance, uptime, and key metrics for senior management

       Analyze monitoring data to identify trends, potential issues, and areas for improvement

       Lead the monitoring team in identifying, diagnosing, and resolving system issues and performance bottlenecks

Education: Bachelors Degree.

Experience: 6 - 7 years of relevant work experience in IT infrastructure management or a related role with exceptional experience with all infrastructure technologies not limiting to Application and Database systems, Virtualization Technologies and Network topologies.

Work Location: Hyderabad

Shift Timings: 2PM 11PM IST or as needed

The Team

At Deloitte, were all about collaboration. And nowhere is this more apparent than among our 2,000-strong internal services team. With our combined specialist skills, we provide all the essential support and advice our client-facing colleagues need, right across the firm. This enables them to focus all of their efforts on delivering the best service possible to their clients. Covering seven distinct areas; Human Resources, Clients & Industries, Finance & Legal, Practice Support Services, Quality & Risk Services, IT Services, and Workplace Services & Real Estate, together we live, breathe and deliver the Deloitte experience.

How youll grow

At Deloitte, weve invested a great deal to create a rich environment in which our professionals can grow. We want all our people to develop in their own way, playing to their own strengths as they hone their leadership skills. And, as a part of our efforts, we provide our professionals with a variety of learning and networking opportunitiesincluding exposure to leaders, sponsors, coaches, and challenging assignmentsto help accelerate their careers along the way. No two people learn in exactly the same way. So, we provide a range of resources including live classrooms, team- based learning, and eLearning. DU: The Leadership Center in India, our state-of-the-art, world-class learning Center in the Hyderabad offices is an extension of the Deloitte University (DU) in Westlake, Texas, and represents a tangible symbol of our commitment to our peoples growth and development. Explore DU: The Leadership Center in India

Benefits

At Deloitte, we know that great people make a great organization. We value our people and offer employees a broad range of benefits. Learn more about what working at Deloitte can mean for you.

Deloittes culture

Our positive and supportive culture encourages our people to do their best work every day. We celebrate individuals by recognizing their uniqueness and offering them the flexibility to make daily choices that can help them to be healthy, centered, confident, and aware. We offer well-being programs and are continuously looking for new ways to maintain a culture that is inclusive, invites authenticity, leverages our diversity, and where our people excel and lead healthy, happy lives. Learn more about Life at Deloitte.

Corporate citizenship

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. Learn more about Deloittes impact on the world.