Assistant Manager – Support Problem and Proactive Response
Serves as a team lead representing the DT-US CXO Support Problem and Proactive Response (PPRM) team focused on technology problem response and proactive support, including preventative, self-help and automated support services. Possesses a strong understanding of information systems, business processes, the key drivers and measures of success for the business, and the short- and long-term direction and needs of the business and technology. Provides input and supports planning for developing business, technology, and integrates specific plans into the firm-wide plan. This leads to the gathering of business needs as well as the design of solutions through direct interaction with business unit leaders. Possesses knowledge and experience leveraging both IT solutions and business process improvements.
Work you’ll do
· Executes the firm’s technology strategy as well as ensuring all day-to-day activities are successfully managed to closure in a 24hour x 7day environment.
· Expected to primarily work in US time zone (night shifts in IST)
· Responsible and accountable for Service Delivery, Active Problem Monitoring, Problem Tracking, Escalation Support, Documentation and Direct Troubleshooting. Accountable for providing Technology support, achieving customer satisfaction and SLA commitments along with the team.
· Serves as a liaison between infrastructure teams (LAN, WAN, Telephony) and leadership to ensure activities are managed with the least impact to the user community.
· Develops people and leads teams virtually. This includes performance management, goal setting, professional development, coaching / mentoring, team recognition, and recruiting activities. This role supports the Manager in his/her absence.
· Grows relationships with business leaders and users at all levels in the organization. Promotes DT US services, engages customers to understand business needs and maintains ownership for problem resolution. Solicits feedback from business leaders to ensure DT US service delivery exceeds expectations.
· Performs other job-related duties as assigned.
The team
CX Support team is proud to be part of Deloitte’s Information Technology Support Services spread across Hyderabad, Mumbai, Bengaluru, Delhi, Pune, Kolkata & Chennai. This team is responsible for accomplishing various Technology Support tasks at the DT US walk-up to deliver world class customer service. This team takes care of new hire laptop setup, End of Lease activity, PDA support, Printer support & VC support at local offices.
Qualifications
Required:
· B. Tech, BE & Engineering Graduates
· Experience: 6 to 8 years
· Technical troubleshooting, Strong Microsoft Office (Outlook, Word, Excel, Power Point, Teams), Zoom, Windows and Mac operating systems, mobile device hardware and software, networking, video conferencing, Audio/Video, Telephony equipment, Active Directory administration.
· Strong technical & customer handling skills, Communicates Clearly and Effectively, Manages and Executes Projects, Manages Quality and Risk, Knows the Business, Develops Business, Teams with Others, Builds Relationships, Manages Change and Ambiguity, Coaches Others.
Certifications
· ITIL - Intermediate
· Project Management
· Cloud Computing basics
· Data Analytics
· Information/Data Security
· Industry certifications such as Dell or HP
· Basic knowledge of overall network/systems
Location: Hyderabad
How you’ll grow
At Deloitte, we’ve 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 opportunities—including exposure to leaders, sponsors, coaches, and challenging assignments—to 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 people’s 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.
Deloitte’s 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 Deloitte’s impact on the world.