Deputy Manager – Major Incident Manager - Deloitte Support Services India Private Limited
Team
The Technology Operations Center optimizes business outcomes by providing the best, first line of defense, 24 hours a day, 7 days a week, 365 days a year. These outcomes equate to maximized service availability and reliability. TOC is the nerve center comprised of smart people with the right competencies and empowerment to act fast and avert problems before they impact the business.
About Role
The Technology Operations Center (TOC) Major Incident Manager is responsible for delivering world-class operations support for the globally shared services that includes Application, Infrastructure and Network services. The engineer will participate in projects activities, fulfill requests for service through a ticket management system, and use advanced skills to troubleshoot problems with the overall service. Additional responsibilities include participating in the on-call rotation and learning new skills to support various internal and cyber initiatives. This individual also performs research to troubleshoot and resolve the issue or, depending upon complexity, escalates the issue to higher-level teams. The TOC Major Incident Manager is responsible for researching and documenting various mitigation strategies and must maintain a current and thorough knowledge of customer technologies and their significance to customer operations. This individual must be able to prioritize remediation of issues in a 24 x 7 environment with critical uptime requirements. The TOC database specialist may also perform basic system administration tasks such as network/system troubleshooting and executing various scripts.
Required technical skills/responsibilities:
- Provides leadership in resolving Major Incidents that impacts the business-critical production environment including Network, Infrastructure and Application services
- Leads the investigation / troubleshooting process over Major Incident Calls
- Leverages broad technical expertise to convene appropriate Engineering teams with a focus on impact mitigation and service restoration
- Work closely with Engineering teams to quickly identify customer impact (Impact assessment)
- Escalates to Senior Management and Leaders to ensure appropriate awareness, engagement and focus when appropriate
- Ensures accurate and timely communications to relevant audience
- Leads and/or participates in Post Incident Review and Problem Management meetings with key stakeholders and service owners to review events and opportunities for Continual Service Improvement
- Ensures On-Calls and Configuration Management Data Base (CMDB) are up to date, including contacts information, technical diagrams
- Continually maintaining tools and resources to manage Major Incidents effectively
- Monitors and evaluates high-level service and infrastructure dashboards and takes action to address identified anomalies
- Collates and analyses incident-based data for team Metrics and KPIs
- Identifies opportunities and takes ownership for automation and/or continuous improvement of Incident Management process steps and best practices
- Proactively engages with Engineering teams to identify and evaluate gaps in operational capabilities and improvements to support Cloud scalability and resiliency
- Experience in technical troubleshooting, with broad expertise in core infrastructure technologies (e.g. server, compute, storage, network, authentication, databases)
Required Professional and Leadership Skills
- Strong professional experience in Enterprise Architecture, Major Incident Management, Problem Management, and/or Continual Service Improvement
- Ability to communicate effectively across all levels of management.
- Highly collaborative personality with excellent written and verbal communication skills.
- Foundational organizational skills with the ability to prioritize and multi-task.
- Ability to work both independently and within a team.
- Self-directed and detail oriented. Moderate supervision with some latitude for independent judgment.
- Flexible, calm, and professional demeanor in a fast-paced, high-stress environment.
- Advanced problem solver.
- Highly Motivated, self-starter who has a very strong desire to learn.
- Exceptional verbal and written communications and the ability to work well with business and technical teams
- Proficiency in a Service Management Platform such as Service Now, Remedy, Jira etc.
- Strong leadership skills with the confidence to interact with the Senior Executives and Cross Functional teams remaining calm, professional and focused in high pressure situations
- Ability to persuade and influence Internal / External teams to drive Major Incident Calls towards restoration
- Exposure in handling and engaging vendors and vendor management
- Exposure in multiple Cloud hosted platforms with the knowledge and understanding of cloud infrastructure, migration, and related technologies
- Passionate about Technology and the ability to thrive in a dynamic team culture
- A technologist at heart, curious about how things work and how things break - likely to be someone who enjoys finding a better way to do things using automation
- Able to build, maintain, and leverage key relationships with internal stakeholders and service leaders to drive increased engagement and accountability for your work.
Educational & Professional Qualifications
- Bachelor's Degree in Computer Science; Engineering or Equivalent
- Master's Degree in Computer Science; Engineering or Equivalent
Experience
7+ years of experience.
Functional/Domain Knowledge
- Strong ITIL V3 knowledge (Minimum ITIL foundation certification preferred)
- Relevant ITSM Certifications
- Exposure to Cloud technologies
- Excellent English Communication/Presentation skills (Oral & Written).
- Experience with PowerBi.
- Demonstrated experience with PowerShell scripting and tool building.
Certifications
- Microsoft MCSA or other relevant certification
- Certified in core technologies such as Microsoft Server, Active Directory, Network.
- Obtained an industry cyber security certification
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.