Senior Analyst – Infrastructure Support - Deloitte Support Services India Private Limited
Work you'll do
You will be responsible to perform technical analysis of issues and outages as they occur across Deloitte’s Core IT Systems. This individual also performs research to troubleshoot and resolve the issue or, depending upon complexity, escalates the issue to higher-level systems administrators and network engineers. 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. This job role requires the individual to support during the US business hours. You will collaborate closely with various teams, including system administrators, database administrators, and network engineers, to understand the business requirements, bring technical solutions to the leadership team
The position requires existing knowledge and experience combined with demonstrated excellence in taking ownership of problems, leading technical discussions, transferring knowledge and innovation.
Illustrative Duties and Responsibilities:
- Monitor system and service performance, identifying issues or disruptions in real-time.
- Lead troubleshooting efforts for incidents, working to quickly resolve service interruptions.
- Coordinate and communicate effectively during incidents to ensure timely updates to stakeholders.
- Provide critical support to the firm's IT Infrastructure, Applications and Cloud resources on performance, availability, and security.
- Provide timely response to all incidents, outages, and actionable alerts. Categorize issues for escalation to appropriate technical teams
- Recognize, identify, and prioritize incidents in accordance with customer business requirements, organizational policies, and operational impact.
- Build scripts that will make data evaluation processes more flexible or scalable across data sets with
- Develop scripts & dashboards to automate visualization, device and monitoring
- Evaluate internal systems for efficiency, problems, and inaccuracies, developing and maintaining protocols for handling, processing, and cleaning data.
· Perform post-incident analysis to identify the root causes of issues and contribute to implementing long-term solutions to prevent recurrence.
· Document findings and propose changes to system design or processes to improve reliability.
- Implement cost-effective solutions and ensure resource utilization efficiency
- Knowledge on cloud automation and infrastructure-as-code tools
- Monitor performance metrics and generate reports.
- Support multiple technical teams in 24 x 7 operational environments with high uptime requirement supporting during US Business hours.
- Working knowledge on Cloud and On-Premises infrastructure related alerts and issues
- Collaborate with support teams to troubleshoot and diagnose problems
- Collect and review performance reports for various systems, and report trends in hardware and application performance to assist senior technical personnel to predict future issues or outages
- Monitor a wide variety of information and network systems
- Document accordance with standard organization policies and procedures
- Notify customer and third-party service providers of issues, outages, and remediation status
- Work with internal and external technical and service teams to create and/or update knowledge base articles and CMDB
- Perform basic systems testing and operational tasks which includes but not limited to Event Correlation and Event Aggregation
- Experience in managing Major Incidents and contributing towards reducing the team’s average MTTR
- Trigger problem tickets regarding monitoring and event management, such as incorrect or missing alerts and provide inputs for Root Cause Analysis
- Identify and address day to day continuous improvement activities
- Perform miscellaneous job-related duties as assigned by the team manager
- Assist with fulfillment of basic Service Requests
Education: Bachelor's degree in computer science, information technology, or a related field (or equivalent work experience).
Years of Experience: 3-5
Relevant Experience: Directly related experience including working knowledge in Technology Operations, and Incident/Major Incident or Problem Management.
Technical Skills:
- A Strong automation and scripting background
- A strong understanding of IT systems, and infrastructure with familiarity on the relevant technologies and tools used for incident management
- Excellent communication skills, both written and verbal, are essential for coordinating efforts and providing updates during major incidents
- Strong analytical and problem-solving skills to assess incidents, identify root causes, and develop effective solutions
- Working knowledge of enterprise infrastructure both on-premises and cloud hosted
- Hands on experience in ITSM modules including ServiceNow
- Hands on experience in Application monitoring tools; SCOM, Azure Monitor, Dynatrace, OMS, Moogsoft Nagios, New Relic or any market standard IT Operations Management Tool is a plus
- Hands on experience in Web Technologies (IIS, SharePoint, Apache, etc.) and awareness of basic database concepts (SQL or Oracle)
- Hands on experience in supporting & resolving Cloud infrastructure related incidents/events
- Knowledge of cloud automation and infrastructure-as-code tools (e.g., Terraform, AWS CloudFormation)
- Create and implement end to end automation solutions for various processes and systems using PowerShell and Python
- Identify opportunities for process automation to improve efficiency and productivity
- Foundational ability to analyze data and compare with defined performance measures
- Ability to follow SOPs and documented workflows
- Foundational knowledge of current business technologies, frameworks, methods, and tools
- Diagnose and resolve automation-related issues through seamless automation
- Ability to assist and perform with the identification of key issues or trends
- Ability to comprehend information risk concepts and principles
- Work closely with cross functional teams, including software developers and quality assurance engineers
- Ability to communicate technical and security concepts to a non-technical audience, both via written and verbal communication
- Working knowledge of ITIL Methodology and SAFe Agile Framework
- Understands information systems and cybersecurity
- Experience with Site Reliability Engineering (SRE) practices.
- Familiarity with observability tools such as Prometheus, Grafana, New Relic, or similar.
- Certifications in cloud technologies, ITIL, or service management are a plus
Certifications Preferred
- Microsoft Certified System Engineer (MCSE)
- Microsoft Certified Solutions Expert (MCSE)
- Azure Certification
- AWS Certification
- ITIL Foundation
Core Competencies
- Prior experience of programming, writing automated test scripts
- Hands-on skills in writing test scripts using Python or any modern test scripting languages are desired
- Ability to communicate effectively across all levels of management
- Highly collaborative personality with excellent written and verbal communication skills
- Ability to manage and prioritize multi-tasks under pressure
- Ability to work both independently and collaborate with the 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
- Highly Motivated, self-starter who has a very strong desire to learn
Work 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 team 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
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