Vice President - Technology Operations Center – DT Global Technology & Infrastructure
This role will lead and oversee the technology support team responsible for supporting the reliability and rapid service restoration of technical services including infrastructure, network, cyber, and global applications for the global Technology & Infrastructure organization. This role requires a strategic thinker with strong leadership skills, technical expertise, problem solving skills, communication and collaboration skills and ability to execute and think clearly in outage situations.
Functionally responsible for USI based staff that oversees the global Technology Operations Center, CMDB, monitoring platforms, and ITSM processes supporting global applications, global shared services, hosting infrastructure and network infrastructure. This includes leading preventive monitoring and response, major incidents, outages, and impacts to services and thus requires ability to communicate and collaborate globally with member firms, service teams, stakeholders, external vendors, and technical teams to resolve the issue, determine how the issue can be prevented in the future as well as communicate root cause analysis and preventive measures taken.
This is a unique opportunity is for a high energy professional interested in playing a key role with a top tier global firm.
Organizational Responsibilities
- Provide leadership and oversight to the global technology operations team to ensure adherence to operational KPI’s are being met.
- Partner across the organization to ensure seamless service delivery where Infrastructure services are the dependent systems.
People Management Responsibilities
- Manage the recruitment and selection of a talented team.
- Manage and report staffing, resource allocation, goal setting and measurements.
- Effectively cultivate a culture of continuous improvement and teamwork among the staff
- Build and manage capabilities via integrated onshore and offshore teams.
Operational Responsibilities
- Establish proactive operational measures to reduce production downtime incidents.
- Lead efforts to continually improve process for incidents and outages.
- Create a team providing deep technical analysis capabilities to identify issues before outages or system availability is impacted.
- Integrate security standards and processes into daily work to meet and sustain compliance with Deloitte secure practices.
Requisite core Skills & Experience
Specific Responsibilities
- Leads the USI based Technology Operation Center team
- Develop strong working relationships across Deloitte Technology teams and encourage systems solutions meet business needs. Anticipates client needs, identifies, and champions opportunities for the development and implementation of new methods to meet or exceed client needs.
- Develops and manages IT budget plan working jointly with the global leadership
- Ongoing service improvement activities within the service delivery lifecycle and identify opportunities to improve the performance of services to deliver enhanced value to the business
- Ownership and management of incident response plan, escalation matrix and KB articles for key assets.
- Responsible for Outage notifications, Executive Communications, Lead Major Incident bridge calls, Restoration and Resolution, Post-Incident Review and Problem Management Reviews. Supported by Event Aggregation & Correlation, Proactive Monitoring and Notification and Alert Triage & Optimization as well as Trend Analysis
- Maintain on call lists, vendor contact lists and executive escalation lists.
- Performs job-related duties as assigned.
Education & Experience:
- Education: Bachelor’s degree in computer science, engineering, information system or related field
- Years of Experience: 18+ years with 10+ years relevant experience preferred
Technical Skills
- Over 10 years of experience in technology in a large scale complex global organization is preferred
- Experience operating a global Technology Operations center.
- Solid application, infrastructure, and cyber security technology skills
- Solid Understanding of cloud hosting platforms, network infrastructure and application hosting
- Strong knowledge of network infrastructure, including LAN/WAN, routers, switches, firewalls, and wireless technologies.
- Proficiency in systems administration, including Windows and Linux servers, virtualization, and cloud technologies.
- Experience with network monitoring and management tools.
- Understanding of IT security principles and best practices.
- Relevant certifications such as CCNP, CISSP, ITIL, or PMP are highly desirable.
Other Qualifications
- Minimum of 10 years managing multiple teams is preferred
- Strong situational leadership instincts and abilities
- Ability to manage and work with culturally and geographically diverse populations.
- Ability to lead and drive virtual teams.
- Strong communication skills to lead and collaborate with stakeholders, application teams, global shared service team, technical infrastructure teams, external vendors as needed and leadership.
- Ability to solve problems and drive to service restoration during incidents or outages.
- Ability to collaborate with diverse teams in high pressure situations and remain calm in crisis situations with a focus on reducing practitioner impact and restore services and functionality
Location: Hyderabad
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