Assistant Manager – CXO ODC
The Assistant Manager CXO ODC is pivotal in executing the firm’s technology strategy and ensuring the seamless management of day-to-day ODC activities. Responsible for ODC Technology Service Delivery, including asset deployments, laptop maintenance, and deployment, ensuring customer satisfaction and adherence to SLA commitments. They oversee daily ODC operations, focusing on service delivery improvements and the adoption of industry-standard technologies and processes. Key responsibilities include managing new setup/decommission activities, creating SOPs, and maintaining documentation. Adherence to cybersecurity guidelines, conducting monthly audits, and managing vulnerability assessments are critical. The role involves developing team capabilities through performance management, goal setting, professional development, and recruiting activities, and supporting the Manager/Site Manager in their absence. Stakeholder management is essential, involving relationship building with business leaders, promoting CX Support ODC services, and ensuring technology-related issues are resolved efficiently. The Assistant Manager manages services within defined guidelines, develops cost control measures, and provides budget input for hardware and software upgrades. They lead or manage high-impact projects with a regional scope, including office refreshes, infrastructure upgrades, and large application deployments. Proficiency in PowerShell or scripting, Active Directory, endpoint security, and compliance management is required. The role also involves coordinating internal/external maintenance, serving as a liaison between DT teams and leadership, and ensuring minimal impact on the user community. Manage audit readiness checklists and adhere to existing processes for problem resolution and documentation are also key responsibilities.
Work you’ll do:
· Executes the firm’s technology strategy as well as ensuring all day-to-day ODC activities are successfully managed to closure. Be available for on-call/on-request/skeleton support after core working hours.
· Responsible and accountable for ODC Technology Service Delivery, Asset Deployments, Laptop Maintenance and Deployment. Accountable for providing Technology support to ODCs, achieving customer satisfaction and SLA commitments along with the team.
· Responsible for day-to-day ODC operations and focus on delivering and improving services and incubate industry standard Technology and process.
· Responsible for ODC service delivery activities on new setup/decommission and SOP creation along with documentation.
· Follow Cyber security IT guidelines on Endpoint security and conduct monthly audits on laptops/desktops/Thin clients, ThinOS configuration and operations management, vulnerability assessment, remediation of vulnerabilities, experience in Qualys reports.
· Develop team capabilities which includes performance management, goal setting, professional development, coaching / mentoring, team recognition, and recruiting activities. This role supports the Manager / Site Manager in his/her absence.
· Stake holder management - develop and maintain relationship with business leaders and users. Promotes CX Support ODC services, engages customers to understand business needs and take the ownership of ODC Technology related issues resolution. Provides input and oversees the delivery of the monthly One Voice update as well as other technology related updates to enhance the customer relationship. Solicits feedback from business leaders to ensure CX Support ODC service delivery exceeds expectations.
· Manages services within defined guidelines, developing cost control measures, managing Time & Expense and provides input into budget with regards to hardware and software upgrades, consumable items and peripherals.
· Leads or manages CX Support ODC aspects of high impact projects with a regional scope. This includes office refreshes/new office buildouts, infrastructure upgrades, large application deployments, process changes and enhancements and third-party acquisitions.
- PowerShell or any Scripting knowledge.
- Hands on experience and knowledge on Active Directory, Password management, Security Groups and GPO management etc.,
- Support and coordinate Internal/external planned maintenance supporting upgrades/UAT/Weekend support.
- Serves as a liaison between all DT teams and leadership to ensure activities are managed with minimal impact to the user community at ODC’s.
- Hands on experience on Endpoint Windows and MAC operating system.
- Troubleshooting skills on Windows and Network level.
- Work with Offshore Development Center (ODC) team/stakeholders to identify process gaps.
- Interface with customers and vendors as required.
- Religiously work with CX Support ODC team/Stakeholders and update all the critical data on the SharePoint and maintain accuracy.
- Hands on experience on endpoints compliance management (e.g. Patch management, Bit-locker/encryption, SSCM, Antivirus compliance etc.,).
- Experience on documentation e.g. SOP, Operational maintenance guide (OMG), KB Articles, Architectural document, reports, PPT etc.,
- Hands on experience in audit readiness checklists, e.g. compliance reports, artifacts documents etc.,
· Work with cross-functional teams and follow up with multiple stakeholders using ODC operational shared mailbox and day to day activities.
· Work with team and management to understand and assist on ODC transactional issues.
· Work with cross-functional teams and ensure monthly checks are complete and update the dashboard and share the report with respective stakeholders/management.
- Adhering to existing processes, provide resolution of problems/issues and document the solution for knowledge base.
- Work with original equipment manufacturer (OEM) vendors, adheres to policy and Service Level Agreement (SLA) through accurate recording of service activities, asset transactions, data retention, and endpoint compliance activities.
- Coordinate with stakeholders and setting-up calls based on the requirement and share the MOM’s.
The team
CXO ODC team is proud to be part of Deloitte Technology spread across Hyderabad, Bengaluru & Delhi. This team is responsible to accomplish various Offshore Development Center (ODC) Customer support in collaboration with CX Support & T&I teams to provide world class customer service. This team takes care of managing the ODC’s.
Qualifications
Required:
Preferred:
· ITIL – Certification, CISM Certification
· Microsoft MCITP – Certification
· A / N+ Certification a plus