Deloitte | India Offices of the US

Analyst – Global Technology support—Mobility COE Platform - Deloitte Consulting India Private Limited.

The Mobile Device and Home Internet Operations Team is a strategic group dedicated to managing every facet of mobile devices and home internet services throughout their lifecycle, serving the US Member Firm. The team delivers secure, compliant, and cost-effective device and connectivity solutions—leveraging automation, advanced analytics, and emerging technologies to streamline operations and enhance user experience. Their responsibilities encompass technical support, financial management, vendor coordination, and proactive risk mitigation, all while fostering an agile, collaborative environment focused on operational excellence and continuous improvement, enabling productivity and digital transformation for the entire organization.

Work you’ll do.

As part of the Mobile Device and Home Internet Operations Team, you will play a pivotal role in orchestrating the end-to-end lifecycle and support of smartphones and home internet services for the organization. Our team integrates deep technical expertise, financial discipline, and a passion for transformation to deliver seamless, secure, and efficient solutions that empower our workforce. As a member of the Mobile Device and Home Internet Operations Team, you will be responsible for managing the entire lifecycle and support of smartphones and home internet services, blending technical expertise, financial stewardship, and a commitment to ongoing transformation. You’ll deploy, configure, and secure devices, leverage analytics and automation to drive operational efficiency, and ensure compliance with stringent financial controls and audit standards. The team is focused on transparent procurement and asset management, delivering outstanding service to users, and continuously seeking process improvements. By piloting and integrating emerging technologies—such as AI, 5G, and machine learning—you’ll help position the organization for future growth. Success in this role also depends on strong collaboration with vendors, internal stakeholders, and business partners, fostering knowledge sharing and a culture of continuous learning.

Responsibilities

• Team Initiative Coordination:

Lead and coordinate team initiatives, monitoring and reporting on progress to ensure successful execution and continuous improvement.

• Policy & Compliance Leadership:

Stay current with national and member firm mobility policies, carrier offerings, and industry changes. Lead discussions on policy updates and best practices, ensuring adherence and compliance.

• Mobility Program Management:

Apply strong awareness of MDM, business, and consumer mobility objectives to help maintain a world-class mobility program.

• Stakeholder & Customer Engagement:

Build positive relationships and effective partnerships with internal teams, vendors, and customers. Serve as a subject matter expert during audit calls and key operational activities.

• Testing & Production Feedback:

Evaluate new tool features, automation enhancements, and production changes through rigorous testing; communicate actionable feedback for continuous improvement.

• Process Automation & Cost Optimization:

Identify manual processes suitable for automation, leveraging AI/ML solutions and analytics platforms to increase operational efficiency and reduce administrative costs.

• Vendor Management:

Maintain productive vendor relationships, address operational challenges, log and track service requests, and assist in KPI/SLA monitoring and process documentation.

• Competitive & Industry Awareness:

Keep the team informed about competitive offerings and industry trends, identifying opportunities for improvement and innovation.

• Service Desk & Incident Handling:

Manage ServiceNow ticket escalations, assignment, and resolution across the team, ensuring prompt and effective Tier 1 mobility support.

• Knowledge & Document Review:

Coordinate and review knowledge documents, vendor terms, and program policies to maintain accuracy, transparency, and relevance.

• Financial & Audit Processes:

Maintain accurate procurement, billing, and asset records; support audit preparation and reporting; ensure on-time and thorough execution of all audit-related activities.

• Device Lifecycle & Inventory Management:

Deploy, configure, and support a range of devices using UEM tools; ensure inventory accuracy and manage onboarding, offboarding, and recycling processes.

• Technology & Innovation Support:

Support pilot programs and adoption of emerging technologies such as 5G, AR/VR, and GenAI through setup, testing, and feedback collection.

• Team Collaboration & Continuous Learning:

Participate in dashboard reviews, team meetings, and stakeholder communications. Share knowledge, embrace learning opportunities, and remain agile in adapting to new tools and protocols.

Required Skills:

• Communication & Relationship Management:

Exceptional verbal and written communication skills, able to explain technical concepts in user-friendly terms and provide clear, responsive, and helpful support. Proven vendor management and stakeholder engagement skills for building strong internal and external partnerships.

• Technical Proficiency:

Solid understanding of Mobile Device Management (MDM) tools such as Intune, AirWatch, and MobileIron, with hands-on experience in device provisioning, configuration, troubleshooting, and ensuring compliance. Demonstrated knowledge of mobile internet technologies (4G/5G, Wi-Fi, VPN), device security principles, encryption, and compliance protocols.

• Analytical & Reporting Skills:

Advanced proficiency in Microsoft Excel and Power BI for managing, analysing, and visualizing data, supplemented by basic SQL knowledge. Capable of building dashboards and producing routine or ad hoc operational reports, tracking SLAs, and identifying trends to inform decisions.

• Financial & Audit Competency:

Working knowledge of financial accounting, procurement, billing, and auditing tools to ensure accuracy, process transparency, and effective cost management.

• AI & Automation Awareness:

Demonstrated interest or experience in AI and automation solutions, including AI prompt engineering and agentic AI concepts for workflow and process optimization. Awareness of evolving enterprise AI trends, best practices, and the application of emerging technologies.

• Digital Platform Experience:

Experience working with ITSM platforms such as ServiceNow and Jira, with knowledge of digital, administrative, or vendor tools. Familiarity with scripting and workflow automation for systems integration.

• Problem Solving & Customer Focus:

Strong analytical mindset, adept at logical troubleshooting, root cause analysis, and finding effective solutions. Customer-focused approach when resolving routine and complex technical issues, alongside the ability to provide trusted business advice.

• Collaboration, Adaptability & Agility:

Effective team player who shares knowledge, embraces ongoing learning, and adapts quickly to changing tools and protocols. Comfortable collaborating in hybrid/virtual environments and across multiple business groups.

• Presentation & Documentation:

Well-versed in creating compelling presentations and clear documentation using PowerPoint and Word, able to communicate recommendations, outcomes, and detailed knowledge updates to diverse audiences.

• Organizational Skills & Attention to Detail:

Highly diligent in following procedures, handling sensitive data, and maintaining accurate records. Able to prioritize, multitask, and manage time effectively in a dynamic, fast-paced setting.

Required Licenses, Certifications, and Other Requirements

• Certifications:

o ITIL Foundation is preferred; additional certifications such as CompTIA IT Fundamentals, Azure or Microsoft 365 Fundamentals, ServiceNow Fundamentals, Supply Chain Management Fundamentals, CPIM, or Lean Six Sigma – Yellow Belt are a plus.

o Certifications related to artificial intelligence (e.g., Artificial Intelligence Business Professional – AIBIZ CertNexus, Introduction to Responsible AI – Google Cloud) are valued.

• Education:

o Bachelor’s degree (B.Com, B.Sc., B. Tech, or related field), or 2–3 years of equivalent business experience in a service or corporate environment; MBA is an advantage.

• Experience:

o 2–3 years of experience in an IT role, with specialized knowledge of end-user technology environments.

o Proven ability to manage multiple vendor software, administrative tools, extranets, and reporting platforms, ideally including Microsoft tools, SAP HR, SharePoint, and ServiceNow.

o Strong experience in adapting to evolving processes and presenting business improvement recommendations.

o Demonstrated skills in stakeholder communication, team building, negotiation, and relationship management across diverse internal and external contacts.

o Proficiency in Microsoft Excel, PowerPoint, and Word, with a focus on drafting communications and presenting data and recommendations.

o Familiarity with data visualization and reporting tools, and understanding of supply diversity, supply management, and digital support platforms.

Location: Hyderabad

Shift Timing: 11AM -8PM

The team

At Deloitte, we’re all about collaboration. And nowhere is this more apparent than among our 2,000-strong internal services team. With our combined specialist skills, we provide all the essential support and advice our client-facing colleagues need, right across the firm. This enables them to focus all their efforts on delivering the best service possible to their clients. Covering seven distinct areas; Human Resources, Clients & Industries, Finance & Legal, Practice Support Services, Quality & Risk Services, IT Services, and Workplace Services & Real Estate, together we live, breathe, and deliver the Deloitte experience.

How you’ll grow

At Deloitte, we’ve invested a great deal in creating 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 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

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