Job title: Senior Analyst – Application Operations Technical Specialist 

Do you thrive on developing creative and innovative insights to solve complex challenges? Want to work on next-generation, cutting-edge products and services that deliver outstanding value and that are global in vision and scope? Work with premiere thought leaders in your field? Work for a world-class organization that provides an exceptional career experience with an inclusive and collaborative culture? 

Want to make an impact that matters? Consider Deloitte Global.

Work you’ll do:

The Deloitte Technical Operations Center (TOC) has a broad responsibility to maintain and enhance IT service availability 24x7x365. This includes infrastructure and application services for consumption internally (by Deloitte professionals) as well as by Deloitte’s clients, worldwide. As a TOC Application Operations Technical Specialist, you will respond to early indicators of system distress to avoid business disruption. You will participate in service restoration efforts through the Major Incident Management process, leading diverse teams of technical professionals in complex troubleshooting efforts. Your contribution to and participation in internal learning delivery will enable the TOC to maintain and improve system availability from multiple locations in support of business operations. As the organization matures, you will provide valuable input to the service design process creating resilient systems. Critical to this role is a mature, cross disciplinary skill set, spanning multiple aspects of service design and delivery, advanced troubleshooting, and the ability to lead disparate technical teams in the pursuit of rapid solutions to complex issues.

Responsibilities:

• First & second line support to Global Applications 

• Addressing Global Applications related Incidents, Service Requests & Problem tickets

• Process application administrative requests

• Responsible for engaging and interacting with the Deloitte Global Applications support teams with a focus on expediting issues resolution

• Will escalate, coordinate and communicate regularly with the Deloitte program teams (BA, QA, Project Mgt., Deployment) to ensure subject matters experts are engaged to efficiently resolve issues

• Provide guidance to the Regional Support Centers

• Will be involved in application transition calls.

• Will actively participate in support / issues resolution conference calls with distributed team. 

• Will direct full lifecycle of issues resolution from initiation of the issue to completion with prompt and courteous follow up to the initiators of the issues

• Will provide periodic issues and resolutions status reporting to identify trends and potential improvement opportunities

•

Desired skills and experience include 

• Two – Three years technology support experience (Preferably from application support) .

• Working knowledge on SharePoint (preferable SharePoint 2013), Data base basics (Preferably SQL basics). 

• Experience in working or supporting core SharePoint or SharePoint based applications will be preferred.

• Should have proven incident & program management record.

• Should have basic knowledge about MS Windows server administration & Networking.

• Should have advanced level of knowledge on MS office suite of applications – specially MS Word, Excel & Power Point

• Preferred - Microsoft Certified Professional, ITIL foundation certification.

• IT project management experience will be a Plus.

• Should demonstrate global awareness and capability with appropriate communications to international users of Deloitte applications.

• Should demonstrate flexibility by working “off hours” to accommodate calls in different time zones

• Should utilize effective communications with patience and customer service skills in situations with impatient users

• Will require effective time management skills

What you’ll be part of—our Deloitte Global culture:

At Deloitte, we expect results. Incredible—tangible—results. And Deloitte Global professionals play a unique role in delivering those results. We reach across disciplines and borders to serve our global organization. We are the engine of Deloitte. We develop and lead global strategies and provide programs and services that unite our network. 

In Deloitte Global, everyone has an opportunity to lead. We see the importance of your perspective and your ability to create value. We want you to fit in—with an inclusive culture, focus on work-life fit and well-being, and a supportive, connected environment; but we also want you to stand out—with opportunities to have a strategic impact, innovate, and take the risks necessary to make your mark.  

Who you’ll work with:

Global Technology Services works at the forefront of technology development and processes to support and protect Deloitte around the world. In this truly global environment, we operate not in "what is" but rather "what can be" to help Deloitte deliver and connect with its clients, its communities, and one another in ways not previously conceived

Qualifications

Required

• Mastery of English language skills (oral and written)

• Bachelor’s degree in Computer Science, Business Information Systems or relevant experience and accomplishments

• 4+ years of experience in Application Support (SharePoint, M365)

• Experience with L2 Application support, Monitoring tools.

• Fluent in ITIL methodology

• Working knowledge of at least one of the following scripting languages: PowerShell, Python

• Working knowledge of ServiceNow or similar service management platform

• Working knowledge of best practices for IT operations, business continuity, and disaster recovery in an always-on, always-available service model

How you’ll grow:

Deloitte Global inspires leaders at every level. We believe in investing in you, helping you embrace leadership opportunities at every step of your career, and helping you identify and hone your unique strengths. We encourage you to grow by providing formal and informal development programs, coaching and mentoring, and on-the-job challenges. We want you to ask questions, take chances, and explore the possible. 

Benefits you’ll receive:

Deloitte’s Total Rewards program reflects our continued commitment to lead from the front in everything we do — that’s why we take pride in offering a comprehensive variety of programs and resources to support your health and well-being needs. We provide the benefits, competitive compensation, and recognition to help sustain your efforts in making an impact that matters. 

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.