Senior Analyst - IT Infrastructure and System- Deloitte Support Services India Private Limited

Work you’ll do

• Ongoing management and administration of enterprise monitoring systems with emphasis on Dynatrace, Solarwinds Orion and NetBrain.
• Support and facilitate the Incident Management Process through collaboration with the Global Technical Operations Centre
• Manage and maintain operations and maintenance for the suite of enterprise monitoring systems in line with Change Management processes
• Author, update and deliver reporting using the systems reporting capabilities in line with application services, IT teams and stakeholders needs.
• Author, update and deliver monitoring dashboards in line with requests from internal teams and stakeholders
• Author, update and deliver scripts using PowerShell, Python that can be incorporated into monitoring systems for discovery and/or recovery activities
• Direct and manage the identification and resolution of technical problems associated to monitoring systems
• Routinely review monitoring systems and services to ensure reliability, stability and security of the monitoring systems
• A strong desire to produce quality work, adopt standards and adhere to those standards
• Facilitate and implement continual improvement to provide ongoing value of the monitoring services to the business
• Develop and maintain a detailed knowledge of relevant tools to support the business in meeting customer expectations and service requirements
• Assist with maintain vendor relationships and influence product development where appropriate
• Identify opportunities to further enhance customer service and service delivery through automation and analytics

Additional responsibilities regardless of team include:

• Respond to and manage service issues and problems
• Responsible for awareness and compliance to policy and guidelines
• Report, pursue, communicate, and when required escalate any breaches in information security and policies
• Able to coordinate and work with on-site engineers during outages and critical situations
• Adhere to established incident management SLA and SLOs
• Able to document troubleshooting/process related documents for the team

The Team

Digital Collaboration Delivery group develops custom products, applications and services for Deloitte professionals globally. As a team we are here to delight customers by embracing design thinking, agility, innovation, and a customer first focus. support.

Location: Hyderabad

Work shift Timings: 11 AM to 8 PM

Qualifications

• Education/Other: Bachelor’s Degree/College Diploma in Computer Science or equivalent industry experience
• Years of Experience: 5+ years of broad-based IT experience with technical knowledge of network, environmental, hardware, storage, operating systems and applications

Experience

• Knowledge of ServiceNow functionality
• Knowledge of service management principles and how to apply them, ITIL v3 or v4 certification preferred
• Ability to use reporting tools to collect data and to provide output with basic interpretation
• Demonstrates basic understanding of IT Governance concepts and ability to ask appropriate questions to adhere to governance
• Communicates effectively with stakeholders and team members regarding technical concepts