Senior Analyst – .Net Application support - Deloitte Support Services India Private Limited
The EAS is a team within Information Technology Services serves both internal and external facing business units for Deloitte Australia.
Work you’ll do
As a part this team, you will:
- Serve as the primary point of escalation for application incidents and service requests across a portfolio of applications.
- Proactively triage, diagnose, and resolve support issues, employing a root cause analysis approach to prevent repeat incidents.
- Oversee incident and change management activities to align with ITIL best practices, ensuring thorough documentation and compliance with service level agreements.
- Monitor support queues and ITSM systems (such as ServiceNow), allocate task assignments, and provide regular updates to both customers and team stakeholders.
- Conduct monthly application post-patching health checks, validate application functioning, and coordinate issues with the appropriate On-Call support staff.
- Collaborate with developers, participate in impact assessments, and validate resolved bugs or new feature rollouts to support ongoing enhancement initiatives.
- Keep technical documentation, knowledge bases, and runbooks current, ensuring all standard operations and workarounds are readily accessible and up to date.
- Support ongoing process improvement by identifying inefficiencies, recommending actionable changes, and implementing updates that reduce operational risk and enhance service quality.
- Assess, advocate for, and help implement Generative AI tools or automation where appropriate, ensuring adherence to risk and governance requirements.
- Engage with Agile teams, contribute to sprint ceremonies and planning, and help embed support-focused considerations into project delivery.
- Foster a positive team culture by seeking feedback, sharing skills, mentoring colleagues, and driving your own professional growth.
- Tackle competing priorities independently, making sound decisions regarding escalation and communicating openly about progress and potential risks to relevant parties.
- Always exhibit excellent communication, tailoring information to technical and non-technical audiences as appropriate.
Work Location: Hyderabad
Shift Timings: 06.30 AM to 03.30 PM
Qualifications Required:
- Leverage 3+ years of professional experience to provide comprehensive support for .NET application environments, ensuring optimal performance, reliability, and continuous improvement across enterprise-scale solutions.
- Serve as a primary escalation point for .NET application incidents and service requests—apply advanced troubleshooting with C#, .NET debugging tools, and root cause analysis to efficiently resolve issues and prevent recurrence.
- Maintain, monitor, and enhance .NET applications through routine health checks, post-deployment verifications, and proactive incident management, leveraging ServiceNow and similar IT Service Management systems.
- Manage incidents and coordinate changes following ITIL best practices, ensuring compliance with SLAs and maintaining thorough documentation using Git and Azure DevOps for configuration and release management.
- Provide day-to-day and after-hours .NET application support, including queue monitoring, accurate ticket updates, and clear stakeholder communication on issue status and resolution timelines.
- Collaborate closely with development teams for design review, impact assessment, and testing of new features or bug fixes, ensuring stable rollout of enhancements within Azure DevOps pipelines.
- Conduct post-patching and deployment validation—utilize PowerShell scripts, SQL queries, and system logs to maintain application stability and escalate complex issues as required.
- Develop and maintain technical documentation, runbooks, support knowledge bases, and standard procedures related to .NET application environments.
- Support web-based .NET applications with technical skills in HTML, CSS, JavaScript, jQuery, and React, assisting in both front-end troubleshooting and back-end integration scenarios.
- Drive continuous improvement by identifying process gaps, proposing automation (e.g., using Python, PowerShell, or Generative AI-based solutions), and participating in operational changes to boost efficiency and minimize risk.
- Evaluate and responsibly apply Generative AI solutions to enhance support workflows, documentation practices, and automation opportunities, while maintaining strict governance standards.
- Work within Agile scrum teams to ensure support requirements are integrated into sprint planning and delivery, and actively participate in retrospectives to improve support processes.
- Proactively seek feedback, share knowledge, mentor peers, and pursue professional growth to stay ahead in .NET technologies and support best practices.
- Demonstrate strong independent work ethic—manage multiple priorities, escalate issues as needed, and deliver timely updates to stakeholders.
- Excel in written and verbal communication, translating complex technical issues into clear, concise updates for both technical and non-technical audiences.
- Technical proficiency in: .NET, C#, Git, Azure DevOps, SQL, HTML, CSS, JavaScript, jQuery, React, Linux, Docker, and PowerShell scripting.
- Nice to have: Hands-on experience with software development and version control via GitHub.
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