Deloitte | India Offices of the US

Analyst –Infrastructure Support - Deloitte Support Services India Private Limited

Work you'll do

You will be responsible for performing technical analysis of issues and outages as they occur across Deloitte’s Core IT Systems. This individual also performs research to troubleshoot and resolve the issue or, depending upon complexity, escalates the issue to higher-level systems administrators and network engineers. Responsible for researching and documenting various mitigation strategies and must maintain a current and thorough knowledge of customer technologies and their significance to customer operations. This individual must be able to prioritize remediation of issues in a 24 x 7 environment with critical uptime requirements. This job role requires the individual to support during the US business hours. The SRC analyst may also perform basic system administration tasks such as network/system troubleshooting and executing various scripts.

The position requires existing knowledge and experience combined with demonstrated excellence in taking ownership of problems, leading technical discussions, transferring knowledge and innovation.

Illustrative Duties and Responsibilities:

• Provide critical support to the firm's IT Infrastructure, Applications, Network and Cloud resources on performance, availability, and Security

• Provide timely response to all incidents, outages, and actionable alerts. Categorize issues for escalation to appropriate technical teams

• Creating and maintaining PowerShell scripts to automate repetitive tasks, streamline processes, and improve efficiency in system administration and reporting

• Implement cost-effective solutions and ensure resource utilization efficiency

• Recognize, identify, and prioritize incidents in accordance with customer business requirements, organizational policies, and operational impact

• Working knowledge on Cloud and On-Premises infrastructure related alerts and issues

• Collect and review performance reports for various systems, and report trends in hardware and application performance to assist senior technical personnel to predict future issues or outages

• Knowledge on cloud automation and infrastructure-as-code tools

• Monitor a wide variety of information and network systems.

• Document accordance with standard organization policies and procedures

• Notify customer and third-party service providers of issues, outages, and remediation status

• Work with internal and external technical and service teams to create and/or update knowledge base articles and CMDB

• Perform basic systems testing and operational tasks which includes but not limited to Event Correlation and Event Aggregation

• Support multiple technical teams in 24 x 7 operational environments with high uptime requirement supporting during US Business hours

• Experience in handling Major Incidents and contributing towards reducing the team’s average MTTR

• Trigger problem tickets regarding monitoring and event management, such as incorrect or missing alerts and provide inputs for Root Cause Analysis

• Identify and address day to day continuous improvement activities

• Perform miscellaneous job-related duties as assigned by the team manager

• Assist with fulfillment of basic Service Requests

Education: Bachelor's degree in computer science, information technology, or a related field (or equivalent work experience).

Years of Experience: 1-3

Relevant Experience: Directly related experience including working knowledge in Technology Operations, and Incident/Major Incident or Problem Management.

Technical Skills:

• Good Knowledge on PowerShell Scripting

• Azure, AWS, GCP and Cloud automation tools

• Working knowledge of enterprise infrastructure both on-premises and cloud hosted

• Hands on experience in supporting & resolving Cloud infrastructure related incidents/events

• Working knowledge of ITIL Methodology and SAFe Agile Framework

• Working Knowledge in ITSM modules including IT Operations Management, ServiceNow

• Familiarity with Application monitoring tools; SCOM, Azure Monitor, Dynatrace, OMS, Moogsoft Nagios, New Relic or any market standard IT Operations Management Tool is a plus

• Ability to follow SOPs and documented workflows

• Foundational knowledge of current business technologies, frameworks, methods, and tools

• Foundational ability to analyze data and compare with defined performance measures

• Understanding of Web Technologies (IIS, SharePoint, Apache, etc.), VMware, Windows troubleshooting

• Experience in ITSM modules including ServiceNow

• Knowledge of Cloud service providers and their offerings

• Ability to assist and perform with the identification of key issues or trends

• Ability to comprehend information risk concepts and principles

• Understands information systems and Cybersecurity

• Ability to communicate technical and security concepts to a non-technical audience, both via written and verbal communication

• Awareness of basic database concepts (SQL or Oracle)

Certifications Preferred

• Microsoft Certified System Engineer (MCSE)

• Microsoft Certified Solutions Expert (MCSE)

• Azure Certification

• AWS Certification

• ITIL Foundation

Core Competencies

• Ability to communicate effectively across all levels of management

• Highly collaborative personality with excellent written and verbal communication skills

• Ability to manage and prioritize multi-tasks under pressure

• Ability to work both independently and collaborate with the team

• Self-directed and detail oriented. Moderate supervision with some latitude for independent judgment

• Flexible, calm, and professional demeanor in a fast-paced, high-stress environment

• Highly Motivated, self-starter who has a very strong desire to learn

Work Location

Hyderabad

How you'll grow

At Deloitte, we've invested a great deal to create 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 team in exactly 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.

Benefits

At Deloitte, we know that great people make a great organization. We value our people and offer employees a broad range of benefits. Learn more about what working at Deloitte can mean for you.

Deloitte's culture

Our positive and supportive culture encourages our people to do their best work every day. We celebrate Individuals by recognizing their uniqueness and offering them the flexibility to make dally choices that can help them to be healthy, centered, confident, and aware. We offer well-being programs and are continuously looking for new ways to maintain a culture that is inclusive, invites authenticity, leverage's our diversity, and where our people excel and lead healthy, happy lives. Learn more about Life at Deloitte.

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. Learn more about Deloitte's impact on the world.