Deloitte is seeking a Specialist Manager, IT Services Management to lead infrastructure operations center activities that support enterprise platforms, services, and operational stability. This role will oversee monitoring, incident response, reporting, and operational governance across hybrid environments while partnering with stakeholders to improve service quality and reliability. The position also includes responsibility for team leadership, process improvement, and execution of round-the-clock operational support.
Work you'll do
As a Specialist Manager, IT Services Management on the IT Services team, you will be responsible for…
- Lead infrastructure operations center activities across monitoring, incident management, request management, backup operations, and operational support for enterprise platforms and services
- Oversee operational reporting, key performance indicators, service level agreement adherence, and trend analysis to improve workflows, reduce incident recurrence, and strengthen service reliability
- Manage support for Windows Server and Linux environments, including patching, operating system upgrades, maintenance activities, and infrastructure change execution across hybrid environments
- Direct the use of monitoring and event management tools such as Dynatrace, Cisco Meraki, SolarWinds, Azure Monitor, and storage monitoring platforms to improve visibility and operational response
- Serve as the escalation point for technical and process issues, lead major incident coordination, and drive resolution activities through ServiceNow and cross-functional stakeholder engagement
- Provide day-to-day leadership, coaching, performance management, and shift oversight for team members supporting a 24x7x365 operation
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 of 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.
Location: Hyderabad
Shift Timings: 11 AM to 8 PM / 2 PM to 11 PM IST or as needed
Qualifications
Required:
- Bachelor’s degree
- 8-10 years of experience leading or managing 24x7x365 infrastructure operations center (IOC) or network operations center (NOC) operations
- Experience supporting Windows Server and Linux server environments in hybrid infrastructure
- Experience using enterprise monitoring tools such as Dynatrace, Cisco Meraki, SolarWinds, Azure Monitor, or HP Systems Insight Manager (SIM)
- Experience managing incidents, requests, escalations, or service workflows in ServiceNow or a similar information technology service management platform
- Experience with patch management, operating system upgrades, infrastructure maintenance, or enterprise change execution
- Experience applying Information Technology Infrastructure Library (ITIL), information technology service management (ITSM), or Scaled Agile Framework (SAFe) practices in operations
Preferred:
- Experience leading teams with direct people management responsibility
- Experience supporting monitoring across production, staging, test, and development environments
- Experience with backup operations, storage monitoring, or server hardware platforms
- Experience with SQL upgrades or infrastructure changes in enterprise environments
- Experience using automation tools such as UiPath or Microsoft Copilot in operations
- Experience supporting artificial intelligence or machine learning use cases in operational workflows