Job title: Technical Specialist – 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:
- Respond to Tier 1, 2, and 3 support demands relative to complex Applications
- 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 liaison with Deloitte program teams to contrive & build scope, escalation matrix and other functional & operational documentation.
- 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
- Will leverage technical writing skills and experience in the documentation of process workarounds and will refine the Deloitte issues knowledgebase and frequently asked questions documents
- Coordinate trainings
- Create technical support documentation.
- Will require liaising with the vendor.
- Review Application performance metrics and statistics to identify potential future failures (proactive approach)
- Deliver upskill training across TOC team within Application Ops area of expertise
- Represent Deloitte in Vendor Service Quality Reviews (SQR) and provide adequate feedback
- Work closely with managers and operations analysts to ensure the success of daily operations
- Interface with Subject Matter Expert (SME) teams in planning, scheduling, and implementing changes
- Contribute to knowledge base and KEDB's to facilitate resolution and gain First Call Resolution within TOC
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
- 7+ years of experience in the IT field
- Experience with L2 Application support, Performance 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.
#EAG-Technology
Benefits to help you thrive
At Deloitte, we know that great people make a great organization. Our comprehensive rewards program helps us deliver a distinctly Deloitte experience that helps that empowers our professionals to thrive mentally, physically, and financially—and live their purpose. To support our professionals and their loved ones, we offer a broad range of benefits. Eligibility requirements may be based on role, tenure, type of employment and/ or other criteria. Learn more about what working at Deloitte can mean for you.
