Assistant Manager – Service Reliability Center - 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. The SRC Assistant Manager is 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. You will collaborate closely with various teams, including system administrators, database administrators, and network engineers, to understand the business requirements, and bring technical solutions to the leadership team. This job role requires the individual to support during the US business hours.
The Assistant Manager (App/Infra) will be responsible for optimizing monitoring, alerting, and observability solutions across enterprise infrastructure and applications. The role involves close collaboration with platform, network, and application teams to ensure high service availability, performance, and proactive incident detection through automation and observability best practices.
The position requires existing knowledge and experience combined with demonstrated excellence in taking ownership of problems, leading technical discussions, transferring knowledge, and innovation.
Roles and Responsibilities:
- Standardize alert thresholds, naming conventions, and severity models to ensure consistent monitoring across environments.
- Continuously refine monitoring to eliminate noise and reduce false positives (Alert Optimization).
- Participate in 24x7 NOC/SRC operations, responding to alerts and performance degradations in real-time.
- Perform root cause analysis (RCA) and contribute to problem management activities to prevent recurrence.
- Work closely with DevOps, SRE, and application teams to align monitoring with business KPIs and service objectives.
- Contribute to the creation and enforcement of monitoring standards, policies, and documentation.
- Support onboarding of new applications and infrastructure into the enterprise monitoring ecosystem.
- Collect and analyse operational metrics (availability, MTTR, MTTD, alert volume, SLA adherence).
- Recommend and drive continuous improvements in service reliability and performance tuning.
- Lead & supervise a team of SRC Engineers to ensure 24/7 operations
- Manage Shift Rosters, leave plans and ensure 24/7 coverage without any gaps
- Conduct regular one-on-one reviews, provide feedback, and drive performance.
Data Analytics:
- Collect and interpret data. Identify patterns and trends in data sets.
- Generate reports (including ad hoc reports), charts, and visual presentations. Present data to team members and senior management.
Tools Knowledge:
Dynatrace, PowerBI, Solarwinds, AWS CloudWatch/Cloud Trail, Phython/Powershell scripting etc.
Education: Bachelor's degree in computer science, information technology, or a related field (or equivalent work experience).
Years of Experience: 6 – 8 years
Relevant Experience: Directly related experience including working knowledge in Technology Operations, and Incident/Major Incident or Problem Management.
Technical Skills:
- Working knowledge of enterprise infrastructure both on-premises and cloud hosted.
- Foundational ability to analyze data and compare with defined performance measures.
- Ability to follow SOPs and documented workflows.
- Foundational knowledge of current business technologies, frameworks, methods, and tools.
- 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.
- Knowledge of cloud automation and infrastructure-as-code tools (e.g., Terraform, AWS CloudFormation).
- Proficiency in scripting and programming languages (e.g., Python, PowerShell).
- Ability to communicate technical and security concepts to a non-technical audience, both via written and verbal communication.
- Working knowledge of ITIL Methodology and SAFe Agile Framework.
- Familiarity with Application monitoring tools; SCOM, OMS, Dynatrace, Nagios, New Relic or any market standard IT Operations Management Tool is a plus.
- Working Understanding of Web Technologies (IIS, SharePoint, Apache, etc.)
- Awareness of basic database concepts (SQL or Oracle)
Soft Skills:
- Strong analytical and problem-solving mindset.
- Excellent communication and collaboration skills.
- Ability to work in 24x7 operations or shift-based environments.
Certifications Preferred
- Dynatrace Certified Associate / Professional / Advanced Observability
- AWS Certified DevOps Engineer – Professional
- AWS CloudWatch & Cloud Operations – AWS Certified SysOps Administrator
- Microsoft Certified: Azure Administrator / Azure Monitor Specialist
- ITIL Foundation
Core Competencies
- Prior experience of programming, writing automated test scripts
- Hands-on skills in writing test scripts using Python or any modern test scripting languages are desired
- 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 in team operate 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.
