Business Application Support Specialist - Assistant Manager

Business Applications is an internal team responsible for a wide catalogue of Bespoke, SaaS & Globally managed Applications. Our involvement spans the full Software Lifecycle and as such, work spans a variety of Project and Business as Usual activities.

This will be a demanding role but hopefully a very rewarding one as well. You will have the opportunity to develop a whole set of technical and soft skills with practical experience and a supported Personal Development plan, allowing access to a range of Internal and External training opportunities where relevant. This is a position for someone who feels comfortable interacting with different types of stakeholders and to impact more than 22,000 practitioners across the United Kingdom and the Switzerland as well as the increasing opportunity to work on a global scale across the whole Deloitte organization.

• Assist with the 2nd/3rd line support – call resolution, go live and release support, helpdesk documentation and knowledge sharing and work on problem records
• Incident Lifecycle Oversight & Reporting across many of the Application teams.
• Focus on customer experience through driving best practice and survey tooling.
• Custom Application Monitoring – ensure systems and related data feeds are running successfully, troubleshoot problems that occur
• Assist with Admin functions - support mailboxes, monitor and resolve scanning, workflow & custom application errors & perform daily checks
• Assist with vendor calls – log, monitor, provide logs, test fixes, raise bugs
• Assist with in-house development cycle – assist with Unit testing during development for BAU maintenance, reactive support and projects
• Support Ad-Hoc training either for Users or other Support areas
• Working effectively in diverse teams within an inclusive team culture where people are recognised for their contribution
• As part of a wider team where time allows you will also get involved with the teams designing and enhancing the systems which will provide you with many growth opportunities.
• Assist in the Deployments and disaster recovery validations happens off bussiness days or hours.
• Line Management responsibilities of more junior members of the team

• Experience of working with a different range of applications (i.e SaaS, Bespoke, 3rd party on premise or globally managed)
• Strong at building effective relationship
• Ability to work with minimal guidance and willing to take ownership
• Analytical, logical, thorough, and methodical thinking
• Troubleshooting / Problem management skills
• Excellent interpersonal manner, communication skills & customer focused
• Exposure to application support, development, test and release processes
• Ability to translate key complex technical issues into common business language
• Can do attitude
• Previous experience providing high levels of customer service
• Good understanding of ITIL Process and best practices.
• Knowledge of software deployment, patching, and release management processes.
• Experience in leading, mentoring, or coaching junior team members.
• Proven ability to allocate and prioritize work effectively across a team, ensuring balanced workloads and timely resolution of issues.
• Experience in creating and managing shift schedules, on-call rotations, and resource planning.
• Ability to act as an escalation point for complex or high-priority incidents.
• Ability to interact with key stakeholders within project teams to help build scope of support for any releases or upgrades on our products.

Certification

• Good to have ITIL V4.
• Nice to have Microsoft Certified: Azure Administrator.

To qualify for the role, you must have

• 6+ years of experience in Application Support or a related IT support role.
• 2+ Years of experience in managing and allocating work within a support or operations team.
• Demonstrated experience in incident, problem, and change management processes.
• Experience supporting enterprise applications (ERP, CRM, custom business apps, etc.).
• Hands-on experience with ticketing and ITSM tools (e.g., ServiceNow, Jira, Remedy).
• Excellent oral and written communication skills.

Good to have

• Experience working with Agile Transformation Project
• Understanding of waterfall methodologies
• Business analysis skill
• Able to perform an Agile maturity assessment

Location: Hyderabad

Work hours: 11AM to 8PM IST / 2PM to 11PM IST.