Artificial Intelligence & Engineering
AI & Engineering leverages cutting-edge engineering capabilities to help build, deploy, and operate integrated/verticalized sector solutions in software, data, AI, network, and hybrid cloud infrastructure. These insights are powered by engineering for business advantage, helping transform mission-critical operations.
Join our AI & Engineering team to help transform technology platforms, driving innovation, and help make a significant impact on our clients' achievements. You’ll work alongside talented professionals reimagining and re-engineering operations and processes that could be critical to businesses.
As a Lead Manager Services Engineer II at Deloitte Consulting, you will oversee the technical delivery of enterprise-scale software solutions, lead cross-functional and global teams and mentor junior members. You will collaborate to understand functional requirements, support sales and proposal efforts, and drive end-to-end project delivery, including estimation and planning, to ensure successful outcomes.
Work you'll do
As a Lead Managed Services Engineer II on the Hybrid Cloud Infrastructure team, you will be responsible for…
- Lead and develop teams supporting client environments; establish clear ownership, escalation paths, coverage, and operational standards.
- Build trusted client relationships by understanding priorities, communicating proactively, setting expectations, and advising on service improvements.
- Oversee service desk, deskside, remote support, endpoint management, and workplace technology operations.
- Manage endpoint image lifecycle activities, including image design, testing, maintenance, deployment, and updates.
- Oversee application packaging, testing, deployment, version control, and support in line with client standards and release processes.
- Lead PC lifecycle management, including device provisioning, deployment, refresh, inventory coordination, patching, break/fix support, and retirement.
- Manage endpoint configuration and software deployment using tools such as Microsoft Configuration Manager (SCCM), Microsoft Intune, and Jamf.
- Use desktop experience monitoring and analytics tools such as Nexthink to identify user-impacting issues, analyze experience trends, and prioritize remediation.
- Oversee end-user support for Active Directory, SharePoint, and Microsoft 365, coordinating access, troubleshooting, and escalations with appropriate client teams.
- Lead complex incident response and troubleshooting; drive root-cause analysis, corrective actions, and clear client communications.
- Oversee changes, implementations, migrations, and upgrades, coordinating resources, dependencies, schedules, and risks.
- Improve service performance through automation, standardization, self-service, and emerging capabilities.
- Develop and maintain operating procedures, technical documentation, service metrics, and knowledge-sharing practices.
- Identify opportunities to reduce cost, manual effort, incident volume, and recurring issues; measure and communicate results.
- Handle sensitive client information with sound judgment and discretion.
- Lead RFP responses, presales activities, and estimates for End User Services.
The team
At Hybrid Cloud Infrastructure we deliver solutions spanning Hybrid Cloud, Advanced Connectivity, AI Data Centers, High-Performance Computing, and AI Infrastructure to help clients achieve their desired outcomes. Our offerings include engineered transformation services for hybrid cloud infrastructure and platforms, prioritizing resiliency, optimization, and extensive automation. We integrate advanced connectivity with AI infrastructure and enterprise networks to boost operational efficiency and enable real-time data processing. Additionally, we provide comprehensive management of all facets of operations for hybrid cloud infrastructure and field operations.
Location: Bengaluru, Hyderabad, Pune, Chennai (preferred)
Shift Timings: Rotational Shifts
Qualifications
Required:
- Typically 10–14 years of experience in end-user services, workplace technology, endpoint engineering, or related IT service operations.
- Experience leading teams responsible for production end-user services across multiple sites or user groups.
- Experience with endpoint management, image management, application packaging, and PC lifecycle processes.
- Working knowledge of SCCM, Intune, and/or Jamf for device configuration, software deployment, and endpoint management.
- Working knowledge of Active Directory, SharePoint, and Microsoft 365, including common user-support issues and access management.
- Experience managing incidents, escalations, service performance, and root-cause analysis.
- Demonstrated ability to lead technology rollouts, migrations, lifecycle initiatives, or transformation programs, including resource and timeline planning.
- Strong written, verbal, analytical, and interpersonal skills, including the ability to build client trust and communicate technical issues to business stakeholders.
- Design End user services solution for RFP and lead presales pursuits
- BE/B.Tech/MCA/M.Sc. (Computer Science) or equivalent from an accredited university.
Preferred:
- Experience with Nexthink or comparable Digital Employee Experience (DEX) tools.
- Experience supporting Windows and macOS endpoint environments.
- Familiarity with Microsoft 365 administration, collaboration platforms, and modern workplace solutions.
- Experience with IT service management platforms and practices, such as ServiceNow and ITIL.
- Experience supporting global or 24×7 services.
- Experience in IT presales or pursuit management.
- Agile or project management certification; relevant technology certifications.
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