MDM Operations Engineer - Hyderabad

MDM Operations – MDM Operations Engineer - Deloitte Support Services India Private Limited

U.S. India GTS GDAS

The Global Technology Services (GTS) is the Global CIO’s IT Department, which provides and manages a portfolio of global business applications and technology infrastructure that supports business processes common to all Deloitte member firms.

Enabling Areas (EA) at the U.S. India offices are the support arm of the organization and comprise several groups including Talent, Technology, Finance, Communications, Field Operations, etc. EA gives every client-service business unit access to the best and brightest resources when it comes to support services. More specifically, EA enables the business units to solely focus on satisfying clients and developing new products and services to sustain competitive advantage, while they consolidate and standardize a diverse collection of systems, processes, and functions. The team provides a wide array of services to the U.S and India professionals and is continually evaluating and expanding its portfolio.

The primary duty of the operations specialist is to handle the day-to-day operations of Master Data Management and handle any Incidents or Service Requests that arrives through the Service Now tool or emails. The operations specialist gathers information related to incidents or issues, then determines the root cause of the problem and devises solutions to resolve the user’s issue. He/she should also manage the flow of incoming support requests and escalate issues to other specialist teams.

Responsibilities

Strategic

• Handle day-to-day operations of Master Data Management (MDM) application, including monitoring loads, Jobs, thresholds, etc.
• Addressing Application related Incidents, and Service Requests
• Identify root cause of the problem, and device solution to address and/or escalate to other internal teams.
• Will escalate, coordinate, and communicate regularly with other internal teams (BA, QA, DEV, Project Mgt., Deployment) to ensure subject matters experts are engaged to efficiently resolve issues.
• Onboard new consumers onto MDM, by coordinating with consumers, BSAs, and other internal/external teams.
• Responsible for engaging and interacting with the Deloitte Global Applications support teams with a focus on expediting issues resolution.
• 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.

Operational

• Coordinate Global Support training
• Create technical support documentation.
• Will require liaising with the vendor.
• Prepare reports/metrics on the support tickets.
• Able to work as part of a geographically separated 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

Work shift Timings: 11 AM to 8 PM

Qualifications

• Bachelor of Engineering/ Bachelor of Technology
• 5+ years working experience in IT.

Essential

• Minimum 4+ years of experience in handling application operations, Incident management, using tools such as Service Now.
• Experience handling operations and/or support for MDM applications/tools such as Informatica is a plus
• Good knowledge on data bases is a must.
• Daily System Health Checks, MF Onboardings, ETL Testing (Informatica)
• Ability to write/execute basic SQL Queries is a must.
• Should have proven incident & program management record.
• Should have basic knowledge about MS Windows server administration & Networking.
• Should have advanced level of knowledge on MS office suite of applications – specially MS Word, Excel & Power Point
• Preferred - Microsoft Certified Professional, ITIL foundation certification.
• Should demonstrate global awareness and capability with appropriate communications to international users of Deloitte applications.
• Should demonstrate flexibility by working “off hours” to accommodate calls in different time zones.

Should utilize effective communications with patience and customer service skills in situations with impatient users.

• Experience in Azure/AWS knowledge
• Previous management or govemance of firewalls

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 learn in exactly 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 daily 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, leverages 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.