Support Problem and Proactive Response-Assistant Manager

Position Summary

Assistant Manager – Support Problem and Proactive Response

Serves as a team lead representing the DT-US CXO Support Problem and Proactive Response (PPRM) team focused on technology problem response and proactive support, including preventative, self-help and automated support services. Possesses a strong understanding of information systems, business processes, the key drivers and measures of success for the business, and the short- and long-term direction and needs of the business and technology. Provides input and supports planning for developing business, technology, and integrates specific plans into the firm-wideplan. This leads to the gathering of business needs as well as the design of solutions through direct interaction with business unit leaders. Possesses knowledge and experience leveraging both IT solutions and business process improvements.

Work you’ll do

• Executes the firm’s technology strategy as well as ensuring all day-to-day activities are successfully managed to closure in a 24hour x 7day environment.
• Expected to primarily work in US time zone (night shifts in IST)
• Responsible and accountable for Service Delivery, Active Problem Monitoring, Problem Tracking, Escalation Support, Documentation and Direct Troubleshooting. Accountable for providing Technology support, achieving customer satisfaction and SLA commitments along with theteam.
• Serves as a liaison between infrastructure teams (LAN, WAN, Telephony) and leadership to ensure activities are managed with the least impact to the usercommunity.
• Develops people and leads teams virtually. This includes performance management,goal setting, professional development, coaching / mentoring, team recognition, and recruiting activities. This role supports the Manager in his/her absence.
• Grows relationships with business leaders and users at all levels in the organization. Promotes DT US services, engages customers to understand business needs and maintains ownership for problem resolution. Solicits feedback from business leaders to ensure DT US service delivery exceedsexpectations.
• Performs other job-related duties asassigned.
  
  

The team

CX Support team is proud to be part of Deloitte’s Information Technology Support Services spread across Hyderabad, Mumbai, Bengaluru, Delhi, Pune, Kolkata & Chennai. This team is responsible for accomplishing various Technology Support tasks at the DT US walk-up to deliver world class customer service. This team takes care of new hire laptop setup, End of Lease activity, PDA support, Printer support & VC support at local offices.

Qualifications

Required:

• B. Tech, BE & EngineeringGraduates
• Experience: 6 to 8years
• Technicaltroubleshooting,StrongMicrosoftOffice(Outlook,Word,Excel,PowerPoint, Teams), Zoom , Windows and Mac operating systems, mobile device hardware and software, networking, video conferencing, Audio/Video, Telephony equipment, Active Directoryadministration.
• Strong technical & customer handling skills, Communicates Clearly and Effectively, Manages and Executes Projects, Manages Quality and Risk, Knows the Business, Develops Business, Teams with Others, Builds Relationships, Manages Change and Ambiguity, CoachesOthers.
  
  

Certifications

• ITIL -Intermediate
• ProjectManagement
• Cloud Computingbasics
• DataAnalytics
• Information/DataSecurity
• Industry certifications such as Dell orHP
• Basic knowledge of overallnetwork/systems
  
  

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 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 inIndia

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.

Recruiting tips

From developing a stand out resume to putting your best foot forward in the interview, we want you to feel prepared and confident as you explore opportunities at Deloitte. Check out recruiting tips from Deloitte recruiters.

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.

Our people and culture

Our inclusive culture empowers our people to be who they are, contribute their unique perspectives, and make a difference individually and collectively. It enables us to leverage different ideas and perspectives, and bring more creativity and innovation to help solve our clients' most complex challenges. This makes Deloitte one of the most rewarding places to work.

Our purpose

Deloitte’s purpose is to make an impact that matters for our people, clients, and communities. At Deloitte, purpose is synonymous with how we work every day. It defines who we are. Our purpose comes through in our work with clients that enables impact and value in their organizations, as well as through our own investments, commitments, and actions across areas that help drive positive outcomes for our communities.

Professional development

From entry-level employees to senior leaders, we believe there’s always room to learn. We offer opportunities to build new skills, take on leadership opportunities and connect and grow through mentorship. From on-the-job learning experiences to formal development programs, our professionals have a variety of opportunities to continue to grow throughout their career.

Requisition code: 214994