Technical Service Desk- Manager- Hyderabad/ Pune

Summary

Position Summary

CORE BUSINESS OPERATIONS

The Core Business Operations (CBO) portfolio is an integrated set of offerings that addresses our clients’ heart-of-the-business issues. This portfolio combines our functional and technical capabilities to help clients transform, modernize, and run their existing technology platforms across industries. As our clients navigate dynamic and disruptive markets, these solutions are designed to help them drive product and service innovation, improve financial performance, accelerate speed to market, and operate their platforms to innovate continuously.

ROLE

Level: Manager/Specialist Master

As a Manager/Specialist Master at Deloitte Consulting, you will be responsible for overall technical delivery as part of HCMS framework at enterprise level. You will lead functional and technical teams on the project located across shores guiding and mentoring junior team members and collaborating to understand the functional requirements. You will respond to new sales or proposals and support end-to-end delivery of the project along with estimations and planning.

You will be responsible for Designing solutions which includes architecture design, review, POC, Demo, SOW preparation and own the documentation of complete project.

The work you will do includes:

• Work closely with the functional team and client to understand the business requirements
• Lead the overall technical delivery with recommendations on architecture and implementation
• Lead all the documentation efforts and ensure standards and best practices are followed
• Lead design and development of solutions and ensure time bound delivery as per project plan
• Work closely with the Project leadership, raise potential risks, prepare status reports
• Chat, Phone and Email Support across the Globe.
• Closely monitor ticket queue to provide quality assurance of tickets in progress.
• Coach and monitor the team and leads in day-to-day operations & people management
• Analyze reports for team performance on processes
• Escalate issues in a timely manner across functions and suggest alternative approach
• Ensure adherence to the process deliverables (KPIs)
• Review/audit transactions performed by team leads to create a conducive and stimulating environment for the teams to accomplish their goals
• Must keep a track of monthly billability and capacity plan as per client requirement
• Should be able to handle all types of internal & external Audits
• Work closely with all support function teams
• Quality audits for the calls, emails & chats handled by the team
• Identify, Analyze, and automate routine tasks
• Implement the SLA, SLO, etc guidelines as per the SOW.
• Coordinate with multiple teams to serve the request or resolve the incidents
• Documentation, Weekly/Bi-Weekly Deck preparation, KB article update
• Responsible for client incident-management communications, escalation management, and operational report creation
• Deliver ITSM training (Incident, Change Management, Problem Management, Request Management, Access Management, etc.)
• Assist in the definition and support of the implementation of an ITSM process development and improvement roadmap for multiple ITIL framed processes to improve alignment and business outcomes for the IT operations department
• Search, identify, export, and analyze data associated with ITSM processes, as required, for operational metrics reporting, and develop, document, and present trending information and reports related to this analysis to all stakeholders, as applicable
• Focus on structuring and restructuring processes, identifying scope, and assessing the improvement or design requirements of ITIL 4 based service management processes and related documentation - editing, formatting, and publishing of ITSM process documentation
• Define, develop, document, and train shift on the service-level management process and procedures
• Establish and maintain strong working relationships with directors, managers, business relationship managers, process owners, and key stakeholders
• Negotiate, get buy-in for, design, and maintain Service-Level Agreements (SLAs) with internal customers
• Work with change managers to understand the Service Lifecycle Management requirements for proposed new services and changes
• Guide and mentor junior resources and act as a bridge between other teams in the engagement
  
  

Skills / Project Experience:

Must Have:

• 8 – 14 years of related and progressive experience combining IT delivery, operations, and service management
• Must have demonstrated expertise in ITIL, ability to establish vision, drive organizational change, and deliver positive results in an IT operations environment
• Demonstrated ability to facilitate cross-functional teams to develop, document, and improve processes
• Experience in implementing a structured approach and process to IT service delivery and support within a corporate environment
• Experience developing and managing SLAs, key performance indicators and critical success factors for ITIL processes and various IT work environments
• Understanding of Service Desk tools like ServiceNow, Amazon connect, etc
• Understanding of call metrics like ACD, call waiting, FCR, AHT, etc.
• Experience working with ITSM software applications (e.g., ServiceNow), as well as analyzing and directing improvements for business results
• Experience in developing continuous improvement programs for ITIL processes and IT services with clearly defined outcomes and success criteria
• ITIL Managing Professional certified (or significant volume of ITIL 4 intermediate certifications), with experience implementing ITIL framed processes
• Experience with Microsoft Office Suite (Word, Excel, PowerPoint, and Visio)
• Strong oral and written communication skills
• Robust problem-solving and troubleshooting
• Should have Excellent understanding of Quality & Operational metrics
• Ability to proactively seek pre-empt and prevent bottlenecks by implementing practical solutions within tight deadlines
• Flexible to work any shift in a 24X7 environment on rotational basis
• Experience on handling issues on M365, various Operating Systems, VPN, Remote Desktop Connection, and Team viewer to resolve the issues.
• Should be able to handle escalated calls & initiate major incident bridges
• Good interpersonal and communication skills
• Flexibility to adapt and apply innovation to varied business domain and apply technical solutioning and learnings to use cases across business domains and industries
  
  

Education:  

B.E./B. Tech/M.C.A./M.Sc (CS) degree or equivalent from accredited university

Prior Experience:  

8 - 14 years of experience working with related and progressive experience combining IT delivery, operations, and service management

Location:  

Hyderabad/ Pune

The team  

Deloitte Consulting LLP’s Technology Consulting practice is dedicated to helping our clients build tomorrow by solving today’s complex business problems involving strategy, procurement, design, delivery, and assurance of technology solutions. Our service areas include analytics and information management, delivery, cyber risk services, and technical strategy and architecture, as well as the spectrum of digital strategy, design, and development services Core Business Operations Practice optimizes clients’ business operations and helps them take advantage of new technologies. Drives product and service innovation, improves financial performance, accelerates speed to market, and operates client platforms to innovate continuously. Learn more about our Technology Consulting practice on www.deloitte.com

For information on CBO visit - https://www.youtube.com/watch?v=L1cGlScLuX0 

For information on life of an Analyst at CBO visit- https://www.youtube.com/watch?v=CMe0DkmMQHI 

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Requisition code: 183435