Enabling Areas - Information Technology - Assistant Manager - Site IT operations
• Job requisition ID : 101743
• Location: Mumbai
• Entity: Deloitte Shared Services India LLP
The team
The Enabling Areas – Information Technology team is responsible for building & maintaining different applications for Deloitte that focuses on providing employee experience.
Your work profile
Roles & Responsibilities:
- Knowledge management and training for IT operations to internal and vendor teams.
- IT operations related documentation for ITIL audits, ISO 20K and 27K and CMMI for Services.
- Documentation management including periodic updates, publishing and maintenance. (SOPs, Knowledge Articles, Operations related processes.)
- Internal quality audits lifecycle management.
- IT support lead for the site as back-up and additional responsibility.
- Handling site level escalations in IT operations including VIP users.
- Meeting IT & Security compliance requirements as per the firm standard at site level.
- Onsite IT Operations health check & status reporting to Reporting Manager.
- Preparing MIS at site level for various activities, projects and vendor performance.
- Site level coordination with IT operations related vendors.
Key skills required
Experience:
3-7 yrs of relevant experience
Technical Skills:
- Knowledge on Team Management
- Knowledge Management & Documentation
- ITIL, Audits, ISO 20k & 27k for IT Operations
- Knowledge on Escalation Management
- Project Management Skills
- Knowledge on Vendor Co-ordination
- Knowledge on MS Excel and other Office tools
- Knowledge on Network & Server Management
- Knowledge of MS Imaging Infrastructure
- Knowledge on Review Mechanism
- IT Troubleshooting Skills
- VIP User Management Skills
Education:
Bachelor Degree from Govt. approved university.
Certifications: ITIL, IT/Computer Science in case of Graduation in non-IT stream, Server Administration (Optional), Networking (Optional).
Core Technical Skills:
- ITIL process implementation including internal quality audits for IT operations and support.
- ISO 20000 standard implementation (contributor, team member)
- ISO 27000 standard implementation for IT operations (contributor, team member)
- Knowledge management and technical documentation management.
- Windows OS and Desktop troubleshooting with end-user support background.
- Well versed with ITSM tool & ITIL processes (e.g. Service Now), Incident & Request management, IT asset management.
- Well-versed with end-user IT support & infra operations related processes and execution.
Attitude/Behavioural/Soft Skills:
- Strong Communication Skills (verbal, email)
- Moderate Analytical & Logical Skills
- Moderate Problem Solving Skills
- Strong Interpersonal Skills
- Strong Collaboration