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.
Position Summary
Level: Lead Managed Services Engineer II
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…
- Own end-to-end delivery of managed infrastructure services across on-premises, network, and cloud environments while meeting contractual service-level agreements, key performance indicators, customer satisfaction targets, and compliance requirements.
- Lead client governance forums, major incident and escalation management, root-cause analysis, and preventive actions; ensure adherence to Information Technology Infrastructure Library (ITIL)-aligned service-management processes.
- Coordinate delivery across compute, storage, network, cloud, database, middleware, end-user, security operations, and service desk teams; maintain ownership models and escalation paths with client teams and third-party vendors.
- Lead and develop multi-location delivery teams, including team leads, shift managers, and specialists; manage capacity planning, staffing, skill development, attrition, and succession.
- Drive automation-first transformation through monitoring, event correlation, intelligent triage, provisioning, patching, runbook automation, artificial intelligence for information technology operations (AIOps), and self-healing capabilities; measure impact on mean time to resolution, ticket volume, manual effort, and incident recurrence.
- Manage delivery risks, scope, change requests, and delivery financial performance; support account transitions, sales and proposal activities, renewals, extensions, and growth opportunities.
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:
- 12–18 years of experience delivering information technology infrastructure services, including managing managed-services engagements.
- Experience managing on-premises data center, network, and cloud environments using Amazon Web Services (AWS), Microsoft Azure, or Google Cloud Platform (GCP).
- Experience meeting contractual service-level agreement, customer-satisfaction, and compliance targets in managed-services environments, including client governance and escalation management.
- Experience leading infrastructure delivery teams of 100+ professionals across technology towers, including people managers.
- Experience using ITIL-aligned incident, problem, change, release, capacity, availability, and configuration management processes; ServiceNow; and observability or monitoring platforms.
- Experience delivering automation, AIOps, or self-healing initiatives with documented measures of mean time to resolution, ticket volume, manual effort, or incident recurrence.
- Experience leading service-delivery transformation, operating-model changes, account turnarounds, or account transitions, including change control and delivery financial management.
Preferred:
- ITIL 4 Foundation or higher, Project Management Professional, or PRINCE2 certification.
- AWS, Microsoft Azure, or GCP certification or cloud architecture experience.
- Experience using ServiceNow, Dynatrace, Datadog, Splunk, or Moogsoft for service management, observability, or AIOps.
- Experience using Terraform, Ansible, or Python for infrastructure automation.
- Experience applying generative artificial intelligence or agentic artificial intelligence to infrastructure operations.
- Experience in global delivery models, multi-vendor environments, account transitions, or large-deal onboarding.