GESTC is building a modern, event-driven, cloud-native GlobalAdvantage (GA) platform on Amazon Web Services (AWS).
Concretely, the environment you will operate includes:
- Backend for Frontend (BFF) APIs on Amazon Elastic Kubernetes Service (Amazon EKS); Angular micro-frontends in the GA Portal.
- Amazon Managed Streaming for Apache Kafka (Amazon MSK)
- supported by an Amazon S3 data lake, AWS Glue, and Amazon OpenSearch Service, including the operational dashboards you will use daily.
- Azure DevOps continuous integration and continuous delivery (CI/CD), OpenTelemetry with Application Insights, and ServiceNow for IT service management (ITSM)
Integrations: external and client-system integration through Boomi iPaaS and a client API gateway
Workflow: human-in-the-loop processes on Pega bridged to Kafka
Security: AWS Cognito with Amazon Verified Permissions (AVP) policy-based authorization
This role does not require you to build these components. It does require sufficient understanding of how they work together to diagnose issues that cross them, coordinate the right teams, validate fixes, and improve how the platform is run.
This is an experienced position. You will work with Tier 1 support personnel and provide Tier 2 support across the platform, supporting users from both a technical and functional perspective. More than resolving tickets, you will own assigned production issues through diagnosis, resolution, validation, communication, and closure, and continuously improve the reliability and supportability of the platform.
Because the platform is event-driven and multi-layered, a single incident may span a micro-frontend, a .NET API, an Aurora/Oracle query, a Kafka message routed to a dead-letter queue (DLQ), a Boomi HRIS feed, a Pega case, an AVP authorization decision, and a dashboard. With training, you will trace issues across those layers using correlation IDs and telemetry, isolate the failing hop, and coordinate resolution with engineering, product, integration, security, and data teams without needing to build or re-architect the components yourself.
This position requires significant client contact, so you must possess excellent communication, consulting, and probing skills to manage client expectations. Our applications are used by Deloitte's Global Employer Services member firms and clients, so strong client service and the ability to deliver on time in a dynamic team environment are essential. The candidate will receive training on existing as well as next-generation tools.
Key responsibilities:
- Own assigned production issues end to end - diagnosis, resolution, validation, stakeholder communication, and closure across the compensation and payroll vertical, working with Tier 1 personnel on escalations.
- Backend for Frontend (BFF) API, relational database, Kafka topics, Boomi integrations, Pega workflow, and reporting to isolate where a transaction broke.
- Support the investigation and controlled reprocessing of event failures, including reviewing dead-letter queue messages and following approved recovery procedures.
- Investigate and validate application data across Aurora PostgreSQL, Oracle, and comparable relational databases using SQL - querying, reconciling, and correcting under change control.
- Troubleshoot APIs and integrations - REST/BFF APIs, web services, Boomi HRIS inbound and client outbound flows, and cli ent API-gateway access - interpreting request/response payloads and determining whether an issue originates in source data, the API call, authentication/authorization (AVP/Cognito), transformation logic, the destination system, workflow, or the database.
- service-level agreement (SLA) timers, and follow the Pega-to-Kafka integration bridge when a case event does not propagate.
- Manage incidents, defects, changes, and work items through their full lifecycle in ServiceNow and Azure DevOps.
- Support release readiness - perform unit and system-level testing, validate deployments through Azure DevOps pipelines, and provide post-release stabilization and production monitoring.
- To assist with diagnosis of errors, latency, and transaction failures.
- Deliver reporting and operational insight - work with business owners to define information needs and build/maintain Bold Reports (and SSRS where applicable) and dashboards; use platform operational dashboards and event data to surface recurring issues, emerging risks, and service-improvement opportunities.
- Perform root-cause analysis and recommend corrective and preventive actions rather than short-term workarounds.
- Improve supportability and automation - enhance logging, monitoring, diagnostics, runbooks, and knowledge articles; identify repetitive support activities as automation candidates; and use AI-assisted tooling to accelerate diagnosis and resolution.
- Act as a liaison between business and technology using AGILE methodologies - translating business requirements into functional specifications and test plans and ensuring they are fulfilled.
- Consistently meet client expectations and project deadlines, and provide logical, lasting solutions.
Location: Hyderabad Key skills desired We do not expect prior experience with every technology in the platform section above. We expect the transferable skills below and the ability to apply them to the platform stack.
- Production support experience with enterprise applications, digital products, or workflow solutions, including end-to-end incident ownership — investigation, resolution, validation, communication, closure, and root-cause / problem management.
- Strong SQL and relational-database skills (querying, validating, reconciling, correcting data) on at least one enterprise platform, with the adaptability to work across the platform's data stores.
- Cross-layer troubleshooting: isolating whether an issue sits in the UI, application/API, data, integration, workflow, or reporting layer.
- Working knowledge of APIs and system integrations — reading payloads and diagnosing interface, authentication, and data-validation errors across the kinds of API and integration flows this platform uses.
- Comfort operating within ITSM and continuous integration and continuous delivery (CI/CD) tools to manage incidents, defects, changes, releases, and operational reporting.
- Testing, defect management, release validation, and post-production stabilization.
- Ability to build and maintain reports and dashboards using an enterprise BI/reporting tool.
- Clear communication with technical and non-technical stakeholders; fluent English; effective in a diverse, virtual team at all levels.
- Independent judgment under ambiguity, managing competing priorities and peak-period pressure, with strong attention to quality, data integrity, documentation, and client service.
- Familiarity with event-driven/message-based systems and the ability to troubleshoot them - Kafka (AWS MSK) topics, consumer groups, dead-letter queues, and message replay concepts.
- Exposure to cloud-hosted applications on AWS (containerized/EKS services, managed databases, managed messaging) or a comparable cloud platform, and awareness of operational considerations (access control, secure data handling, monitoring, logging, availability, service continuity).
- Familiarity with integration/iPaaS tooling (e.g., Boomi) and human resources information system (HRIS) data exchange (Workday, SAP, Oracle HCM) or comparable enterprise integrations.
- Exposure to workflow/case-management platforms (Pega or comparable) in a support context.
- Familiarity with CI/CD, application monitoring/observability (OpenTelemetry, Application Insights), logging, and operational-readiness practices.
- Experience supporting compensation, payroll, tax, or global mobility solutions.
- Experience with Power BI, Qlik Sense or other analytics/visualization tools in addition to Bold Reports/SQL Server Reporting Services (SSRS).
- Experience identifying or implementing automation for repetitive support tasks (PowerShell/Python scripting, Power Automate, or comparable).
- Familiarity with AI-assisted support/diagnostic tools and knowledge-management solutions, and an understanding of how AI can improve support operations and user experience.
- Exposure to secure data handling, privacy, access controls, or regulated environments (e.g., General Data Protection Regulation (GDPR), regional data residency, secure file transfer, policy-based authorization).
- Experience supporting database or application migration and modernization initiatives.
- Familiarity with PL/SQL
- Deloitte-specific production-support procedures, escalation paths, and operational controls.
- The platform architecture and Compensation & Payroll business processes.
- Compensation & Payroll client onboarding, migration, and transition processes.
- Azure DevOps delivery processes, ServiceNow operational workflows, and release-management practices used within GESTC.
- Platform-specific integrations, workflow operations, and reporting solutions.
- Event-driven processing concepts as implemented within the GA ecosystem.
- Internal monitoring, observability, reporting, and support tooling.
- Deloitte-specific security, privacy, access-management, and client-data handling procedures.
- Cross-vertical platform knowledge that enables future expansion into other GES technology domains.