Work you’ll do
We are currently looking for a passionate, innovative, results-oriented candidate with heart-deep commitment to customer satisfaction. This role requires production support leadership for various lines of business and enterprise applications for custom web solutions and third-party vendor products. Responsible for maintaining service-level agreement targets at a portfolio level, as well as identifying opportunities for more holistic product improvements as part of operations and maintenance.
Recruiting for this role ends on August 30th,2024
Responsibilities
- Ensure the portfolio maintains minimum set service-level agreement targets for end user support by leading and coordinating a technical team as well as providing hands-on support
- Working with end users (Deloitte practitioners and members of Enabling Areas) to resolve production issues in a timely manner, and as a point of escalation
- Collaboration with technical team, business clients, and management regarding trends analysis, root cause analysis, and recommendations for platform enhancements
- Working closely with our Web/Infrastructure Technology teams for troubleshooting and delivery
- Leading production troubleshooting and ‘War Room’ Activities.
- Leading root cause analysis and overseeing technical solutions from ideation through to the live production environment
- Ensuring that deliverables by the team meet quality and process standards
- Responsible for walking non-technical team members through technical issues including root cause, steps to reproduce, and impact of a hotfix on the rest of the platform
- Instilling a culture of execution, operational excellence, and accountability.
- Seeking and capitalizing on opportunities to improve productivity, improving time-to-market, improving solutions quality, and improving cost effectiveness.
- Anticipating barriers to change and creating opportunities to remove them.
- Instilling a culture that is based on knowledge sharing and learning from best practices.
- Exhibiting high level of professional flexibility and volunteering innovation and new ideas.
- Mentoring production support analysts
The team
Information Technology Services (ITS) helps power Deloitte’s success. ITS is the engine that helps to drive Deloitte, which serves many of the world’s largest organizations. We develop and deploy cutting-edge internal and go-to-market solutions that help Deloitte operate effectively and lead in the market. Our reputation is built on a tradition of delivering with excellence.
The ~2,200 professionals in ITS deliver services internally including:
- Cyber security
- Technology support
- Technology & Infrastructure
- Application development and management
- Relationship management group
- Strategy
- Deployment
- PMO
- Financials
- Communications
For more information on ITS, you can visit our dedicated recruitment page at https://usrecruiting.deloitte.com/-its-recruiting-for-experienced-hires.
Product Engineering
Product Engineering is the internal software and applications development team responsible for delivering leading-edge technologies to Deloitte professionals. Their broad portfolio includes web and mobile productivity tools that empower our people to log expenses, enter timesheets, book travel and more, anywhere, anytime. Product Engineering enables our client service professionals through a comprehensive suite of applications across the business lines. In addition to application delivery, Product Engineering offers full-scale design services, a robust mobile portfolio, cutting-edge analytics, and innovative custom development.
Qualifications
Required Qualifications:
- A Bachelor’s degree in Computer Science or related information technology or equivalent work experience required.
- 5+ years hands-on experience in Object-Oriented Design (OOD), Unified Modeling Language (UML), stateless distributed architectures, especially within .Net, HTML5/CSS3, and WCF technologies; 3+ of those years working in a product support role directly interacting with end users for day to day operations required.
- Knowledge of Service-Oriented Architecture (SOA), its principles, and patterns.
- Clear communications skills, both written and verbal
- Professionalism during high-pressure situations
- Flexibility for change in a highly-evolving atmosphere
- Experience with developing and architecture of software platforms, products
- Experience with the following Technologies/Methodologies:
- Strong knowledge and understanding of .NET Framework development techniques
- Working knowledge of web-based technologies; HTTP, AJAX, Angular, HTML5, JavaScript/jQuery and CSS3
- Microsoft .Net, WCF and complementary business layer and front-end technologies.
- Microsoft SQL Server and other most common backend Microsoft technologies.
- Ability to travel up to 10%
- Must be legally authorized to work in the United States without the need for employer sponsorship, now or at any time in the future
Preferred Qualifications
- Experience with the following Technologies/Methodologies preferred:
- Experience working with MongoDB
- Microsoft SharePoint development technologies
- Hands on experience working with MSMQ and SQL Server Service Broker
- Agile development environment
- Excellent communication, presentation, influencing, and reasoning skills to earn support of business leaders, technology leaders, colleagues, and vendor representatives.
- Experience with Microsoft framework, with knowledge of technical design patterns and anti-patterns.
- Capable of building sustainable relationships with colleagues and key individuals.
- Creativity and ability to think outside-the-box while defining sound and practical solutions.
- Desire to take the initiative, moving ideas and initiatives forward with clarity.
- Experience Working with SAFe, Scrum or Agile development processes.
- Exposure to Cloud platform (AWS/Azure/Google) architecture and development
The wage range for this role takes into account the wide range of factors that are considered in making compensation decisions including but not limited to skill sets; experience and training; licensure and certifications; and other business and organizational needs. The disclosed range estimate has not been adjusted for the applicable geographic differential associated with the location at which the position may be filled. At Deloitte, it is not typical for an individual to be hired at or near the top of the range for their role and compensation decisions are dependent on the facts and circumstances of each case. A reasonable estimate of the current range is $107,700 to $198,400.
You may also be eligible to participate in a discretionary annual incentive program, subject to the rules governing the program, whereby an award, if any, depends on various factors, including, without limitation, individual and organizational performance.
Information for applicants with a need for accommodation: https://www2.deloitte.com/us/en/pages/careers/articles/join-deloitte-assistance-for-disabled-applicants.html
#EA_ExpHire
#EA_ITS_ExpHire
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.
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 diverse, equitable, and 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 client most complex challenges. This makes Deloitte one of the most rewarding places to work. Learn more about our inclusive culture.
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.