Job Title:  EA - DEC - Deputy Manager - Product Support

The team

The Digital Excellence Centre is responsible for building products and platforms for Deloitte India that focuses on providing extraordinary customer experience by putting design thinking with trailblazing technology in the center of what they do. The diverse team consists of subject matter experts, technology specialists, quality engineers, user experience researchers & designers, data scientists and product managers. 

Your work profile

The ideal candidate will bring over 10 years of IT development experience, with at least 3 years of hands-on experience in application support. They should possess a strong techno-functional profile, with a deep understanding of support workflows, issue prioritisation, and delivery timelines. The candidate must be adept at leading and managing a team to deliver high-quality, timely resolutions while maintaining service excellence.

Your Prime Responsibilities

• Lead and mentor a team of support engineers and specialists in resolving complex technical and functional issues.
• Serve as the primary point of contact (SPOC) for escalated incidents, coordinating cross-functional responses to ensure the timely resolution of critical issues.
• Monitor and manage incoming ticket volume, ensuring optimal workload distribution and efficient response times.
• Effectively manage and escalate issues across support tiers, ensuring seamless handoffs and resolution tracking.
• Develop and implement scalable support strategies aligned with the product vision and business objectives.
• Lead root cause analysis (RCA) for high-priority and critical support tickets, creating actionable insights and preventive measures.
• Articulate technical and functional issues clearly and concisely to both technical and non-technical stakeholders.
• Gather and analyse feedback from internal and external stakeholders to identify pain points and drive continuous improvement.
• Collaborate with senior leadership to design support roadmaps and onboarding plans for new products under the support function.
• Define key support metrics (e.g., resolution time, SLA compliance, customer satisfaction) and drive performance improvement.
• Ensure adherence to strict SLAs and service-level commitments across all support activities.
• Deliver comprehensive, regular reports (daily, weekly, monthly) on support ticket trends, bug status, and resolution performance to stakeholders.
• Prioritise the support backlog based on business impact, severity, and urgency to ensure timely, high-quality delivery.
• Partner closely with Delivery Managers, Product Managers, Product Owners, Tech/Solution Architects, and Development & Design teams to assess, prioritise, and resolve support issues efficiently.

Key skills required

• 10+ years of overall IT experience
• 3+ years of experience in an application support role
• Excellent communication skills, written and verbal
• Strong analytical and critical thinking abilities, enabling the development of innovative, practical, and sustainable solutions.
• Demonstrated aptitude for understanding customer needs and articulating technical challenges with precision and empathy.
• Experience in the regulatory compliance domain is a strong advantage.