Job Title:  EA - Information Technology - Assistant Manager - Site IT operations - Mumbai

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