Deloitte Hiring for Technical Specialist – Windows Server Administration (TOC)- AM at Hyderabad, Telangana Full Time

Full Job Description
Position Summary
Technology Operations Center (TOC)
The Technology Operations Center (TOC) optimizes business outcomes by providing the best, first line of defense, 24 hours a day, 7 days a week, 365 days a year. These outcomes equate to maximized service availability and reliability. TOC is the nerve center comprised of smart people with the right competencies and empowerment to act fast and avert problems before they impact the business.

Job Description

The primary objective of the Assistant Manager role serves as one of the key leaders at the Technology Operations Center (TOC) in India. Responsible for managing operations during the shift and providing key inputs into overall collaboration strategy with a focus on TOC Operations, optimizing business outcomes, maximizing service availability and reliability. Also, responsible for serving as a point of contact for escalations. Provides leadership, counseling, and guidance for Analysts, Senior Analysts, and Incident Managers. Interfaces with various technology delivery groups across Deloitte including other specific technology teams, external technology vendors, Technology Supportvices. The Assistant Manager leads on preemptive operations.

Illustrative Duties and Responsibilities

1. Lead a team of 5-7 which includes Performance Management, Rewards and Recognition, Coaching and Career Development while driving metrics and KPIs.

2. Ensures day to day work allocation and Shift Supervision.

3. Onboarding New Network services to TOC and support during the process.

4. Exercises considerable latitude in determining objectives and approaches to critical assignments with the broadest of direction from team leadership.

5. Accountable for timely and accurate TOC communications and reports.

6. Ensure the team is trained on effectively delivering TOC Core Service Offerings.

7. Responsible for leading special or large-scale collaboration projects by coordinating, overseeing, organizing efforts, and collaborating with various teams.

8. Leads effort for evaluating new products.

9. Leads efforts to rapidly and rationally determine probable cause and execute established fail-over options and protocols. While simultaneously briefing senior members of the team on situation and actions taken. Attend any subsequent Operations Command Center meetings and provide updates of root cause analysis and final resolution.

10. In the event of failure of service, or sub-optimal collaborative experience, during a live event, leads the real time analysis of multiple national and global end-points in order assess the business impact.

11. Plays the role of day-to-day incident manager, and ensures Priority 1 and Priority 2 incidents are addressed with urgency

12. Streamline, standardize and improve support process through automation and scripting via CSI

13. Ensure that overall TOC SLAs are monitored and reported on and responsible for defining a corrective action plan.

14. Be the Major Incidence Call coordinator / Major Incident leader and adhere to Major Incidence Response communication process in the absence of a TOC Incident Manager.

15. Drive the Creation of Knowledge documents, Technical SOPs, Service Management queues, AID and support documents. Support on Boarding of new applications for support readiness.

16. Working closely with managers and operations engineers to ensure the success of daily operations.

17. Ensures that relevant information is provided to Problem Management for effective root-cause analysis. Also, participates in post-mortem activities and report generation.

18. Refer knowledge base and Known Error Database to provide resolution and gain FCR.

19. Lead the reduction of team’s average MTTR.

20. Identify and address day to day continuous improvement activities.

21. Lead multiple technical teams in 24 x 7 operational environments with high uptime requirements. Varied shift schedules will include day or evening hours.

22. Perform miscellaneous job-related duties as assigned by the team manager.

23. Leads the fulfillment of Service Requests.

Operating Systems Windows XP/7, Windows 2003/2008/2012 Server

Networking

TCP/IP, DNS, DHCP, RADIUS, Ethernet, Frame Relay, ISDN, PSTN,

Network Devices

Cisco Routers 1700s/2500s/2600s/3700s, Cisco Switches 1900,

2950, 3550, 3750, 4500, 6500, Knowledge about Nexus 7k, 5k, 2k

Routing Protocols and Technologies RIP v1 & v2, IGRP, EIGRP, OSPF, BGP, MPLS, QoS, VPC, VDC, VSS, OTV, FEX configurations.

Network Security

Checkpoint, Palo Alto Firewalls basics

Network Mgmt. Net cool, Solar Winds NPM, NCM, IP SLA. Orion

Job Specification

Responsible for proactively monitoring and handling problems related to Routers and switches in Datacenters.
Ensure that service delivery takes place based on the Service level agreements.
Ensure that problems and changes are properly documented, support groups notified, and issues resolved to prevent impact to Customer.
Monitor the network traffic and troubleshoot the networks in case of problems.
Responsible for monitoring and configuring changes in the network to ensure the best possible application performance for the end-users.
Monitor & resolve issues of WAN links with MPLS connectivity.
Troubleshoot circuits with local exchange and long-distance carriers.
Escalate calls to vendor/principal whenever required.
Troubleshooting and monitoring the LAN connectivity of the entire Deloitte network.
Troubleshooting basic network issues on-site and escalating problems to the higher level of support, when required.
Responsible for maintaining technical and operational documentation and training materials for installation and configuration activities.
Manage and troubleshoot the complex BGP and OSPF networks.
Monitoring and troubleshooting of Core OSPF configuration over multiple network types.
Manage VLANs, Trunks, Ether channels, and implement VTP, STP on the catalyst, and Nexus switches.
Configuring Catalyst port security and Spanning tree security on 2900, 6500 series Cisco switches.
Good understanding of wireless management systems such as Cisco CPI, and Wireshark.
Responsible for managing Deloitte Member Firms network issues like Packet Loss, BGP down, and Latency issues.
Accountable for Cisco WLC’s and AP’s issues.

Education and Relevant Experience

Bachelor’s Degree and Minimum of 7+ years of directly related experience in Major or Critical Incident Management which includes working knowledge in Technology Operations and IT Service Management functions

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Benefits

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Professional development

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Requisition code: 103243