Lead Junior Associate Job in Chennai at Deloitte

Deloitte is hiring for the role of Lead Junior Associate!

Responsibilities of the Candidate:

• Perform “Eyes on Glass” monitoring by utilizing monitoring tools (e.g., Dynatrace, Grafana, Azure Monitor, Solarwinds, Datadog, Nagios) to detect anomalies, gather baselines, and create actionable alerts for business-critical applications.
• Serve as an Incident Coordinator, initiate / join major incident bridge calls, escalate tickets as needed, document progress, and participate in post-incident reviews (PIRs). Work closely with L1/L2 infrastructure & application resolver teams.
• Triage and route auto generated tickets as per SOP. Initiate and drive resolution of incidents, ensuring rapid acknowledgement & response and contributing to incident communications and Root Cause Analysis (RCA).
• Develop, maintain, and update a knowledge base and known errors database to improve L1 support and reduce dependency on subject matter experts.
• Identify recurring issues, document SOPs, and provide suggestions to automate monitoring, detection, and remediation, enabling first-line teams to resolve common problems.
• Liaise with internal teams (e.g., DevOps, Operations, Product) and third-party vendors for escalation, SOP development, and incident resolution.
• Track and report Key Performance Indicators (KPIs) such as Mean Time to Detect/Resolve (MTTD/MTTR), tickets worked, change validations, and major incidents avoided to drive continuous improvement.
• Guarantee 24x7x365 coverage, including off-hours and holiday support, work in shift rotations, no hybrid work.

Requirements:

• 18 months to 3 years in IT operations, NOC/SOC, incident management, or application support in a 24/7 environment.
• Bachelor’s degree in Information Technology, Computer Science, or related discipline (or equivalent experience).
• ITIL Foundation Certification or other relevant ITSM/ITIL credentials.
• Experience in on-premise data Center Infrastructure and Cloud or hybrid environments (Azure, GCP, AWS).
• Prior work for large-scale enterprise environments, especially with managed services providers.
• Familiarity with configuration management databases (CMDB) and service coverage/SLAs.
• Ability to develop or maintain automation scripts preferred.