Deloitte Service Desk Analyst in Orlando, Florida

Deloitte is one of the leading professional services organizations in the United States, specializing in audit, tax, consulting and financial advisory services with clients in more than 20 industries. We provide powerful business solutions to some of the world s most well-known and respected companies, including more than 75 percent of the Fortune 100.At Deloitte, you can have a rewarding career on every level. In addition to challenging and meaningful work, you ll have the chance to give back to your community, make a positive impact on the environment, participate in a range of diversity and inclusion initiatives, and find the support, coaching, and training it takes to advance your career. Our commitment to individual choice lets you customize aspects of your career path, your educational opportunities and your benefits. And our culture of innovation means your ideas on how to improve our business and your clients will be heard.Service Desk AnalystCloud is shifting business models at our clients, and transforming the way technology enables business. As our clients embark on this transformational journey to cloud, they are looking for trusted partners who can help them navigate through this journey. Our client s journey spans across cloud strategy to implementation, migration of legacy applications to supporting operations of a cloud ecosystem and everything in between. Deloitte s Cloud Delivery Center supports our client project teams in this journey by delivering these new solutions by which IT services are obtained, used, and managed. If you are passionate about technology, and you like to innovate on leading edge cloud technologies like Amazon Web Services Deloitte s Cloud Delivery Center is the place for you.At our Orlando, Florida delivery center you will be working with other technologists to deliver cutting edge solutions using Amazon Web Services (AWS), programming and automation tools for some of our Fortune 1000 clients. You will have the opportunity to contribute to work that may involve building a new cloud solutions, migrating an application to co-exist in the hybrid cloud, deploying a global cloud application across multiple countries or supporting enterprises set of cloud managed services. Our teams of technologists have a diverse range of skillsand we are always looking for new ways to innovate and help our clients succeed. You will have an opportunity to leverage the skills you already have, try new technologies and develop skills that will improve your brand and career as a well-rounded cutting-edge technologist. Deloitte s Cloud Delivery CenterDeloitte Cloud Delivery Center delivers services for our clients from Orlando, Florida. It comprises of a next-generation secure cloud-hosting platform on AWS, high quality AWS architectural design, development, migration, deployment and managed services delivered to clients across all industries and geographies. We have dedicated teams who can lead the design of the right solution that integrates seamlessly into the cloud, with on-premise applications or in a hybrid cloud ecosystem. As a key member of our team, we are looking for driven individuals that love technology whether its programming applications, building cloud infrastructure architecture, automation or datacenter operational excellence. If you like to figure out how to make the new technologies work in a corporate environment, then our team might be a fit for you. Teamwork is crucial as teams are composed of a diverse group of specialists across multiple disciplines, from both within our delivery practice and from our clients, helping drive towards a successful outcome. Our practitioners are expected to own and deliver solutions from end-to-end. Work you ll doAs aService Desk Analyst, you will support AWS cloud services including hosting, disaster recovery, backups, application monitoring, archiving, data repository, and remote operations services. Additionally, you will play a key role in the incident management, problem management, configuration management, and change management processes for all cloud services. On a day-to-day basis you will be responsible for:Resolving cloud solutions related customer issues based on SLA s, application, infrastructure or security related problemsTroubleshooting network, compute, application issues related to AWS servicesTesting fixes and documenting resolution for ticketsMonitoring application environments over multiple regions or availability zonesProviding snapshots of volumes, moving data from one location to another, or restoring data based on user request Setting up routine archival backup for applications and databasesProviding daily, weekly and monthly metrics driven status reports to leadershipHandling provisioning requests for storage, compute or networks based on client or internal team requestsManaging Identify Access Management groups and users based on defined parametersSetting up and monitoring metrics for application performance and infrastructure utilizationPerforming virtual machine, application and OS security patch updates You will be the first line of support for our client, project and internal teams to resolve service related issues. This role will require you to develop trust through transparency, accountability, and credible action. Your role will interface with every function of the delivery center - building your skills and knowledge on cloud architecture, development and support services.QualificationsRequirements Ownership and responsibility for all IT Support Management Services issues to ensure a high degree of customer satisfactionFoundational understanding of AWS services, application architectures and databases Experience supporting service Level Agreements (SLAs) and ongoing management of service level compliance such as working with recovery point objective (RPO) and recovery time objective (RTO) to support customers Act as the primary liaison to clients and leadership for all AWS related issues Maintaining a positive attitude while trouble shooting multiple issues and collaborating with multi-functional teamsProactively monitor dashboards and program statuses to provide operational awareness to customersExperience handling multiple issues and incidents at one time and responding to them in a timely manner and tracking to resolutionSome hands-on experience working with cloud-based technology such as AWS (or other)Collaborate effectively with dispersed cross-organizational support desks staffHome office location will be in Orlando, FL PreferredOperational data center experienceITIL certification or good working knowledge of ITIL V3 processesKnowledge of Linux, CLI and Windows serverFamiliarity with enterprise ITSM tools (BMC Remedy, Service Now, Siebel, etc.)Expertise migrating, consolidating or modernizing enterprise IT help desk organizationsAWS certification How you ll growAt Deloitte, our professional development plan focuses on helping people at every level of their career to identify and use their strengths to do their best work every day. As a technologist, your career path will be based where you want to develop and focus your expertise. At each level we have certifications and training courses available to learn new technologies or increase your expertise on existing skills. So whether you want learn more about machine learning and big data or increase your certification from associate to professional architect we have a plan for you. As we grow beyond AWS, you will have the flexibility to select from a group of technologies, that are relevant in the market, to develop deep expertise in. Each career path will have a foundational set of skills focused around strategy, architecture, development and operations. We believe technologist learn by doing, therefore we will have sandbox environments where you can try new things and put your learnings into practice. For example, if you take a course on Big Data architecture, we provide you the opportunity to build what you learned and apply it to multiple industry use cases. That s how you will grow, learn and advance your career. Explore Deloitte University, The Leadership Center. BenefitsAt 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. Deloitte s cultureOur positive and supportive culture encourages our people to do their best work every day. We celebrate diversity of our individuals by recognizing their uniqueness and offering them the flexibility to make daily choices that can help them to be healthy, centered, confident, and aware. We offer well-being programs and are continuously looking for new ways to maintain a culture where our people excel and lead healthy, happy lives. Learn more about Life at Deloitte. Corporate citizenshipDeloitte is led by a purpose: to make an impact that matters. This purpose defines who we are and extends to relationships with our clients, our people and our communities. We believe that business has the power to inspire and transform. We focus on education, giving, skill-based volunteerism, and leadership to help drive positive social impact in our communities. Learn more about Deloitte s impact on the world.

About Deloitte

As used in this document, Deloitte means Deloitte LLP and its subsidiaries. Please see www.deloitte.com/us/about for a detailed description of the legal structure of Deloitte LLP and its subsidiaries. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability or protected veteran status, or any other legally protected basis, in accordance with applicable law.

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Category: Management Consulting