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Deloitte Incident Specialist Manager in Hermitage, Tennessee

Deloitte Services LP includes internal support areas such as Marketing and Communications, Human Resources/Talent, Information Technology, Facilities Management, and Financial Support Services.

Incident Specialist Manager

Are you passionate about technology and interested in joining a community of collaborative colleagues who respectfully and courageously seek to challenge the status quo? If so, read on to learn more about an exciting opportunity with Deloitte s Information Technology Services (ITS). We are insatiably curious and life-long learners focused on technology and innovation.

Work you ll do

Deloitte s Video Networking Operations Center (VNOC) is anindustry-leader in the delivery of visual technologies and collaborationsolutions for all Deloitte practitioners. Globally based, the VNOC is a team ofprofessionals focused on delivering collaborative solutions to thepractitioners of Deloitte and their clients. Delivering in excess of onethousand global collaboration experiences each month, we focus on thetechnology, so the clients can focus on their agendas.

The Incident Specialist Manager position serves as a keyleader in Video Networking Operations Center (VNOC) in the US and India.Responsible for managing incidents and implementing preemptive measures toreduce interruptions to services. Provide key inputs into overall visualcollaboration strategy. Provides leadership, counseling, and guidance forproducers, customer service professionals, and incident specialists. Interfaceswith various groups, which includes, Infrastructure, Engineering, LiveBroadcast Streaming Team, Technology Support Services, and One Team.Additionally, this role works directly with internal and external clients toproduce a positive, high quality experience.

  • Responsible for providing key inputs into the strategy and goals. This requires an in-depth understanding and application of visual technology principles, concepts, practices, and standards.

  • Manage the daily activities for the Incident Specialist Team. This includes establishing baselines, thresholds, monitoring, and preemptive measures to ensure optimal collaborative performance.

  • Owns the overall efforts for building collaborative solutions using the unified communications infrastructure and enterprise infrastructure. This includes, but not limited to the establishment of best practices, continuous process improvement and the integration various technologies for seamless collaboration across the global enterprise

  • 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. 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.Oversees the development of alternative routing scenarios and changes in required sequence of network activities.

  • Manage incident specialist to include coaching, mentoring, and providing quarterly/year-end performance reviews. This includes actively managing both career development discussions and performance issues. Responsible for recognizing and rewarding high performers and managing poor performers.

  • Responsible for defining measures of success or key performance indicators (KPIs) for products, services, and professionals. This includes the creation of executive level analytic dashboards and weekly metrics.

  • Key contributor and responsibility for providing inputs into the yearly budget process. This includes providing projections for headcount, software, hardware, travel, and training.

  • Process owner for fire, natural disaster, and network-down events to ensure continuous operations of visual collaboration services. This includes overseeing the accurate documentation of proper procedures.

  • Responsible for leading special or large-scale projects by coordinating, overseeing, organizing efforts, and collaborating with various teams. This includes determining the appropriate methodologies for projects and deliverables and maintaining project management standards. Failure to achieve results may add to costs and may impact short term goals.

  • Frequently interacts and coordinates with peer managers, Senior Managers, and Partners, Principals, and Managing Directors (PPMDs) involving matters between the visual technologies, the business, and/or clients.

  • Manages efforts for evaluating new products and maintains standards for visual technology and collaborative solutions.

  • Manages efforts to develop documents for training, event analysis, troubleshooting support, network infrastructure, and maintenance procedures.

  • Manages the training of new hires in India and the US.

  • Responsible for working directly with vendors as needed for timely problem resolution

  • Maintains decision-making authority over complex issues of diverse scope

The team

Information Technology Services (ITS) helps power Deloitte s success. ITS is the engine that helps to drive Deloitte, which serves many of the world s largest organizations. We develop and deploy cutting-edge internal and go-to-market solutions that help Deloitte operate effectively and lead in the market. Our reputation is built on a tradition of delivering with excellence.

The 2,200 professionals in ITS deliver services internally including:

  • Cyber security

  • Technology support

  • Technology & Infrastructure

  • Application development and management

  • Relationship management group

  • Strategy

  • Deployment

  • PMO

  • Financials

  • Communications

For more information on ITS, you can visit our dedicated recruitment page at .

Technology & Infrastructure

The Technology and Infrastructure Organization works together to transform how ITS deploys technologies and services to meet the dynamic needs of Deloitte professionals and help increase their productivity.

Category: Information Technology

About Deloitte

As used in this document, Deloitte means Deloitte LLP and its subsidiaries. Please see 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.