Deloitte - Fresno, CA
posted 5 months ago
We are currently looking for a passionate, innovative, results-oriented candidate with a heart-deep commitment to customer satisfaction. This role requires production support leadership for various lines of business and enterprise applications for custom web solutions and third-party vendor products. The successful candidate will be responsible for maintaining service-level agreement targets at a portfolio level, as well as identifying opportunities for more holistic product improvements as part of operations and maintenance. This position is critical in ensuring that the portfolio maintains minimum service-level agreement targets for end user support by leading and coordinating a technical team while also providing hands-on support. In this role, you will work closely with end users, including Deloitte practitioners and members of Enabling Areas, to resolve production issues in a timely manner, acting as a point of escalation when necessary. You will collaborate with the technical team, business clients, and management to conduct trends analysis, root cause analysis, and provide recommendations for platform enhancements. Additionally, you will lead production troubleshooting and 'War Room' activities, ensuring that deliverables by the team meet quality and process standards. Your responsibilities will also include mentoring production support analysts, instilling a culture of execution, operational excellence, and accountability within the team. You will be expected to seek and capitalize on opportunities to improve productivity, enhance time-to-market, improve solution quality, and increase cost-effectiveness. Anticipating barriers to change and creating opportunities to remove them will be key to your success in this role. You will also be expected to exhibit a high level of professional flexibility and volunteer innovative ideas to improve processes and outcomes.