Assistant Manager/Manager | Information Technology | Digital Applications
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Key skills for this role
About the Role
Deloitte seeks an Assistant Manager/Manager for Digital Applications to provide first-line support for Microsoft Dynamics 365, manage tickets in ServiceNow, and coordinate with support teams via Azure DevOps.
Key Skills for This Role
Responsibilities
- Provide first line support for D365 application (intake and ticket management in ServiceNow)
- Validate user tickets, issues, and requirements to ensure completeness and resolve first level issues
- Escalate ServiceNow tickets to Deloitte India D365 support team via Azure DevOps when needed
- Monitor and govern D365 tickets to ensure resolution per priority and within SLAs
- Capture recurring issues and business context to improve application quality and user experience
- Periodically review user access and license utilization
- Review and approve releases/code deployments via Azure DevOps
- Support internal and external audit requirements for D365 application
- Engage and interact with Deloitte Finance teams to expedite issue resolution
Requirements
- Bachelor's or master's degree (B.E./B.Tech./MCA) or equivalent
- 8 years of experience in application development and support
- Expertise with Microsoft Dynamics 365 (Finance & Operations, Project Management, Time & Expense Management, Payroll)
- Good knowledge of Azure DevOps (code deployment, branching, pipelining, review and approval)
- Working experience of D365 reports, integrations & APIs
- Working experience of D365 user accesses and license requirements
- Excellent analytical and troubleshooting skills
- Effective communication and customer service skills
Full Job Posting
About Deloitte
- Deloitte is one of the largest and most prestigious professional services firms in the world.
- Received awards including Best Employer in the Middle East, Best Consulting Firm, and Middle East Training & Development Excellence Award.
Our Purpose
- Deloitte makes an impact that matters for clients, people, and society.
- Serves clients distinctively with innovative insights, solving complex challenges and unlocking sustainable growth.
During Your Tenure As a Manager/Assistant Manager – Information Technology – Dig
- Provide first line support for D365 application (intake and ticket management in ServiceNow, including request logging, triage, and user communication).
- Validation of user tickets, issues, requirements to ensure completeness, confirms severity, and resolve issues that can be handled at first level.
- Escalate ServiceNow tickets to Deloitte India D365 support team via Azure DevOps when second level investigation or engineering action is required.
- Continuous monitoring and governance of D365 tickets to ensure resolution as per priority and within SLAs.
- Capture recurring issues and business context to improve the overall application quality and user experience.
- Upskilling on existing resources.
- Periodic review of user access and license utilization.
- Review and approval of releases / code deployments via Azure DevOps.
- Support internal, external audit related requirements for D365 application.
- Responsible for engaging and interacting with the Deloitte Finance teams and extended organization with a focus on expediting issues resolution.
Qualifications
- Bachelors / master’s degree (B.E./ B.Tech./ MCA) or equivalent.
- 8 Years of experience in Application development and support experience.
- Expertise with Microsoft Dynamics 365 (D365) application with modules: Finance & Operations, Project Management, Time & Expense Management, Payroll processing.
- Good knowledge of Azure DevOps – code deployment, branching, pipelining, review and approval of deployment requests etc.
- Working experience of D365 reports, integrations & APIs.
- Working experience of D365 user accesses and license requirements.
- Excellent analytical and troubleshooting skills to diagnose application issues.
- Working experience with Microsoft GP (Great Plains) will be an advantage.
- Awareness and capability of appropriate communications with multiple teams.
- Will utilize effective communications with patience and customer service skills in situations with impatient users.
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