USI-EH27-Consulting-AI&E-HCI-ServiceDesk- Operations Sr. Associate

Artificial Intelligence & Engineering #Dscreenz2026 Join our AI & Engineering team in transforming technology platforms, driving innovation, and helping make a significant impact on our clients achievements. You’ll work alongside talented professionals reimagining and re-engineering operations and processes that are critical to business. Your contributions help Deloitte client service teams improve financial performance, accelerate new digital ventures, and fuel growth through innovation. Work you'll do As an Operations Senior Associate on the Hybrid Cloud Infrastructure team, you will be responsible for: Participate in work planning, escalation management, and reporting activities. Provide day-to-day technical guidance and oversight to junior professionals. Execute high-volume, high-complexity support activities under general supervision and make decisions based on established guidelines, training, and prior experience. Deliver end-to-end customer support through phone, chat, email, web forms, and ticketing channels, including support for stakeholders across global regions. Track and maintain service requests in accordance with client or organizational standards, prepare reporting for leadership, support service-level agreement performance, and identify process improvement opportunities, including Information Technology Infrastructure Library (ITIL) problem management and quality assurance activities. The team At Hybrid Cloud Infrastructure we deliver solutions spanning Hybrid Cloud, Advanced Connectivity, AI Data Centers, High-Performance Computing, and AI Infrastructure to help clients achieve their desired outcomes. Our offerings include engineered transformation services for hybrid cloud infrastructure and platforms, prioritizing resiliency, optimization, and extensive automation. We integrate advanced connectivity with AI infrastructure and enterprise networks to boost operational efficiency and enable real-time data processing. Additionally, we provide comprehensive management of all facets of operations for hybrid cloud infrastructure and field operations. Location: Hyderabad/Chennai Shift Timings: 11 AM to 8 PM, 2 PM to 11 PM, 6 PM to 3 AM Qualifications Required : 5-7 years of experience in customer support and project management Experience providing customer support through phone, chat, email, and web ticketing channels Experience using at least 1 information technology service management tool, such as ServiceNow or Jira Proficiency in Microsoft Outlook, Excel, Word, and PowerPoint Bachelor’s degree in Science, Bachelor of Science in Information Technology (B.Sc.-IT), Bachelor of Computer Applications (BCA), or another non-engineering discipline Ability to work assigned shifts, including evening and night shifts, based on business requirements Preferred : Information technology service management certification Experience supporting customers across the Americas, Europe, Middle East, and Africa (EMEA), or Asia-Pacific (APAC) Experience documenting resolutions in a knowledge base Experience identifying process improvement or automation opportunities