Client Support Manager- Deloitte Consulting Products & Solutions

Products and Solutions Tech Support Manager

Job Location: Atlanta, GA

About Deloitte Consulting’s Products & Solutions Practice and the iLab

Deloitte Consulting’s Products and Solutions (P&S) practice is an organization within Deloitte Consulting whose goal is to build an environment and culture of continuous innovation to drive profitable revenue through the identification and incubation of breakthrough ideas in IP assets based businesses and markets.

The iLab, short for Innovation Lab, is the leading edge, product development center for Deloitte Consulting LLP’s Products & Solutions practice that houses prototyping, development and maintenance capabilities for a product portfolio that spans multiple software technologies including wearables, machine learning, advanced analytics, social/mobile, and more. Our iLab team is responsible for designing and developing innovative products that not only augment our leading services practice, but strike at the heart of our clients’ business needs.

Are you looking for an organization with startup spirit or enterprise strength? Now you can have both! We are looking for talented individuals with an innovative mindset and technical skillset to join our growing team.

Work You’ll Do:

The Tech Support Manager plays a key role interfacing directly with clients and internal technical delivery and product teams to ensure successful project outcomes and ongoing client satisfaction. As a Support Manager, you will be responsible for first- and second-tier support for clients; regular communication with client and internal teams; software installations; timely problem resolution and maintaining healthy client relationships. Your experience and skills in technical troubleshooting and problem resolution, client-facing interactions, ability to work effectively with engineers and product managers, along with excellent communication and decision-making skills will be critical to the success of this role. Responsibilities include:

  • First- and second-tier support for our various products
  • Interaction with clients and various internal engineering teams to drive problems to resolution quickly
  • Diagnose, solve and provide root cause analysis for application errors, data problems, and/or network issues
  • Manage remote software installations and upgrades
  • Manage a small team of support personnel across global geographies
  • Maintain knowledge base of support and troubleshooting procedures
  • Ability to deploy and support applications on various platforms and environments
  • Build and maintain successful client relationships
  • Deep sense of ownership and commitment

Requirements:

  • Bachelor’s degree, preferably in computer science or technical discipline
  • 5-10 years of experience in a tech support role or a similar position
  • Hands on experience working with databases, web servers, applications servers, and 3rd party software packages
  • Windows and linux system administrative experience
  • Experience with documentation preparation and/or development of training material
  • Familiarity with several and a willingness to develop skills in the following:

o Troubleshooting Apache and Tomcat servers

o Troubleshooting database issues in SQL server, Oracle, MySQL

o JAVA based web applications experience a plus

o Web Service and SOA applications

o SAP Business Objects, Qlikview, and Tableau

o ETL tools (Informatica)

o Batch automation tools

  • Able to support multiple projects/technologies simultaneously
  • Excellent written and verbal communication skills
  • Comfortable with a dynamic, fast paced work environment

#LI:TAX

Requisition code: E17ATLCMGRJD022-PS-C


See Inside the Office of Deloitte

One of the largest professional services organizations in the U.S., Deloitte delivers innovative solutions to the complex business problems facing companies around the world. Deloitte offers rewarding careers in four businesses—audit, tax, consulting, and financial advisory. Widely recognized for its inclusion initiatives, Deloitte is committed to building a workplace environment that allows people from all generations, ethnicities, and cultures to be their authentic selves.


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