{"id":4167333,"url":"https://alion.io/job/deloitte-manager-itsm-engineering-platform-development","title":"Manager - ITSM | Engineering | Platform Development","company":{"id":272,"name":"Deloitte","domain":"deloitte.com","url":"https://alion.io/company/deloitte","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Avature","truth_index":{"grade":"A","score":100,"open_postings":12,"ghost_share":0,"stale_share":0,"repost_share":0,"time_to_fill_p50_days":12,"computed_at":"2026-11-12T10:38:37Z"}},"role":"Leadership","role_family":"Leadership","seniority":"staff","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Bengaluru, India"],"countries":["IN"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":10,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Amazon CloudWatch","optional":false},{"name":"Amazon EC2","optional":false},{"name":"Amazon S3","optional":false},{"name":"Ansible","optional":false},{"name":"AWS","optional":false},{"name":"AWS Lambda","optional":false},{"name":"Azure","optional":false},{"name":"Bash","optional":false},{"name":"CAPA","optional":false},{"name":"CI/CD","optional":false},{"name":"CloudFormation","optional":false},{"name":"Docker","optional":false},{"name":"DynamoDB","optional":false},{"name":"GCP","optional":false},{"name":"Grafana","optional":false},{"name":"IAM","optional":false},{"name":"Incident Management","optional":false},{"name":"ITIL","optional":false},{"name":"ITSM","optional":false},{"name":"Jenkins","optional":false},{"name":"Kibana","optional":false},{"name":"Kubernetes","optional":false},{"name":"Linux","optional":false},{"name":"Nagios","optional":false},{"name":"Prometheus","optional":false},{"name":"Python","optional":false},{"name":"Rest API","optional":false},{"name":"SLI/SLO/SLA","optional":false},{"name":"Splunk","optional":false},{"name":"SQL","optional":false},{"name":"Terraform","optional":false}],"status":"live","first_seen_at":"2026-11-12T13:35:30Z","employer_posted_date":null,"last_verified_at":"2026-11-12T13:35:30Z","board_verified":false,"closed_at":null,"days_open":0,"trust":{"level":"not_scored","repost_count":null,"flags":[],"days_open":0},"description":"A Lead Production IM implements and manages secure, scalable, and cost-effective cloud infrastructure on Amazon Web Services.\n\nKey Skills Required:\nCore competencies required - Incident, Problem & Change Management (ITIL)\nDisaster Recovery & High Availability Architecture\nTeam Leadership & People Management\nSite Reliability Engineering & Production Operations\nCloud & Container Platforms (AWS, Kubernetes, Docker)\nMonitoring & Observability (Kibana, Splunk, Grafana, Prometheus, Nagios, Zenduty)\nSLA / SLO / MTTR Governance & Reliability Engineering\nStakeholder & Client Communication\n\nResponsibilities:\nService recovery: Lead response efforts to restore normal operations as fast as possible.\nCommunication hub: Act as the primary contact point between technical teams and business stakeholders during outages.\nBridge coordination: Run war rooms and bridge calls to align cross-functional groups.\nRoot cause analysis: Facilitate post-mortem reviews to find underlying problems and prevent future failures.\nLead and manage 24x7 application and infrastructure support operations for enterprise applications.\nBe responsible for production operations, deployment, build and release, and support across applications and infrastructure.\nOwn and manage the end-to-end lifecycle of incidents (P1-P4) and change, ensuring timely identification, escalation, communication, resolution, and closure.\nIdentify recurring incidents and work with engineering teams to reduce MTTR, incident recurrence, and operational toil.\nPerform impact analysis and prioritization based on business criticality and customer impact.\nDrive root cause analysis (RCA) and post-incident reviews (PIR), ensuring actionable corrective and preventive actions (CAPA) are identified for continuous improvement.\nSupervise the incident and problem lifecycle; ensure effective post-incident reviews, RCA, and continuous improvement.\nProvide L2/L3 level infrastructure and application support, mostly in Linux servers, and investigate RCA while handling escalations from clients and stakeholders depending on issue priority.\nManage a team of SREs and support engineers; conduct performance reviews, mentoring, and ensure SLA/KPI compliance (MTTRs, SLO, automation ratio).\nDrive automation, deployment, and reliability initiatives using Kubernetes, Docker, Jenkins, GCP, and Azure.\nOversee active-active and active-passive data center configurations and routing through SBCs for failover scenarios.\nBe actively involved in active-active and active-passive DR failover.\nSpearhead process improvements in incident management, RCA analysis, and capacity planning, enhancing uptime and service resilience.\nUse ELK, Grafana, and CloudWatch tools extensively for log monitoring and analysis to troubleshoot day-to-day production issues, and use Kibana dashboards to analyze data with respect to customer, data center, and application.\nDemonstrate hands-on experience in Kibana dashboards, Grafana monitoring, Apigee API checks, and cloud resource optimization.\nHave experience with the containerization tool Docker, writing Dockerfiles for creating Docker images and containers in different environments.\nUse Kubernetes to orchestrate deployment and Apptio to scale up, scale down, and manage Kubernetes pods.\nShow a proven track record in leading L2/L3 production support, driving incident management, RCA, and automation initiatives while ensuring high availability, compliance, and SLA adherence for enterprise customers.\nHave exposure to supporting REST API applications and tasks like GET, POST, PUT, and clear cache as part of pre/post deployment and support processes.\nExecute, write, and modify complex DML and DDL SQL queries as required to solve day-to-day application and production-related issues.\nMonitor customer satisfaction metrics (CSAT/NPS) and implement continuous improvement plans to address recurring issues.\n\nRequired Hands-on Technical Skills:\nAWS services: Understanding and experience in EC2, S3, RDS, Lambda, VPC, DynamoDB, and IAM.\nCloud architecture: Knowledge of design patterns (microservices, serverless), high availability, scalability, and disaster recovery.\nDevOps and tools: Experience with Docker, Kubernetes, CI/CD pipelines, and automation scripting (Python, Bash).\nNetworking: Deep knowledge of networking, VPCs, load balancing, and databases (SQL/NoSQL).\nSecurity: Implementing security best practices, including IAM, encryption, and network segmentation.\nObservability: Monitoring system performance, troubleshooting issues, and managing cost optimization strategies with tools like Grafana, CloudWatch, ELK, and Site247.\nInfrastructure as code (IaC): Experience in Terraform, Ansible, or AWS CloudFormation.\nExperience: 10-15+ years in IT, with 8+ years specialized in enterprise production systems management and cloud architecture.\nCertification: ITIL certified preferred.\nAWS Certified Solutions Architect - Associate or Professional is highly preferred.\n\nGood to have:\nBanking and finance domain working experience, specifically on cards and payments, mobile apps, and cloud-native solutions, would be useful.\nSkills\nAWS, Amazon Web Services, Docker, ITIL, ITSM, Kubernetes","description_format":"text","description_chars":5172,"description_truncated":false,"requirements":{"experience_years_min":10,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Audit & Assurance Firms","Financial Advisory, Valuation & Restructuring","Management Consulting","Tax Advisory & Preparation"],"lifecycle":[{"event":"open","at":"2026-11-12T13:35:30Z"}],"visa":[],"liveness":{"score":86,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.86,"p_room":1,"age_days":0,"expected_fill_days":12,"reasons":["seen:0","win:early","comp:brand"],"computed_at":"2026-11-12T14:49:41Z"},"pay":null,"html_url":"https://alion.io/job/deloitte-manager-itsm-engineering-platform-development","json_url":"https://alion.io/job/deloitte-manager-itsm-engineering-platform-development.json","meta":{"generated_at":"2026-11-12T14:49:41Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":30846,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-13T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.1,"usd":0.01,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":272},"rest":"https://alion.io/mcp/rest/get_company?id=272"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fdeloitte-manager-itsm-engineering-platform-development"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":2,"usd":0.2},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fdeloitte-manager-itsm-engineering-platform-development"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.1,"usd":0.01},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fdeloitte-manager-itsm-engineering-platform-development"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/deloitte-manager-itsm-engineering-platform-development\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fdeloitte-manager-itsm-engineering-platform-development"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":4167333}},{"tool":"search_jobs","arguments":{"company":"deloitte.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":4167333},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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