Job Description
Location: Mumbai
Designation: Consultant
Your potential, unleashed.
India s impact on the global economy has increased at an exponential rate and Deloitte presents an opportunity to unleash and realize your potential amongst cutting edge leaders, and organizations shaping the future of the region, and indeed, the world beyond.
At Deloitte, your whole self to work, every day. Combine that with our drive to propel with purpose and you have the perfect playground to collaborate, innovate, grow, and make an impact that matters.
Your work profile:
The L1.5 Support Analyst will act as a bridge between Level 1 and Level 2 support teams, focusing on SOP-related queries, issue resolution, and process adherence. This role involves handling escalated tickets from L1, performing root cause analysis, and ensuring SOPs are correctly followed and updated based on operational feedback.
Key Responsibilities:
Handle escalated SOP-related issues from L1 support and resolve or route to L2 as needed.
Review and validate SOP adherence across operational teams.
Maintain and update SOP documentation based on feedback and process changes.
Provide training and guidance to L1 support teams on SOP compliance.
Collaborate with process owners to ensure SOPs are aligned with business requirements.
Monitor ticket trends and suggest improvements to SOPs or workflows.
Participate in audits and compliance checks related to SOP execution.
Ensure timely resolution of issues within defined SLAs.
Location and way of working:
Base location: Bangalore, Mumbai, Delhi, Pune, Hyderabad
This profile involves occasional travelling to client locations.
Hybrid is our default way of working. Each domain has customized the hybrid approach to their unique needs.
Required Skills & Qualifications:
Bachelor s degree in IT, Business Administration, or related field.
2 4 years of experience in support operations or process management.
Strong understanding of SOP frameworks and ITSM tools (e.g., ServiceNow, Jira).
Excellent communication and documentation skills.
Analytical mindset with problem-solving abilities.
Ability to work collaboratively across teams and functions.
Connect for impact
Our exceptional team of professionals across the globe are solving some of the world s most complex business problems, as well as directly supporting our communities, the planet, and each other. Know more in our Global Impact Report and our India Impact Report .
Empower to lead
You can be a leader irrespective of your career level. Our colleagues are characterised by their ability to inspire, support, and provide opportunities for people to deliver their best and grow both as professionals and human beings. Know more about Deloitte and our One Young World partnership.
Inclusion for all
At Deloitte, people are valued and respected for who they are and are trusted to add value to their clients, teams and communities in a way that reflects their own unique capabilities. Know more about everyday steps that you can take to be more inclusive. At Deloitte, we believe in the unique skills, attitude and potential each and every one of us brings to the table to make an impact that matters.
Drive your career
At Deloitte, you are encouraged to take ownership of your career. We recognise there is no one size fits all career path, and global, cross-business mobility and up / re-skilling are all within the range of possibilities to shape a unique and fulfilling career. Know more about Life at Deloitte.
Everyone s welcome entrust your happiness to us
Our workspaces and initiatives are geared towards your 360-degree happiness. This includes specific needs you may have in terms of accessibility, flexibility, safety and security, and caregiving. Here s a glimpse of things that are in store for you.
Interview tips
We want job seekers exploring opportunities at Deloitte to feel prepared, confident and comfortable. To help you with your interview, we suggest that you do your research, know some background about the organisation and the business area you re applying to. Check out recruiting tips from Deloitte professionals.
Role: Technical Lead
Industry Type: Accounting / Auditing
Department: Engineering - Software & QA
Employment Type: Full Time, Permanent
Role Category: Software Development
Education
UG: Any Graduate
PG: Any Postgraduate
Designation: Consultant
Your potential, unleashed.
India s impact on the global economy has increased at an exponential rate and Deloitte presents an opportunity to unleash and realize your potential amongst cutting edge leaders, and organizations shaping the future of the region, and indeed, the world beyond.
At Deloitte, your whole self to work, every day. Combine that with our drive to propel with purpose and you have the perfect playground to collaborate, innovate, grow, and make an impact that matters.
Your work profile:
The L1.5 Support Analyst will act as a bridge between Level 1 and Level 2 support teams, focusing on SOP-related queries, issue resolution, and process adherence. This role involves handling escalated tickets from L1, performing root cause analysis, and ensuring SOPs are correctly followed and updated based on operational feedback.
Key Responsibilities:
Handle escalated SOP-related issues from L1 support and resolve or route to L2 as needed.
Review and validate SOP adherence across operational teams.
Maintain and update SOP documentation based on feedback and process changes.
Provide training and guidance to L1 support teams on SOP compliance.
Collaborate with process owners to ensure SOPs are aligned with business requirements.
Monitor ticket trends and suggest improvements to SOPs or workflows.
Participate in audits and compliance checks related to SOP execution.
Ensure timely resolution of issues within defined SLAs.
Location and way of working:
Base location: Bangalore, Mumbai, Delhi, Pune, Hyderabad
This profile involves occasional travelling to client locations.
Hybrid is our default way of working. Each domain has customized the hybrid approach to their unique needs.
Required Skills & Qualifications:
Bachelor s degree in IT, Business Administration, or related field.
2 4 years of experience in support operations or process management.
Strong understanding of SOP frameworks and ITSM tools (e.g., ServiceNow, Jira).
Excellent communication and documentation skills.
Analytical mindset with problem-solving abilities.
Ability to work collaboratively across teams and functions.
Connect for impact
Our exceptional team of professionals across the globe are solving some of the world s most complex business problems, as well as directly supporting our communities, the planet, and each other. Know more in our Global Impact Report and our India Impact Report .
Empower to lead
You can be a leader irrespective of your career level. Our colleagues are characterised by their ability to inspire, support, and provide opportunities for people to deliver their best and grow both as professionals and human beings. Know more about Deloitte and our One Young World partnership.
Inclusion for all
At Deloitte, people are valued and respected for who they are and are trusted to add value to their clients, teams and communities in a way that reflects their own unique capabilities. Know more about everyday steps that you can take to be more inclusive. At Deloitte, we believe in the unique skills, attitude and potential each and every one of us brings to the table to make an impact that matters.
Drive your career
At Deloitte, you are encouraged to take ownership of your career. We recognise there is no one size fits all career path, and global, cross-business mobility and up / re-skilling are all within the range of possibilities to shape a unique and fulfilling career. Know more about Life at Deloitte.
Everyone s welcome entrust your happiness to us
Our workspaces and initiatives are geared towards your 360-degree happiness. This includes specific needs you may have in terms of accessibility, flexibility, safety and security, and caregiving. Here s a glimpse of things that are in store for you.
Interview tips
We want job seekers exploring opportunities at Deloitte to feel prepared, confident and comfortable. To help you with your interview, we suggest that you do your research, know some background about the organisation and the business area you re applying to. Check out recruiting tips from Deloitte professionals.
Role: Technical Lead
Industry Type: Accounting / Auditing
Department: Engineering - Software & QA
Employment Type: Full Time, Permanent
Role Category: Software Development
Education
UG: Any Graduate
PG: Any Postgraduate
💡 Quick Summary
Seeking a career-building opportunity? The Consultant | SQL | Engineering position is now open for candidates interested in the Software Developer Jobs sector. This role in Mumbai offers a professional environment and growth potential.
Requirement Snapshot: Candidates should possess basic communication skills, a proactive attitude, and the ability to work in a team. Experience in Software Developer Jobs is a plus.