Support Engineer

Are you an experienced, passionate pioneer in technology who wants to work in a collaborative environment? As an experienced Support Engineer, you will have the ability to share new ideas and collaborate on projects as an Analyst without the extensive demands of travel. If so, consider an opportunity with Deloitte under our Project Delivery Talent Model. Project Delivery Model (PDM) is a talent model that is tailored specifically for long-term, onsite and/or remote client service delivery.

Work you'll do

The objective of the Project is to consolidate support activities, provide consistency in first response to application issues, execute on the incident resolution workflow, standardize reporting, and provide overall cost savings due to scale.

• 24x7x365 on call coverage for any escalated issues to P2 or P1. The definition of incident priority levels are set forth in Section F.
• Triage and support incident resolution with Kroger’s Major Incident Management team and other identified Kroger and 3rd party vendor teams
• Coordinate communications among identified stakeholders
• Document root cause analysis (RCA) of major incidents
• Develop course of action for preventative steps and confirm execution to reduce recurrence.
• Resolve incidents as per the agreed upon SLAs
• Perform trend analysis of tickets and escalated tickets on a weekly and Kroger period basis
• Confirm consistent classification of configuration items, close codes.
• Create and maintain Problem tickets for significant recurring incidents

A successful candidate would possess these skills:

• Ability to work independently and collaborate as part of a team
• Effective written and verbal communication skills
• Meticulous attention to detail and quality of work product
• Ability to build and sustain professional relationships
• Ability to lead projects or workstreams
• Ability to manage and prioritize multiple tasks in a fast-paced and dynamic environment
• Strong interpersonal skills and professional demeanor
• Ability to meet deadlines
• Ability to provide clear guidance to others

The team

AI & Engineering leverages cutting-edge engineering capabilities to build, deploy, and operate integrated/verticalized sector solutions in software, data, AI, network, and hybrid cloud infrastructure. These solutions are powered by engineering for business advantage, transforming mission-critical operations. We enable clients to stay ahead with the latest advancements by transforming engineering teams and modernizing technology & data platforms. Our delivery models are tailored to meet each client's unique requirements.

Qualifications

Required:

• 3+ years of experience in Production Support, developing scalable, high-performance enterprise applications
• Bachelor's degree in information technology, business, healthcare, or a related field; or equivalent experience
• Ability to travel 10%, on average, based on the work you do and the clients and industries/sectors you serve
• Limited immigration sponsorship may be available

Preferred:

• Experience using Microsoft Word, Excel, and PowerPoint
• Experience supporting retail business operations