Support Engineer

Engineering and Product | Engineering Managed Services

Dallas, Texas, United States

Position Summary

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

Deloitte is committed to providing reasonable accommodations for people with disabilities. If you require a reasonable accommodation to participate in the recruiting process, please direct your inquiries to the Global Call Center (GCC) at USTalentCICInbox@deloitte.com.

Recruiting tips

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Benefits

At Deloitte, we know that great people make a great organization. We value our people and offer employees a broad range of benefits. Learn more about what working at Deloitte can mean for you.

Our people and culture

Our inclusive culture empowers our people to be who they are, contribute their unique perspectives, and make a difference individually and collectively. It enables us to leverage different ways of thinking, ideas, and perspectives, and bring more creativity and innovation to help solve our clients' most complex challenges. This makes Deloitte one of the most rewarding places to work.

Our purpose

Deloitte’s purpose is to make an impact that matters for our people, clients, and communities. At Deloitte, purpose is synonymous with how we work every day. It defines who we are. Our purpose comes through in our work with clients that enables impact and value in their organizations, as well as through our own investments, commitments, and actions across areas that help drive positive outcomes for our communities. Learn more.

Professional development

From entry-level employees to senior leaders, we believe there’s always room to learn. We offer opportunities to build new skills, take on leadership opportunities and connect and grow through mentorship. From on-the-job learning experiences to formal development programs, our professionals have a variety of opportunities to continue to grow throughout their career.

As used in this posting, "Deloitte" means Deloitte Consulting LLP, a subsidiary of Deloitte LLP. Please see https://www.deloitte.com/us/about for a detailed description of the legal structure of Deloitte LLP and its subsidiaries.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability or protected veteran status, or any other legally protected basis, in accordance with applicable law.

Requisition code: 360690

Job ID 360690

Support Engineer

Key skills

About this role

Support Engineer

Position Summary