•Own assigned production issues end to end - diagnosis, resolution, validation, stakeholder communication, and closure across the compensation and payroll vertical, working with Tier 1 personnel on escalations.
•Backend for Frontend (BFF) API, relational database, Kafka topics, Boomi integrations, Pega workflow, and reporting to isolate where a transaction broke.
•Support the investigation and controlled reprocessing of event failures, including reviewing dead-letter queue messages and following approved recovery procedures.
•Investigate and validate application data across Aurora PostgreSQL, Oracle, and comparable relational databases using SQL - querying, reconciling, and correcting under change control.
•Troubleshoot APIs and integrations - REST/BFF APIs, web services, Boomi HRIS inbound and client outbound flows, and cli ent API-gateway access - interpreting request/response payloads and determining whether an issue originates in source data, the API call, authentication/authorization (AVP/Cognito), transformation logic, the destination system, workflow, or the database.
•service-level agreement (SLA) timers, and follow the Pega-to-Kafka integration bridge when a case event does not propagate.
•Manage incidents, defects, changes, and work items through their full lifecycle in ServiceNow and Azure DevOps.
•Support release readiness - perform unit and system-level testing, validate deployments through Azure DevOps pipelines, and provide post-release stabilization and production monitoring.
•To assist with diagnosis of errors, latency, and transaction failures.
•Deliver reporting and operational insight - work with business owners to define information needs and build/maintain Bold Reports (and SSRS where applicable) and dashboards; use platform operational dashboards and event data to surface recurring issues, emerging risks, and service-improvement opportunities.
•Perform root-cause analysis and recommend corrective and preventive actions rather than short-term workarounds.
•Improve supportability and automation - enhance logging, monitoring, diagnostics, runbooks, and knowledge articles; identify repetitive support activities as automation candidates; and use AI-assisted tooling to accelerate diagnosis and resolution.
•Act as a liaison between business and technology using AGILE methodologies - translating business requirements into functional specifications and test plans and ensuring they are fulfilled.
•Consistently meet client expectations and project deadlines, and provide logical, lasting solutions.
Shift Timings: 11:00 AM - 8:00 PM
Location: Hyderabad
Key skills desired
We do not expect prior experience with every technology in the platform section above. We expect the transferable skills below and the ability to apply them to the platform stack.
•Production support experience with enterprise applications, digital products, or workflow solutions, including end-to-end incident ownership — investigation, resolution, validation, communication, closure, and root-cause / problem management.
•Strong SQL and relational-database skills (querying, validating, reconciling, correcting data) on at least one enterprise platform, with the adaptability to work across the platform's data stores.
•Cross-layer troubleshooting: isolating whether an issue sits in the UI, application/API, data, integration, workflow, or reporting layer.
•Working knowledge of APIs and system integrations — reading payloads and diagnosing interface, authentication, and data-validation errors across the kinds of API and integration flows this platform uses.
•Comfort operating within ITSM and continuous integration and continuous delivery (CI/CD) tools to manage incidents, defects, changes, releases, and operational reporting.
•Testing, defect management, release validation, and post-production stabilization.
•Ability to build and maintain reports and dashboards using an enterprise BI/reporting tool.
•Clear communication with technical and non-technical stakeholders; fluent English; effective in a diverse, virtual team at all levels.
•Independent judgment under ambiguity, managing competing priorities and peak-period pressure, with strong attention to quality, data integrity, documentation, and client service.
•Familiarity with event-driven/message-based systems and the ability to troubleshoot them - Kafka (AWS MSK) topics, consumer groups, dead-letter queues, and message replay concepts.
•Exposure to cloud-hosted applications on AWS (containerized/EKS services, managed databases, managed messaging) or a comparable cloud platform, and awareness of operational considerations (access control, secure data handling, monitoring, logging, availability, service continuity).
•Familiarity with integration/iPaaS tooling (e.g., Boomi) and human resources information system (HRIS) data exchange (Workday, SAP, Oracle HCM) or comparable enterprise integrations.
•Exposure to workflow/case-management platforms (Pega or comparable) in a support context.
•Familiarity with CI/CD, application monitoring/observability (OpenTelemetry, Application Insights), logging, and operational-readiness practices.
•Experience supporting compensation, payroll, tax, or global mobility solutions.
•Experience with Power BI, Qlik Sense or other analytics/visualization tools in addition to Bold Reports/SQL Server Reporting Services (SSRS).
•Experience identifying or implementing automation for repetitive support tasks (PowerShell/Python scripting, Power Automate, or comparable).
•Familiarity with AI-assisted support/diagnostic tools and knowledge-management solutions, and an understanding of how AI can improve support operations and user experience.
•Exposure to secure data handling, privacy, access controls, or regulated environments (e.g., General Data Protection Regulation (GDPR), regional data residency, secure file transfer, policy-based authorization).
•Experience supporting database or application migration and modernization initiatives.
•Familiarity with PL/SQL
Learned through Deloitte onboarding & domain training
•Deloitte-specific production-support procedures, escalation paths, and operational controls.
•The platform architecture and Compensation & Payroll business processes.
•Compensation & Payroll client onboarding, migration, and transition processes.
•Azure DevOps delivery processes, ServiceNow operational workflows, and release-management practices used within GESTC.
•Platform-specific integrations, workflow operations, and reporting solutions.
•Event-driven processing concepts as implemented within the GA ecosystem.
•Internal monitoring, observability, reporting, and support tooling.
•Deloitte-specific security, privacy, access-management, and client-data handling procedures.
•Cross-vertical platform knowledge that enables future expansion into other GES technology domains.
